Skip to main content
Uber CareersUber Careers

Head of Workforce Management - LATAM

Community Operations
in Mexico City, Brazil

About the Role

The role of Head of Workforce Management - LATAM will provide exceptional leadership, clear direction, and continuous guidance to the WFM team

responsible for forecasting and capacity planning for the LATAM region including both inhouse and outsourced business. Additionally this role is responsible for the WFM teams supporting our internal Centers of Excellence (COEs) and our face to face driver hubs called Greenlights. The footprint includes Mexico, Brazil and other countries in Central and South America. 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 LATAM Service Objectives and overall business strategy. Work closely with business partners to provide support in meeting objectives and achieving performance goals.

As the Head of Workforce Management for LATAM, 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 Head of Workforce Management for LATAM 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

  • Set WFM strategy within the region to support the overall Community Operations objectives
  • Ensure clear goals, objectives, expectations and performance standards are established to your team and are in line with the overall objectives of the greater organization
  • Prepare and present executive presentations to LATAM 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
  • Drive analysis on regional and global projects and important strategic decisions to raise the bar on the support experience for our riders and partner drivers
  • Manage a team that will 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
  • Manage the entire WFM team of managers to encompass outsource support, internal contact center and face to face driver interactions.

What You'll Need

  • Bachelor's degree in Economics, Business, Engineering, or other quantitative focus
  • A minimum of 7+ years of Workforce Management, Forecasting, Statistical Analysis or related experience is expected, but we'll evaluate candidates with less experience if they meet our other requirements
  • 4+ 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 availability
  • Advanced English fluency

Bonus points:

  • Spanish or Portuguese fluency preferred
  • 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

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. 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.

GPTW_small_(2) . EQUIDADMX_2018 . Superempresas_Completo_2019

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.