EMEA Critical Outage Manager - Community Operations

About the Role

The role is responsible for leading outage and crisis management within the EMEA time zone, ensuring timely global incident response, while driving remediation planning and execution across regional stakeholders with a focus on EMEA impact.

This role also ensures strategic and operational alignment across CommOps, Engineering, and Product stakeholders, enabling efficient issue resolution, high-quality support experiences, and reduced friction for customers and agents. The scope covers full lifecycle ownership of support operations from issue escalation, issue management, incident response, and resolution, with an emphasis on driving measurable improvements in speed, quality, and customer experience.

What you'll do

Define and execute the product operational support strategy for the core product domain aligned with global product roadmaps and Global Fix Experience goals.

Collaborate with Product, Engineering, and Community Operations to identify and address customer pain points, reduce mis-escalations, and improve resolution quality.

Lead and support incident management efforts, including impact assessment, stakeholder coordination, and post-mortem improvement planning.

Achieve key support KPIs (e.g., time to escalate, escalation rate, resolution time, preventable escalations) and drive continuous improvements based on data and frontline feedback.

Contribute to knowledge base development, agent training, and the design of scalable, customer-centric support processes.

Coordinate management of critical outages (CommOps response), ensuring EMEA response in collaboration with Global Escalation Crisis Coordinators

Basic Qualifications

8+ years of experience in technical program management, support operations, product support, or outage/crisis response roles.

Proven experience supporting technical products, escalation processes, and incident management frameworks, understanding of product architecture, common failure points, and customer use cases

Bachelor's Degree in Logistics, Program Management, or relevant field

Preferred Qualifications

Outstanding verbal and written communication skills; comfortable in engaging and communicating with senior stakeholders

Cross-Functional Leadership - demonstrated ability to lead cross-functional events and initiatives involving Support teams, Product, and Engineering

Support Strategy & Process Design - track record of designing and scaling support strategies that reduce escalated inflows, improve resolution times, and enhance customer satisfaction.

Operational support experience managing large-scale operations, driving improvements in organisational design, and taking ownership of the results

Familiarity with support tools (e.g., Jira) and experience integrating Gen AI into support workflows to transform support operations, including early detection of issues, smarter triage, or support deflection.

Ability to influence product roadmaps and design scalable support processes that drive measurable CX improvements.

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Ready to Ride?

This isn't the kind of place where you follow a playbook — it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves — we'd love to hear from you.

You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.

Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.

Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.