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Workforce Management Program Manager

Community Operations
in Phoenix, Arizona

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 implemented in the smartest, most efficient way.

Accurately planning Customer Service Representative (CSR) staffing needs to meet response time targets is a critical enabler to delivering an excellent support experience. The Program Manager, Workforce Management will focus on operational excellence across our Center of Excellence (COE) and Business Process Outsourcer (BPO) network, turning data into business insights that will power our ability to scale and optimize our global support network.

What You'll Do

  • Collect various data points from several internal and external stakeholders, then direct vendors and internal teams to modify operations in line with your conclusions for the betterment of the business. Your actions will have direct cost and quality implications.
  • Facilitate analysis on global operations and strategic decisions to optimize processes within Uber's customer support network
  • Own the long-term contact forecast for several lines of business
  • Ensure achievement of service level for several lines of business by ensuring staffing accuracy
  • Coordinate with various stakeholders across the company to predict and measure the impact and efficiency of new products and business processes
  • Create, maintain, and communicate detailed reporting models to assist global and regional operations managers

What You'll Need

  • Experience working in Excel/Google sheets. You will analyze data regarding weekly vendor performance and make operational decisions that will have a real impact on Uber's support network
  • Excellent decision making skills and the ability to deal well with ambiguity
  • Ability to work in a high volume environment and consult on numerous operational projects simultaneously
  • Excellent communication skills both written and verbal
  • Ability to influence others using data and effective communication cadences

Bonus Points if

  • SQL proficiency
  • Workforce Management experience
  • Knowledge of programming languages to automate processes (e.g. Python)
  • Prior experience with Workforce Management software (e.g., NICE, IEX, Aspect, etc.)

About the Team

The Global Network Team is committed to creating an efficient network that provides our community with a seamless, prompt, and complete resolution to their concerns every time.

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.