Program Leader, Global Escalations Support - CommOps

About the RoleThe Program Leader, Global ECR, Reddit, & SORT is a strategic and operational leader responsible for the development, continuous improvement, and delivery of top-quality support via the following programs:Our Executive Community Relations (ECR) team is Uber's white-glove approach to providing end-to-end resolution across all LOBs and customer types to win back trust, reinspire customer loyalty after failed support experiences, and highlight complex issues to partner teams to investigate and mitigate root causesOur Social Media Operations Response Team (SORT) team, the specialized support pillar that handles user issues and escalations coming in via social media channels (e.g., X/Twitter, Facebook, etc.), with a focus on higher-profile and higher-risk cases and reputation managementOur Reddit Escalations team that monitors Uber-specific subreddits for critical support issues., trained in identifying Uber users and/or trips from anonymous Reddit posts in an effort to escalate to cross-functional partner teams for full resolution and root cause analysisThis leader will partner closely with our Global High Risk Escalations (GHRE) Program & Operations teams to understand evolving customer needs through a white glove and social care lens and help create support plans to meet them. They will motivate a team of global people managers and individual contributors to consistently deliver against KPIs and business goals. They celebrate wins and quickly act on opportunities. The Program Leader, Global ECR, Reddit, & SORT is customer-obsessed and comfortable leveraging data, partnerships, and technology to develop creative solutions that enhance the client experience.What You'll Do:Lead and motivate teams (including Customer Support Managers, Team Leads, and Representatives) to deliver on KPIs within a time-sensitive and dynamic environmentUphold a top-quality support experience through the measurement of customer satisfaction, resolution time, and adher