WFM Program Specialist

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. ~~ ~~

Ready to Ride? This isn't the kind of place where you follow a playbook - it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves - we'd love to hear from you. You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits. Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements. Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.