About The RoleThe Internal Escalations team within Community Operations is focused on building comprehensive infrastructure to escalate poor support experiences and make it right by all Uber customers.Our Mission: T he Global Internal Escalations Program exists to own & resolve complex Support issues. Where customer effort is highest, we step in to solve both today AND tomorrow's issues. Simply put, we make it easy for Uber Support to make it right.As a Program Specialist, you will manage the day to day internal escalations programs in-region, partnering closely with stakeholders to ensure high quality experiences for EMEA-based Uber users. This role will be 100% focused on EMEA Escalations, supporting the Internal Escalations team's goal of creating a truly global escalation framework.What You'll DoLead the Internal Escalation program across EMEA, managing oversight of active C360 & Snowball programs currently in EMEA. Develop a deep understanding of our current programs, including strengths, opportunities & the current processes utilized to escalate interactions in EMEA. Ensure the systematic capture, analysis, and synthesis of escalation data into meaningful trends, root causes, and strategic recommendations in order to continuously improve support processes for customers. Provide regular, high level performance updates on escalations programs in-region, showcasing trends in escalations performance to senior stakeholders across EMEA. Partner closely & build relationships with stakeholders involved in EMEA escalations, including FieldOps and CX teams, to ensure consistent, high quality escalations support across the mega-region. Develop robust feedback loops that close the gap between frontline escalations and upstream owners, ensuring customer pain points which drive escalations are heard, understood, and acted upon. Represent EMEA's voice in global forums, advocating for regional nuances and ensuring global strategies incorporate local market realities. What You Will Need3+ years of experience in program management, insights, analytics, or operations, ideally within CX, escalation management, or a tech environment. Proven ability to build trust and influence at senior levels, aligning diverse stakeholder groups toward a common goal. Experience presenting to leadership and driving decisions through storytelling and evidence-based recommendations. Deep understanding of data-driven problem solving-skilled in using data to diagnose root causes, uncover trends, and measure business impact. Proficiency in tools like Excel/Sheets, Tableau, SQL, or similar analytics platforms is a strong plus. Strong program ownership skills with a strategic mindset, able to see the bigger picture while executing on detailed analysis and implementation. Excellent communication, narrative-building, and cross-functional coordination skills. Comfortable working across time zones, teams, and cultures. A customer-obsessed attitude with a bias toward action, always seeking to improve customer outcomes through systemic, scalable changes. Comfort navigating ambiguity and taking initiative in evolving or undefined environments.