WFM Enablement AI Transformation Specialist

About the role

In WFM at Uber, we ensure our customers are answered within the SLA threshold most efficiently and effectively. The team works tirelessly with global partners to maintain the optimal balance between customer experience and cost-effectiveness.

As the WFM Enablement AI Transformation Specialist, your primary mandate is to support the convergence of standard workforce management practices with cutting-edge AI technology, automation, and global process standardization. You will act as the bridge between operational pain points and technical execution—designing, prototyping, and deploying AI-driven workflows, LLM agents, and automations to modernize global WFM operations.

The Global WFM Enablement Team is responsible for identifying key strategic improvement opportunities and driving continuous operational innovation across the vast WFM network for Community Operations. The team empowers regional teams by delivering standardized global frameworks, building modern AI/automation capabilities, and establishing best-in-class workflows that elevate overall operational execution and resource efficiency.

What You'll Do

• Build lightweight proof-of-concept AI agents, scripts, and workflow automations (using LLMs, APIs, RPA, and low-code platforms) to streamline core WFM processes such as real-time management, capacity planning, and shrinkage tracking.
• Partner with WFM functional leads to assess technical feasibility during pain point discovery, translating domain knowledge into scalable digital transformation roadmaps.
• Evaluate WFM roles and process failures using analytics and data-driven methods to identify systemic inefficiencies, bottleneck root causes, and high-impact automation opportunities.
• Propose, track, and execute methods to validate tangible cost savings, hours saved, and efficiency gains achieved through process enhancements and AI agent rollouts (monitoring key OKRs/KPIs).
• Create, maintain, and update comprehensive global WFM documentation—including playbooks, SOPs, architectural guidelines, and training materials—to institutionalize process automation and facilitate seamless onboarding.
• Establish lightweight testing, evaluation, and documentation standards for automated workflows to ensure AI tools are transparent, explainable, auditable, and aligned with enterprise security policies.

Basic Qualifications

• Graduate degree or equivalent practical experience.
• 2+ years of hands-on experience in WFM (forecasting, scheduling, or capacity planning) or operational workflow automation.
• Demonstrated experience prototyping lightweight automations using LLMs, APIs, scripting, or automation platforms (e.g., Zapier, Make, LangChain, Python, or RPA tools).
• Proven track record in project management and change management for technical rollouts.

Preferred Qualifications

• Bachelor’s degree in Business, Computer Science, Economics, Industrial Engineering, or other quantitative/technical fields.
• Hands-on proficiency with SQL, advanced spreadsheets (Google Sheets/Excel), and data visualization tools (Looker, Tableau, PowerBI).
• Direct experience with enterprise WFM software suites (e.g., NICE IEX, Aspect/Alvaria, Verint, Teleopti).
• Proven ability to translate complex technical concepts (AI agent frameworks, API integrations) into clear operational playbooks and executive demos.
• Familiarity with Dev Ops/MLOps practices for prototyping, testing, and scaling internal tools.
• Self-starter mindset with strong problem-solving skills, adaptability, and a customer-centric orientation.