Uber Sr Program Leader Comm Ops 

United States, West Virginia 

226891658

• 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.

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.

* 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 .