Workforce Management Specialist 4

About the role and team

The Community Operations organization at Uber is where real people solve real problems in real time. As a senior member of the Workforce Management (WFM) team, you are the architect of our support capacity, ensuring our global network is prepared to show up for the millions who rely on us. This isn't just about spreadsheets; it’s about navigating the high-stakes trade-offs between cost-efficiency and world-class service. You’ll manage regional schedules for our Greenlight locations, ensuring our physical support centers are as optimized as our digital ones.

Success here requires a proactive, strategic mindset and the grit to handle constant change. You’ll need to balance the long-term needs of our agents with the immediate demands of a high-growth business, often owning projects from inception to completion with imperfect information. If you are a steady planner who thrives on solving complex puzzles and can lead through ambiguity to move the business forward, this is where you’ll grow.

What you’ll do

• Review and pressure-test volume forecasts against current agent capacity to ensure our teams are ready for both expected and unexpected shifts in regional demand.
• Own and program-manage WFM projects end-to-end, moving from data discovery to final implementation to improve operational efficiency.
• Design and plot optimized schedules for regional Greenlight locations, balancing site-specific constraints with the non-negotiable need for rider and driver support.
• Process complex, long-term requests for exemptions and planned activities, navigating the tension between agent flexibility and business requirements.
• Analyze historical performance statistics to identify patterns, unblock inefficiencies, and provide the foresight needed for long-term planning.
• Influence stakeholders across the organization by communicating clear scheduling trade-offs and capacity constraints, even when the conversations are difficult.

Basic Qualifications

• 3+ years of experience in a contact center service team, with direct experience in scheduling or Real Time management.
• Strong data analysis and processing skills using spreadsheets (Excel or Google Sheets) with formulas.
• Basic project management.
• English language proficiency.
• Communication, foresight/planning, intermediate stakeholder management, analytical, comfort with ambiguity, curiosity

Preferred Qualifications

• Intermediate stakeholder management skills with a proven ability to align conflicting priorities and lead through influence.
• Demonstrated ability to navigate high-ambiguity environments and stay resilient through constant change.
• Strong systems thinking with a focus on executional excellence and precise, high-stakes detail.
• Exceptional foresight and planning skills, with a track record of identifying operational risks before they impact service levels.