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Job Details

Head of Workforce Management, NorthAm at Uber
New York City, NY, US

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

 

As the Head of Workforce Management, 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 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 NorthAm 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
  • At least 5 years of Workforce Management, Forecasting, Statistical Analysis or related experience
  • At least 3 years minimum experience in a people 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
  • Up to 25% travel

 

Bonus Points If:

 

  • 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.