Workforce Management Specialist IV

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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.

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.