Sr Program Leader, Comm Ops

Strategy & Program Operations, Community Operations

#GreatMindsDon’tThinkAlike At Uber, we take pride in our diversity and working environment that sees an individual as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts

About the Team!

Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it’s an organization that touches every part of Uber!

About the Role

Uber is looking for an experienced Senior Contact Center Workforce Manager to oversee our outsourced Global Command Center operations as well as internal global real-time adherence team. This role is crucial in driving our Workforce Management Strategy, optimizing our customer support efforts and enhancing the efficiency of our global operations.

The Impact You'll Have

• Global Command Center Oversight: Manage the performance of our outsourced Global Command Center, ensuring it meets Uber's standards for customer support, efficiency, and technological integration.
• Real-Time Adherence Management: Oversee the internal team responsible for global real-time adherence to ensure that service levels are met and resources are optimally allocated.
• Performance Metrics and Analysis: Implement and refine performance metrics, using Uber’s data analytics capabilities to drive insights and operational improvements.
• Stakeholder Engagement: Act as the key liaison for workforce management communications, bridging between Uber’s leadership team and outsourced service providers.
• Strategy and Continuous Improvement: Innovate and implement continuous improvement initiatives for process enhancements, leveraging technology to increase productivity and customer satisfaction.

The Experience You'll Bring

Basic Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or related field.
• 5+ years of experience in workforce management, specifically in a high-volume, dynamic contact center environment.
• In-depth knowledge of the latest industry technologies and systems, such as Nice WFM.

Preferred Qualifications

• Master’s degree or MBA.
• Strong analytical skills with a proven ability to work through data-driven business decisions.
• Excellent communication skills, capable of effectively communicating complex ideas to a variety of audiences.
• Demonstrated experience with managing outsourced contact center operations and multinational teams.

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.

Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.