As COVID-19 forced organizations to shift their operations online overnight, Upwork was ahead of the game. Naturally, many companies had difficulty navigating this drastic change, while others, such as Upwork, the world’s most significant work marketplace, had been operating in this way for decades: before the pandemic, Upwork had 1200 team members in over 800 cities. Charlotte Johnson, Upwork's Senior Director of Workplace and Remote Organizational Effectiveness, shares essential insights from Upwork’s experience handling the obstacles and possibilities of modern, distributed work.
For us, remote work isn't just a response to external circumstances; it's a fundamental aspect of our organizational DNA
Johnson says. With a globally distributed workforce, Upwork understands the value of combining remote and in-person work strategies. Johnson highlights the importance of harmony between these two worlds to provide a rich and collaborative team member experience, regardless of the physical location.
Recognizing that the workplace extends beyond the physical sphere, Upwork focuses on synchronizing work environments, technologies, and working methods to improve collaboration and efficiency.
Despite Upwork’s pre-existing remote work culture, the post-COVID shift presented Upwork with challenges in scaling up its distributed practices. In particular, the company has dedicated time and attention to providing resources to maintain connection among its globally distributed workforce.
A connected workforce is vital to building trust, fostering belonging, and enabling effective teamwork among team members spread across time zones and operating within different organizational spheres
says Johnson. Recognizing the value of in-person and virtual interactions, the organization offers a variety of opportunities for team members to engage, ranging from official events to self-service resources.
Operating a flexible model across multiple regional hubs presents unique challenges, but Upwork maintains a strong focus on connectivity
Johnson explains. Through active Slack channels, virtual coffee sessions, and local meetups, they cultivate a shared culture that transcends geographical boundaries, enabling team members to forge meaningful connections irrespective of location.
Upwork’s entirely virtual, highly-rated onboarding program sets the stage for remote-first excellence. This comprehensive program, coupled with mentorship and buddy systems, helps new hires integrate seamlessly into the company culture. By providing resources and opportunities for connection from day one, they set the stage for long-term success. Johnson states,
We have programs that are tailored to new hires. We have belonging communities. We have various resources to connect socially, virtually, and in person. And we have a robust intentional gathering program that guides teams to run effective virtual meetings and to come together in person for deep teamwork and team bonding.
As traditional metrics lose their value in gaining complete insight into the employee experience, Upwork has worked on new ways to track success. Wanting to enhance team member experiences, they regularly collect feedback and analyze data to refine their strategies.
Driving engagement requires collaboration across internal stakeholders,
notes Johnson. Upwork's People organization works closely with diversity and inclusion teams, people analytics, and business partners to design initiatives that promote connection and recognition. They foster a culture of continuous improvement and innovation by sharing success stories and insights from Upwork teams and scaling them across the organization.
While Upwork doesn't have an open-source remote work playbook, it offers valuable insights through its blog and internal stories. Series like "Upwork on Upwork" share real-world examples of how Upwork leverages remote work strategies to collaborate effectively with independent professionals, offering inspiration to others navigating the remote landscape.
Upwork advocates for a flexible approach tailored to individual choice within a workplace environment that provides structure, systems, and frameworks to enable effective remote teamwork. While structured hybrid models offer the allure of the “best of both worlds”—providing partial flexibility while facilitating regular in-person connections—Johnson cautions against mandating office attendance, emphasizing the importance of autonomy and trust in fostering employee satisfaction.
For Upwork, organizational flexibility is rooted in clear guiding principles. Embracing flexibility in where and when work happens, they prioritize outcomes over inputs, fostering a culture of trust and empowerment. By aligning systems and processes with these principles, they create an environment conducive to engagement and collaboration. Johnson shares,
You've got to start with powerful underlying principles that say, ‘We are a flexible company. This is what that means. This is how we work together to ensure that everyone's operating from the same playbook. Beyond these fundamentals, we encourage teams to innovate and adopt working norms based on their unique team dynamics and goals.
In an era of change and uncertainty, Upwork's approach to hybrid work is a testament to adaptability and resilience. By embracing flexibility, fostering connections, and prioritizing engagement, they pave the way for a future where distributed work isn't just a necessity but a strategic advantage.
