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APAC Head of WorkForce Management

Community Operations, Global Community Operations in Taguig City, Philippines

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.

 

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together.

About the Role

 

At Uber, providing amazing support that establishes trust for riders and driver partners—our community—is a core feature of our product experience. We invest in it and believe in providing the highest quality service executed in the smartest, most efficient way. 

 

Provide exceptional leadership, clear direction, and continuous guidance to the WFM analysts responsible for forecasting and capacity planning for the APAC (US and Canada) region including both inhouse and outsourced business. Consistently and proactively partner with business leaders to communicate staffing requirements and hiring recommendations, schedule optimization opportunities and intraday labor management and routing issues. Work in conjunction with WFM Leadership Team to establish best Practices and refine processes within WFM that support APAC Service Objectives and overall business strategy. Work closely with business partners to provide support in meeting objectives and achieving performance goals.


As the Regional Workforce Management Program Leader, you will be a critical resource to your stakeholders in driving end to end workforce process for multiple lines of business and contact types.  The Regional Workforce Management Program Leader is focused on turning data into value-driving business insights that will facilitate our ability to scale and optimize our global support network. This is an opportunity to build WFM process from the ground up.

What You’ll Do

  • Drive analysis on global projects and important strategic decisions to raise the bar on the support experience for our riders and partner drivers.
  • Ensure clear goals, objectives, expectations and performance standards are established and are in line with the overall objectives of the greater organization
  • Prepare and present executive presentations to APAC leadership using data and analytics to tell a compelling story
  • Communicate all WFM team initiatives to necessary business leaders / partners to attain support and align initiatives with overall objectives
  • Produce daily, weekly, monthly forecasts and staffing requirements needed to meet service level targets within budget
  • Coordinate with other members of the Community Operations team to measure the impact and efficiency of new products and business processes.
  • Develop analytical frameworks to support the company in new markets and products.
  • Identify operational weaknesses and help improve or innovate new processes to keep teams as efficient as possible.
  • Build, maintain, and communicate detailed reporting models to assist global and regional operations managers.
  • Lead a team of workforce management analysts.

What You’ll Need

  • Bachelor’s degree in Economics, Business, Engineering, or other quantitative focus
  • 4+ years of Workforce Management, Forecasting, Statistical Analysis or related experience
  • 2+ years in a leadership role
  • Advanced leadership, presentation, interpersonal and conflict management skills
  • Strong written and verbal communication skills
  • Proficient at leading meetings and facilitating information exchange with internal and external business partners
  • Sound decision making skills that demonstrate originality, flexibility and resourcefulness
  • Ability to develop strong working alliances at all levels within the organization
  • Effective at collaboration and leveraging resources
  • Strong customer-centric focus with demonstrated success in problem solving, teamwork, adaptability, planning, decision making, and data analysis
  • Self-starter attitude is a must!
  • Up to 25% travel

Bonus Points If

  • Superpumped. You are passionate about Uber and our mission, passionate about solutions, and love getting into the weeds on any and all issues.
  • Data-driven and analytical. We run our business on facts and data.  You are intellectually inquisitive and are capable and down to dive both a mile deep and wide when needed. Understanding queue theory is a plus.
  • Naturally curious. You love learning how things work and you’re always looking for ways to innovate. You have the ability to self-serve, get the data and tell the story.
  • Action-oriented. You have a strong bias for action, and can effectively balance the tension between swift execution, high quality work product, and long-term strategic thinking.
  • MBA or graduate degree
  • SQL experience
  • Prior experience with Workforce Management software (e.g., Verint, NICE, IEX, Aspect, etc.) a strong plus

About the Team

 

The Workforce Management team is committed to building a global network that provides our community with a seamless, prompt, and complete resolution to their concerns - every time.


See our Candidate Privacy Statement

At Uber we don’t just accept difference—we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Uber is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.