Upwork ($UPWK) is the world’s work marketplace. We help connect companies large and small with top independent talent from around the world. Simply put, our mission is to create economic opportunities so people have better lives.

Every year, more than $2 billion of work is done through Upwork by skilled independent professionals who want the freedom of working anytime, anywhere.

The Customer Experience and Trust Team is a key pillar of Upwork’s PEX (Product Experience) Organization, ensuring the overall integrity of the Upwork Marketplace, building efficient operations that enable high-quality customer support and trust experiences, and informing the rest of the company of emerging trends and opportunities. The Senior Manager, Systems and Workforce Management and their team will play a critical role in vendor selection and management across all of CX & T, evaluating vendors that help the teams deliver against aggressive business goals and creating a roadmap that delivers rapid rollout of new tools and features, and improves ROI from each of our many external tools. In addition, the Systems and Workforce Management team will own shared tools and processes including workforce management and staffing, contractor management, onboarding & training and QA.

This role is essential to ensuring the CX & T Team’s success, and will develop and implement a strategy to improve Upwork’s “self-service” and “digital” experiences, reducing reliance on human operations while maintaining or improving customer experience and satisfaction.

Your Responsibilities:

• Along with your team, work with partners across CX & T and PEX to identify needs and opportunities for new external vendors or expanded relationships with current vendors, and complete RFP and evaluation processes in coordination with Infosec and Legal partners.
• Establish relationships with key vendors that allow Upwork teams to enhance ROI through effective and efficient use of all features and functionality. Consolidate vendors where appropriate in order to build a strong, manageable and scalable technology infrastructure that supports future growth.
• Create and lead a vision that emphasizes self service and digital experiences to support and improve customer experiences. Build and hold teams accountable to OKRs based on business priorities and growth opportunities.
• Evaluate data from workforce, vendor applications and internal systems to help right-size workforce by timezone and priority, and partner with key stakeholders to evaluate successes and changes.
• Generate and use performance data and analysis to propose improvements, generating cost efficiencies and enabling a culture of thoughtful planning, open and clear communication.
• Create a center of excellence for services shared across CX & T, including staffing, contractor management, training and onboarding, QA and more.

What it takes to catch our eye:

• Experience in Workforce Management, Vendor Management, and/or Customer Support Operations and people leadership experience.
• A strong communicator, motivator, and decision-maker with demonstrated ability to work effectively with people at all levels and communicate plans, progress and concepts through data.
• Previous experience bringing maturity to an early-stage WFM and vendor management program
• Self-starter with strong sense of urgency and accountability who has excellent focus on attention to detail with the capability to work and make decisions in a fast paced environment
• Outstanding analytical and problem solving skills. Ability to evaluate and solve problems incorporating multiple perspectives.
• Ability to make, articulate and implement data-driven decisions

Come change how the world works.

At Upwork, you’ll shape talent solutions for how the world works today. We are a remote-first organization working together to create exciting remote work opportunities for a global community of professionals.  While we have physical offices in San Francisco and Chicago, currently we also support hiring of corporate full-time employees in 15 states in the United States. Please speak with a member of our recruitment team to determine whether you are located in a state in which we are hiring corporate full-time employees. 

Our vibrant culture is built on shared values and our mission to create economic opportunities so that people have better lives. We foster amazing teams, put our community first, and have a bias toward action. We encourage everyone to bring their whole selves to work and grow together through development opportunities, mentorship, and employee resource groups. Oh yeah, we’ve also got amazing benefits.

Check out our Life at Upwork page to learn more about the employee experience.   

Upwork is proudly committed to recruiting and retaining a diverse and inclusive workforce. As an Equal Opportunity Employer, we never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

#LI remote