Community Operations Manager

About the role

Working at Uber is where real people solve real problems in real time. The pace is intense, the stakes are high, and the answers aren't always clear. You'll need to stay calm under pressure, balance empathy with action, and make decisions that move quickly—and with care. If you're sharp, steady, and motivated by meaningful service at scale, this is where you'll grow.

As an Operations Manager, you will lead the charge in operationalizing Uber's most critical customer-facing programs, from managing high-stakes escalations to building entire support footprints for emerging technologies. You will navigate a highly ambiguous environment where you are expected to turn complexity into clarity, leading high-performing teams to deliver excellence across global and regional support networks. This role isn't about following a set script; it's about owning the outcome, managing intense stakeholder pressures, and driving continuous improvement in a world that never stops moving.

Responsibilities

• 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.

Requirements

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.

• 5 years of experience in contact center workforce management principles and metrics, including Service Level Agreements (SLAs), average handle time (AHT), occupancy, shrinkage, and real-time adherence techniques.
• 5 years of experience in workforce management processes across multiple sites or regions.
• Experience in coordinating with both in-house teams and outsourced vendors to meet unified service objectives.
• Experience with workforce management software tools (NICE IEX, Aspect, or Verint).
• Microsoft Excel skills for data analysis (e.g., pivot tables, complex formulas).
• Experience in analysis and collaboration with cross-functional stakeholders to implement staffing strategies.

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 compensation, including equity.

Benefits

You will be eligible for various benefits. More details can be found at Uber's benefits page.

Schedule

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.