Uber · 14 hours ago
Program Specialist IV - Executive Premier Support Office (EPSO)
Chicago, IL
Full-time
Onsite
Mid Level
$31.75/hr - $31.75/hr
3+ years expUber is a leading technology company that focuses on providing high-priority support to its most critical stakeholders through the Executive Premier Support Office (EPSO). The Program Specialist will manage time-sensitive escalations, conduct investigations, and collaborate with cross-functional teams to deliver effective resolutions and improve operational processes.
LogisticsMobile AppsRide SharingSoftwareTransportation
Responsibilities
Own and resolve high-stakes, high-visibility escalations from intake through resolution, ensuring empathy, accuracy, and speed in every response
Go beyond individual resolution-analyze each case for potential systemic drivers, documenting patterns and collaborating with cross-functional partners to mitigate recurrence
Conduct deep root cause investigations, synthesizing findings into clear and actionable insights for leadership and operational teams
Partner with Product, Engineering, Operations, and Legal to escalate 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 crisp, 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
Qualification
Required
Ideally, 2 years of experience in project management
Preferred
Bachelor's degree in Communications, Business, Public Relations, or Operations
3+ years of experience in customer support, escalations 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
Prior 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
Benefits
Participate in Uber's bonus program
May be offered other types of comp
Eligible for various benefits
Company
Uber
Uber develops, markets, and operates a ride-sharing mobile application that allows consumers to submit a trip request.
10001+ employees
H1B Sponsorship
Uber has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (830)
2024 (796)
2023 (684)
2022 (954)
2021 (750)
2020 (638)
Funding
Current Stage
Public CompanyTotal Funding
$35.56BKey Investors
William AckmanPayPalToyota Motor
2025-09-08Post Ipo Debt· $2.25B
2025-05-13Post Ipo Debt· $1B
2025-01-01Post Ipo Equity· $2.3B
Leadership Team
Dara Khosrowshahi
CEO
Prashanth Mahendra -Rajah
Chief Financial Officer
Recent News
2026-01-22
2026-01-22
2026-01-22
Company data provided by crunchbase