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Sr. Manager Workforce Management - APAC

Community Operations
in Manila, Philippines

About the Role

You will provide exceptional leadership, clear direction, and continuous guidance to the WFM program managers responsible for forecasting and capacity planning for the APAC region including both inhouse and outsourced business. Additionally you will be responsible for the workforce management teams in our internal Center of Excellence as well as our in face driver interaction centers called Greenlight Hubs in the region. You will consistently and proactively partner with business leaders to communicate staffing requirements and hiring recommendations, schedule optimization opportunities and intraday labor management and routing issues. You will 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. You will work closely with business partners to provide support in meeting objectives and achieving performance goals.

As the Sr. Manager Workforce Management - APAC, 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 Sr. Manager Workforce Management - APAC 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. This role will focus on our Australia, New Zealand and North Asian markets and will report to the Head of WFM for APAC.

Who You Are:

  • 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.
  • Hustle. You are scrappy and have the ability to meet goals with limited time and resources.

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

  • 5 Minimum Years of Experience as a Workforce Manager, preferably with global accounts experience
  • Experience managing ANZ and North Asia countries is an advantage
  • Excellent stakeholder management

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.

About Uber

We're changing the way people think about transportation. Not that long ago we were just an app to request premium black cars in a few metropolitan areas. Now we're a part of the logistical fabric of more than 600 cities around the world. Whether it's a ride, a sandwich, or a package, we use technology to give people what they want, when they want it.

For the people who drive with Uber, our app represents a flexible new way to earn money. For cities, we help strengthen local economies, improve access to transportation, and make streets safer.

And that's just what we're doing today. We're thinking about the future, too. With teams working on autonomous trucking and self-driving cars, we're in for the long haul. We're reimagining how people and things move from one place to the next.

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.