Program Leader, Workforce Management - Global Command Center

Job description

About the Team Community Operations is the heart and soul of Uber's #BuildWithHeart approach. We work with customers, people earning on the platform, merchants, and partners at enormous scale, helping deliver high-quality experiences across Uber's global ecosystem. Community Operations helps operationalize every new and existing product and idea that Uber brings to market. We are an organization that touches nearly every part of Uber, combining people, process, technology, and data to solve complex operational challenges and deliver exceptional support experiences. Within Community Operations, Workforce Management plays a critical role in ensuring we have the right capacity, in the right place, at the right time. Our Global Command Center provides centralized operational oversight across our support network, helping teams proactively manage service levels, capacity, intraday performance, partner execution, and operational risks. About the Role Uber is looking for an experienced Program Lead Workforce Management - Global Command Center to lead the strategy, governance, and performance of our outsourced Global Command Center operations. In this role, you will be responsible for ensuring our Global Command Center operates as a high-performing, data-driven function that enables proactive workforce management across Uber's customer support network. A key part of the role will be partnering closely with our outsourced service providers to establish strong governance, drive accountability, improve operational performance, and continuously identify opportunities to increase efficiency. You will establish operating standards, performance mechanisms, and governance across partners while collaborating closely with Workforce Management, Operations, Finance, Technology, and other cross-functional teams. You will use data, technology, automation, and AI to anticipate operational risks, identify performance opportunities, improve decision-making, and drive continuous improvements in workforce efficiency and customer experience. What You'll Do • Lead Global Command Center Operations: Own the operating model, governance, and performance of Uber's outsourced Global Command Center operations, ensuring consistent execution of real-time workforce management and short-range planning across the network. • Drive Partner Performance: Establish strong governance with outsourced partners through performance scorecards, business reviews, action tracking, and escalation mechanisms. Hold partners accountable for service, quality, productivity, and efficiency outcomes. • Strengthen Real-Time Workforce Management: Ensure effective monitoring and management of volumes, staffing, capacity, adherence, service levels, and backlog, enabling early identification of operational risks and timely corrective action. • Turn Data into Action: Use workforce and operational data to diagnose performance gaps, identify root causes, quantify opportunities, and translate insights into clear actions for partners and internal stakeholders. • Drive Continuous Improvement: Build and execute an improvement pipeline across staffing, scheduling, processes, productivity, and ways of working, ensuring initiatives deliver measurable operational and cost outcomes. • Leverage Technology, Automation, and AI: Identify and champion opportunities to simplify operations, reduce manual effort, improve decision-making, and increase workforce efficiency through WFM technology, analytics, automation, and AI. • Build Scalable Global Standards: Partner with Workforce Management, Operations, Finance, Technology, Product, and BPO teams to establish scalable processes, playbooks, governance, risk management, and operating standards across locations and partners. Basic Qualifications • Bachelor's degree in Business Administration, Operations Management, Engineering, Analytics, or a related field, or equivalent practical experience. • 8+ years of experience in Workforce Management, preferably within a high-volume, complex contact center, global command center or customer support environment. • Demonstrated experience managing outsourced/BPO operations and driving partner performance through structured governance mechanisms. • Strong understanding of Workforce Management disciplines, including forecasting, capacity planning, scheduling, real-time management, service-level management, and performance management. • Experience working with enterprise Workforce Management platforms such as NICE WFM/IEX or comparable systems. • Strong analytical and problem-solving capabilities, with experience using data to identify root causes, quantify opportunities, and drive business decisions. • Experience establishing operational KPIs, partner scorecards, governance mechanisms, and performance improvement plans. • Excellent written and verbal communication skills, with the ability to translate complex operational topics into clear recommendations for partners and senior stakeholders. • Demonstrated ability to operate effectively in a global, cross-functional, and fast-changing environment. Preferred Qualifications • Master's degree, MBA, or equivalent advanced degree. • Experience leading a regional or global Workforce Management, Real-Time Management, or Command Center function. • Experience managing multinational teams and large-scale outsourced operations across multiple BPO partners and locations. • Demonstrated experience driving measurable productivity, efficiency, and cost optimization initiatives with outsourced partners. • Strong knowledge of contact center technologies, routing platforms, workforce optimization tools, and operational analytics. • Experience with data visualization, SQL, or other analytical tools used to investigate and communicate operational performance. • Strong understanding of automation and AI-enabled workforce management , w