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Workforce Management Specialist






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.

We’re changing the way people think about transportation. Not that long ago we were just an app to request premium black cars in a few metropolitan areas. Now we’re a part of the logistical fabric of more than 600 cities around the world. Whether it’s a ride, a sandwich, or a package, we use technology to give people what they want, when they want it.


For the people who drive with Uber, our app represents a flexible new way to earn money. For cities, we help strengthen local economies, improve access to transportation, and make streets safer.


And that’s just what we’re doing today. We’re thinking about the future, too. With teams working on new modalities, self-driving cars and even urban air transportation, we’re in for the long haul. We’re reimagining how people and things move from one place to the next.

About the Role


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 implemented in the smartest, most efficient way.


Accurately planning Customer Service Representative (CSR) staffing needs to meet response time targets is a critical enabler to delivering an excellent support experience. The Workforce Management Specialist will work with the North America workforce team to focus on operational excellence across our Business Process Outsourcer (BPO) network, turning data into business insights that will power our ability to scale and optimize our global support network.


What You'll Do


  • Analyze data from internal and external stakeholders, then implement operational changes to drive continuous improvement. Your actions will have direct cost and quality implications
  • Monitor vendor performance and collaborate with them to improve results
  • Facilitate analysis on strategic decisions to optimize processes within Uber’s customer support network
  • Coordinate with various stakeholders across the company to predict and measure the impact and efficiency of new products and business processes
  • Create, maintain, and communicate detailed reporting models to keep regional operations managers informed


What You'll Need


  • 2+ years of Workforce Management, Forecasting, Statistical Analysis or related experience
  • Strong Excel / Google Sheets skillset. You will analyze large datasets and implement operational changes that will have a real impact on Uber’s support network.
  • Excellent problem solving skills and the ability to deal well with ambiguity
  • Ability to work in a high volume environment and consult on numerous operational projects simultaneously
  • Excellent written and verbal communication skills to consult and guide others to the best business decisions for the company
  • Ability to influence others by using data and effective communication cadences


Bonus Points For


  • Prior experience with Workforce Management software (e.g., Verint, NICE, IEX, Aspect)
  • Experience designing communication for internal stakeholders
  • SQL proficiency


About the Team


The Global Network Team is committed to creating an efficient network that provides our community with a seamless, prompt, and complete resolution to their concerns every time.

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