Program Specialist, Executive Premier Support Office

About the Team The Executive Premier Support Office (EPSO) is a newly established team within Uber's Global Escalations organization, focused on delivering high-priority support to Uber's most critical stakeholders. This includes high-impact teams such as safety, fraud, communications, and social media, as well as high-visibility partners like the Executive Leadership Team (ELT) and other critical leaders. EPSO's mission is to ensure every escalation receives swift, precise, and professional handling while identifying systemic issues to strengthen Uber's operations and customer experience at scale. About the Role We're looking for a Program Specialist to join this specialized team and manage time-sensitive, high-priority escalations from start to finish. In this role you will contribute to the full case lifecycle—from internal intake to external customer outreach to issue resolution and executive follow-up—acting as both a frontline problem-solver and an investigative analyst that delivers swift, precise, and empathetic resolutions while uncovering root causes that inform systemic improvements. Your Impact in Role Own and resolve high-stakes, high-visibility escalations from intake through resolution, ensuring empathy, accuracy, and speed in every response. Analyze each case for potential systemic drivers, documenting patterns and collaborating with cross‑functional partners to mitigate recurrence. Conduct deep root‑cause investigations and synthesize findings into clear, actionable insights for leadership and operational teams. Partner with Product, Engineering, Operations, and Legal to address structural or process-level gaps uncovered through EPSO cases, contributing directly to long‑term improvement. Serve as a key link between Executive Leadership and Operations, providing concise, executive-ready updates that communicate both tactical resolution and strategic implications. Collaborate closely with Communications and Marketing to ensure alignment in tone, messaging, and brand integrity during sensitive or public-facing issues. Identify and flag emerging trends or risks, acting as an early‑warning mechanism for potential brand, safety, or operational challenges. Craft concise, executive-caliber summaries and internal reports, distilling complex case histories into clear narratives and next steps. Support continuity and consistency across EPSO's 24/7 operation by reviewing global case activity, documenting key learnings, and ensuring smooth handovers between shifts. The Experience You'll Bring 2+ years of experience in customer support, escalation management, or operations. Exceptional written and verbal communication skills, with the ability to craft messages suitable for executive audiences. Strong analytical and investigative capabilities, with demonstrated experience identifying and explaining root and systemic causes. Proven ability to prioritize ruthlessly across multiple urgent cases, balancing individual resolution with broader organizational impact. Deep customer empathy and an understanding of how high-touch support influences brand perception. Experience with CRM or case‑management systems (e.g., Jira, Zendesk, or equivalent). Comfortable navigating ambiguous, high-pressure situations with professionalism and composure. Preferred Qualifications Experience supporting executive-level stakeholders or managing brand-critical escalations. Exposure to incident response, systemic issue resolution, or root‑cause analysis frameworks. Familiarity with social media and brand reputation management best practices, including crisis handling and influencer engagement. Experience producing executive-ready documentation that blends operational detail with strategic insight. Working Hours Weekends & holiday work required. 10 am – 7 pm OR 8 am – 5 pm hours. Training Requirements Training: ~8 weeks, with 50% conducted during U.S. working hours (M‑F, 9:00 am‑5:00 pm CT). Seniority level Not Applicable Employment type Full-time Job function Business Development and Sales Industries Internet Marketplace Platforms Location Sydney, New South Wales, Australia #J-18808-Ljbffr