WFM Program Specialist

Job description

About The Role At Uber, exceptional support is central to building trust with riders, eaters, couriers, and driver-partners. The Global Support Operations team is focused on creating a seamless, efficient support network that resolves community concerns quickly, accurately, and at scale. We are looking for a Workforce Management Program Specialist to support WFM activities across multiple regions, including US&C, LatAm, EMEA, and APAC. This role will be responsible for supporting new product launches, improving operational performance, and strengthening Uber's support capabilities through data-driven insights, scalable processes, and cross-functional program execution. What The Candidate Will Do • Build and Improve WFM Processes: Develop, implement, and optimize workforce management processes, tools, and infrastructure to drive operational excellence across Uber's BPO network. • Forecast Demand and Plan Capacity: Create accurate demand forecasts, assess vendor performance, and adjust staffing capacity to meet service level requirements across lines of business and regions. • Manage Stakeholders: Build strong relationships with internal and external stakeholders. Align on scope, timelines, performance expectations, and operational challenges while ensuring clear and timely communication. • Analyze Data and Drive Insights: Collect and analyze historical contact volume, AHT, and performance data to identify trends, surface risks, and recommend actions that improve service levels and operational efficiency. • Improve Cost Efficiency: Evaluate cost impacts on the Customer Operations P&L and recommend the right tools, channels, processes, and partner strategies to maximize efficiency and business impact. • Support New Product Launches: Lead WFM deployment, monitoring, and stabilization for new products and projects, ensuring a smooth transition into business-as-usual operations. • Resolve Operational Issues: Investigate operational challenges, identify root causes, and partner with cross-functional teams to develop scalable and sustainable solutions. • Provide Performance Recommendations: Deliver analysis and recommendations to improve service levels, capture emerging trends, and ensure operational plans remain aligned with business needs. • Manage Programs and Business Changes: Support new line-of-business launches, footprint changes, data requirements for Jira disputes, and initiatives that improve business efficiency across the support network. Basic Qualifications: • 2+ years of workforce management forecasting, or workforce management capacity planning experience. • 3+ years of experience in customer service, investment banking, consulting, analytics, operations, or a related field. • Experience in high-growth analytics or operations environments is a plus. • Bachelor's degree in Economics, Business, Engineering, or another quantitative field. • Graduate degree preferred. Preferred Qualifications • Hands-on experience using AI and productivity tools such as Gemini, ChatGPT, or similar platforms. • Strong analytical and data-driven problem-solving skills. • Deep understanding of queueing theory and workforce management principles. • Advanced proficiency in Google Sheets or Excel. • SQL experience preferred. • Prior experience with WFM software such as NICE, IEX, Aspect, or similar platforms is a strong plus. • Passion for Uber's mission and a solutions-oriented mindset. • Excellent communication skills, with the ability to translate complex information into clear, actionable summaries. • Self-starter with a track record of strong problem-solving, collaboration, adaptability, and sound decision-making. • Ability to balance fast execution with high-quality delivery and long-term strategic thinking. • Strong customer-centric mindset and the ability to manage goals effectively with limited time, data, and resources.