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Jacob Krogman

@jacobkrogman

Senior Program Manager at Uber who redesigned Jira workflows, improving ticket validity by 20% and resolution SLA success by 30%.

United States

Message

At Uber Technologies, I designed a multi-tiered escalation architecture that improved escalated ticket validity by 20% and resolution SLA success by 30%. The workflow helped scale support capacity from 50 to more than 200 agents.

I also piloted and launched direct in-app bug reporting, allowing users to send system logs to engineering teams. I supported root-cause analysis by creating ticket infrastructure and Jira automations.

As Project & Analytics Manager, I redesigned enterprise Jira intake, expanding forms from 80 to more than 1,200, and built dashboards with SQL and Looker Studio. I also developed Google Apps Script tools and Jira automations that reduced ticket duplication by 30%.

Most recently, as a Data Analyst at Uber Technologies, I engineered three intermediary dataset tables and centralized five key OKRs and more than 20 KPIs into a single reporting source. I also analyzed the business impact of staffing adjustments and resource reallocations across global operations.

Experience

Work history, roles, and key accomplishments

Data Analyst

Uber Technologies

Jun 2026 - Sep 2026 (3 months)

Overhauled core data pipelines by engineering intermediary dataset tables to optimize cross-modality joins, reducing query latency and centralizing key OKRs and KPIs. Executed multi-dimensional ad hoc analytics across global operations to quantify business impact of strategic staffing adjustments.

SQL Data Pipeline Architecture Looker Data Modeling Business Intelligence

Senior Program Manager

Uber Technologies

Feb 2024 - Jun 2026 (2 years 4 months)

Engineered tiered escalation workflows improving ticket validity and SLA success, and led in-app bug submission launch. Managed a team of 5 data analysts delivering executive reports and operational KPI tracking.

Jira JQL Process Automation SLAs Optimization Cross functional Leadership Data Analysis Team Management

Project & Analytics Manager

Uber Technologies

Aug 2021 - Feb 2024 (2 years 6 months)

Spearheaded enterprise Jira redesign scaling intake forms and configuring advanced dashboards and automations. Authored complex SQL queries and built forecasting models to align global BPO staffing with business demands.

SQL Jira JQL Looker Google Sheets Google Apps Script Data Modeling Forecasting Process Automation

Senior Team Lead

Uber Technologies

May 2020 - Aug 2021 (1 year 3 months)

Launched international triage and operations teams and established centralized documentation frameworks. Formulated standardized outage impact assessment and unified messaging playbook.

Team Leadership Knowledge Management Incident Management Global Operations

Bug & Outage Specialist/Project Coordinator

Uber Technologies

Dec 2017 - May 2020 (2 years 5 months)

Analyzed complex user-submitted bug reports and escalated validated issues to engineering. Served as central point of contact for high-impact outages, providing real-time updates to global support operations.

Bug Triage Incident Management Root Cause Analysis Communication Skills

Account, Security & Risk Team Lead

Uber Technologies

Dec 2016 - Dec 2017 (1 year)

Managed 9-11 support agents using root-cause analytics and targeted coaching to hit department KPIs. Led initial pilots for support fraud mitigation by establishing investigation indicators and handling policies.

Team Management Root Cause Analysis Fraud Mitigation KPI Tracking

Account, Security & Risk Support Agent

Uber Technologies

Nov 2015 - Dec 2016 (1 year 1 month)

Conducted root-cause investigations on account compromises and unauthorized access, applying behavioral indicators to mitigate fraud and protect ecosystem integrity.

Fraud Investigation Root Cause Analysis Risk Assessment

Warehouse Pick Process Guide & Workflow Mgmt.

Amazon.com

Sep 2012 - Nov 2016 (4 years 2 months)

Directed staffing of 70-200 employees across 5 departments to achieve shift output targets. Monitored up to 80 active pick batches and reported queue metrics for executive shift planning.

Workforce Management Operations Queue Analysis SLA Management