Uber

Community Operations Manager

Uber$176K — $212K *
Business Services
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree in Business Administration, Operations Research, Industrial Engineering, Statistics, or related field.
  • 5 years of experience in contact center workforce management principles and metrics.
  • Proven experience across multiple sites or regional teams.
  • Skilled in coordinating with both in-house teams and outsourced vendors.
  • Proficient in workforce management software tools (e.g., NICE IEX, Aspect, or Verint).
  • Strong Microsoft Excel skills for data analysis.

Responsibilities

  • Develop short-term and long-term contact volume forecasts and capacity plans.
  • Manage workforce planning strategy and headcount allocation across customer support sites.
  • Ensure SLAs and key performance metrics are consistently achieved.
  • Oversee relationships with outsourced contact center vendors and review performance.
  • Lead performance review meetings with operational and vendor partners.
  • Mentor workforce management analysts and cross-functional team members.
  • Drive continuous improvement of workforce management processes and tools.

Benefits

  • Eligible for participation in Uber's bonus program.
  • Access to various employee benefits.
Full Job Description
Job Description

What you'll do
  • Responsible for development of short-term and long-term contact volume forecasts and capacity plans for global contact centers, ensuring staffing levels are aligned with demand projections.
  • Manage workforce planning strategy and headcount allocation across multiple customer support sites (in-house and outsourced) to consistently achieve service level targets while optimizing efficiency and cost-effectiveness.
  • Ensure consistent attainment of SLAs and key performance metrics by monitoring staffing versus demand in real time and guiding adjustments to schedules or resources as needed across all locations.
  • Oversee relationships with outsourced contact center vendors, reviewing workforce management plans and performance to ensure compliance with contractual staffing requirements and quality standards.
  • Lead regular performance review meetings with operations managers, vendor partners, and other stakeholders to evaluate contact center metrics and identify opportunities for process improvements in staffing and scheduling.
  • Guide, mentor, or informally lead workforce management analysts or cross-functional team members.
  • Drive continuous improvement of workforce management processes and tools by implementing industry best practices, refining forecasting/scheduling methodologies, and partnering with IT on WFM system enhancements for better data accuracy and reporting.
  • Develop and enforce global workforce management policies to ensure consistency across regions and compliance with local labor laws in scheduling and staffing plans.
  • Supervise at least 1 WFM Program Specialist / 13-1082; Project Management Specialist.
  • May telecommute.

Basic Qualifications
  • Employer will accept a Bachelor's degree in Business Administration, Operations Research, Industrial Engineering, Statistics, or related field and 5 years of experience in the job offered or related occupation.
  • Position requires 5 years in:
    • Contact center workforce management principles and metrics, including Service Level Agreements (SLAs), average handle time (AHT), occupancy, shrinkage, and real-time adherence techniques;
    • Workforce management processes across multiple sites or regions;
    • Experience in coordinating with both in-house teams and outsourced vendors to meet unified service objectives;
    • Workforce management software tools (NICE IEX, Aspect, or Verint);
    • Microsoft Excel skills for data analysis (e.g. pivot tables, complex formulas);
    • Analysis and collaboration with cross-functional stakeholders to implement staffing strategies.


Rate of Pay: $176,779 to $212,134 per Year

You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.

About Uber

Uber Entertainment, Inc. is a privately held video game development company headquartered in beautiful downtown Kirkland, WA. Uber is currently developing Planetary Annihilation, a next generation real time strategy game of epic proportions.

Uber Careers

There has never been a better time to join our global team of Uber professionals—pioneers in the world of transportation and technology. Work you’ll do Join Uber’s industry-leading team to help drive forward the future of mobility and logistics for some of the world’s most dynamic cities and populations. Transform the way the world moves with the brightest minds at Uber, where innovation meets functionality to create solutions for everyday challenges. Lead from a unique position in the marketplace, at the intersection of technology, operational excellence, and user-centric design. Work with a global team of business and technology advisors to help clients and cities navigate their paths towards more efficient and sustainable urban transport solutions. Collaborate with a diverse group of Uber experts worldwide – a team dedicated to rethinking and improving the way the world moves. Introducing the Uber Innovation Hub We are building a market-leading team to pioneer advancements in transportation and logistics, ensuring Uber remains at the forefront of mobility solutions. Do innovative work Join a group of exceptional professionals where your skills in technology, leadership, and creativity can flourish. At Uber, innovation isn’t just a buzzword—it's the core of everything we do. Deliver targeted solutions through a depth and breadth of expertise and innovation that’s second to none, enhancing how cities, companies, and communities connect. Be part of a great team Engage with a wide-ranging technology stack and harness the unparalleled capabilities, global scale, and collective problem-solving skills of our diverse team. Future-proof your career Advance your career with Uber’s commitment to professional growth, offering extensive training, development, and certification support. Go as far as your ambition takes you with limitless job opportunities in a company that’s reshaping the world’s approach to transportation. Explore Uber’s approach to predictive maintenance ensures our fleet remains ready and efficient, reducing downtime and improving service reliability. Our end-to-end mobility solutions are transforming the way cities think about transportation, making Uber a key player in the future of urban mobility. The Uber Leadership and Innovation Alliance Our combined service capabilities, global scale, and joint solution development help overcome challenges and lead transformation in the transportation industry. Clients and cities around the globe look to Uber for new strategies and solutions to drive growth and innovation in the digital era. Stay connected Join Our Team Search open positions that match your skills and interest. We look for passionate, curious, creative, and solution-driven team players ready to redefine the world of mobility. SEARCH UBER JOBS Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who drive at Uber. READ CAREERS BLOG Job Alert Emails Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Explore the exciting and rewarding career opportunities that await at Uber.
Learn more about Uber
Size
29,300 employees
Market Cap
$48.6 billion
Industry
Net Income
-$6.7 billion
Founded
2009
5 Year Trend
+35.3%
Revenue
$11.1 billion
NASDAQ

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