Uber Vendor Manager - Global Support Operations 

United States, West Virginia 

520324496

In this role, you will be responsible and accountable for BPO relationships and delivery against agreed KPIs, launches and new initiatives. You will also be involved in global projects to drive best practices, implement best-in-class performance management models and implement the right BPO footprint strategy for those markets under your scope.

You will be working very closely with regional, central and global leaders to align with them on service delivery and execution strategy.

The scope of this role will be mainly focused on the Mobility Vertical, supporting the US and Canada region in all modalities and offering multi language (English, Spanish, French, etc) support.

• Collaborate with cross functional teams and be a strategic partner in driving operational excellence across our BPO network
• Lead through partnership and collaboration in leveraging resources to improve productivity, quality and performance management
• Monitor service delivery to ensure performance meets standards
• Build long term strategic vision and uplift our BPO network capabilities to do more complex work, such us Elevated or Premium Support.
• Operationalization of the BPO Footprint Strategy
• Cross-Functional Stakeholder Management
• Operational Compliance & Risk management / mitigation in BPOs.

Relationship Management:

1. Owns the relationship with our BPO partner(s)
2. POC for the partner(s) to navigate inside Uber and for the internal stakeholders to get the operational insights from the BPOs.
3. Engages onsite when needed and will require flexibility to travel and availability outside of working hours in certain situations.

Performance Management:

1. Have a data centric mindset to understand root causes in performance issues/ impacts and be able to articulate identified opportunities.
2. Focus on quality and efficiency across sites, from a vertical / language/ modality perspective.
3. Proactive monitoring on performance variations.
4. Troubleshoot gaps in performance and remediate in partnership with other cross functional teams and BPO partners.
5. Implement Action Plans when required and follow up until full resolution

Basic Qualifications

• 4+ years work experience in one of the following Program management in Customer Service, Vendor/ BPO management, Contact center management, learning and development, work force management.
• Good knowledge of customer service processes and CX metrics, with constructive and transformative critical thinking skills.
• Robust change management capabilities
• Strong stakeholder management skills; ability to strategically align and get buy ins from multiple business partners
• Strong working knowledge of Google Suite
• Strong written and verbal communication skills
• Native English and Tagalog fluency

Preferred Qualifications

• Experience working in a cross functional, multi geography setup. This is a global role that requires an understanding and sensitivity to different realities, able to adapt both mindset and strategies according to each culture.
• Experience in hailing industry and / or tech based companies
• Lean Six Sigma trained or certification
• PMP trained or certification
• COPC trained or certification

Additional Qualifications:

• Go-get-it mindset. Comfortable working in fast-paced changing environments
• Logical, outcome focused thinking
• Outstanding written and verbal communication
• Strong time management, prioritization and organizational skills
• Fact-driven, solid analytical skills with the ability to connect theory and practicality
• Able to work in a complex matrix environment where collaboration between different areas and management by influence is key to succeed
• Thrives under pressure. Knows how to keep other teams on track and keep their attention on the important topics. Ability to effectively manage multiple projects / workstreams / discussions simultaneously
• Proactive thinking, strategic mindset, overall vision (big picture,#see the forest and the trees)
• Used to working efficiently without the need for close supervision. Self-administration capacity at a high level of consistent delivery
• Happy to travel and engage with a diversity of people, cultures and ways of working.

* Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to .