Workforce Management Program Analyst Location US-AZ-Phoenix Department Global Community Operations - Community Operations Uber Overview Were changing the way people think about transportation. Not that long ago we were just an app to request premium black cars in a few metropolitan areas. Now were a part of the logistical fabric of more than 600 cities around the world. Whether its a ride, a sandwich, or a package, we use technology to give people what they want, when they want it. For the people who drive with Uber, our app represents a flexible new way to earn money. For cities, we help strengthen local economies, improve access to transportation, and make streets safer. And thats just what were doing today. Were thinking about the future, too. With teams working on new modalities, self-driving cars and even urban air transportation, were in for the long haul. Were reimagining how people and things move from one place to the next. Job Description About the role Global Driver Documents Review is a Line of Business that is critical to Ubers success in onboarding new drivers. It is crucial that documents are processed with accuracy for safety, and on-time in order to provide a smooth onboarding experience for our driver partners. The Workforce Management Program Analyst will be responsible for owning the forecasting process Driver Documents in 10+ languages across North America, EMEA, LatAm, and APAC. He/she will need to determine the best way to staff global Vendors for special lines of businesses, such as, Driver Document Review; in addition, come up with the best operational practices to ensure the work is being completed accurately and efficiently. What You'll Do / What You'll Need / Bonus Points / About the Team What you'll do Manage BPO vendor operations (hiring, staffing efficiency, cost, and operational excellence) Conduct analysis on global Driver Document operations and execute on strategic decisions to ensure that Driver Documents are processed on-time, and cost effectively Develop analytical frameworks and operational processes to support the company in new markets and products Identify operational weaknesses and help improve or innovate new processes to keep teams as efficient as possible. Create, maintain, and communicate detailed reporting models to assist global and regional operations managers What you'll need Bachelors degree in Economics, Business, Engineering, or other quantitative focus Minimum 3 years of experience in an Operations role (Technology or Business) Mastery of SQL, Google sheets, Excel, and Google slides Excellent communication skills both written and verbal skills. Ability to influence others by using data Excellent decision making skills in an environment with ambiguity regarding data and business conditions Up to 20% travel Bonus points 2+ Workforce Management Experience Knowledge of additional programming languages to automate processes (e.g. Python) Yellow/Green Belt Six Sigma About the team At Uber, providing amazing support that establishes trust for riders and driver partnersour communityis a core feature of our product experience. We invest in it and believe in providing the highest quality service implemented in the smartest, most efficient way. The Global Network Team is committed to creating an efficient network that provides our community with a seamless, prompt, and complete resolution to their concerns - every time.