About The Role
- At Uber, providing amazing customer support that establishes trust for riders, earner partners, eaters, and delivery partners-our community-is a core feature of our product experience. We invest in this mission and believe in providing the highest quality service executed in the smartest, most efficient way.
- As a key support role for your Region and WFM Program Manager, you will be involved in various activities to ensure the optimal functioning of designated programs. This includes collaborating with internal stakeholders through meetings, such as performance reviews, team meetings, and project updates. Additionally, you will engage in discussions with external stakeholders, particularly BPOs, regarding capacity management.
- You will contribute to performance management and assist with data management tasks, including ensuring data accuracy across multiple sources. You will also review forecasts and gather insights for weekly capacity calls with BPO partners.
- You will also help drive SLA management, reviewing historical and projected metrics, analysing performance data,
and presenting observations to address efficiency gaps.
- This role offers an opportunity to contribute to the success of the WFM Program, making a significant impact on operational efficiency and cost savings.
What The Candidate Will Need
Meetings with Internal Stakeholders:
- Attend and participate in performance management discussions
- Participate and support FTE governance process
- Contribute to weekly business reviews
Meetings With External Stakeholders
- Engage in discussions with BPO partners pertaining to capacity management
- Participate in performance management discussions with external stakeholders
Program Management
- Manage recent LOB launches and footprint changes
- Provide support for data required for Jira disputes
- Participate in and contribute to projects that improve business efficiency, such as cost savings and operational efficiency improvements in WFM