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Uber CareersUber Careers

Workforce Management Program Manager

Community Operations
Dallas, Texas |
Phoenix, Arizona |
San Francisco, California |
Chicago, Illinois |
New York, New York

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 forecasting and 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 (Forecasting and Planning) will focus on operational excellence across our Business Process Outsourcer (BPO) network, turning data into business insights that will power our ability to scale, refine, and optimize our global support network.

What You'll Do

  • Collect and analyze various data points from several internal and external stakeholders to then direct internal and external 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 US & Canada operations and strategic decisions to optimize processes within Uber's customer support network
  • Create, own, and maintain the customer support contact forecasts for specific lines of business and Uber products
  • Own and ensure achievement of operational KPIs, including response times, headcount planning, and cost optimization
  • Coordinate with various stakeholders across the company to predict and measure the impact and efficiency of new products and business processes
  • Build, maintain, and communicate detailed reporting and data aggregation models to assist global and regional operations managers

What You'll Need

  • Minimum 3 years of experience in consulting, finance, workforce management, or related fields
  • Advanced Excel/Google sheets experience. You will analyze data regarding weekly and monthly vendor performance to make operational decisions that will have a real impact on Uber's support network and business
  • Excellent decision making skills and the ability to deal well with ambiguity
  • Ability to work in a high volume environment and consult and autonomously manage 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
  • Forecasting/statistical modeling experience
  • Knowledge of programming languages to automate processes (e.g. Python)
  • Workforce Management experience

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.