Vendor Manager - Global Support Operations

**About the Role!** Global Support Organization (GSO) is the critical business team which partners with Community operations to deliver Customer Satisfaction across our Delivery, Mobility, Escalations, SORT and Grocery verticals. We constantly innovate by building new products, simplify processes, automate, reduce defects and thereby reduce the cost of our support. Customer safety and trust are the foundation of our business and form the base of all our initiatives. As Vendor Manager for the US and Canada region you have exceptional executional excellence and are someone can coordinate with cross-functional groups in order to deliver on GSO and CommOps goals and priorities.You are able drive large-scale project management, execution and impact. 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. We are looking for a manager with adequate experience in working on multiple projects simultaneously, with outstanding organizational skills, powerful S-M-L term strategic vision and the ability to prioritize effectively and adjust your approach based on the changing needs of the business. You will also exhibit excellent communication (written and verbal) and collaborative leadership skills. You must be passionate about **_#doingtherightthing_** and have the sensitivity to adapt the most suitable operating strategies to each particular situation. This role will require US&C working hours roughly between the window of 8 AM to 6 PM EST (6:30 PM to 4:00 AM IST) and will need flexibility to work and fix issues in **What the Candidate Will Do:** 1. Collaborate with cross functional teams and be a strategic partner in driving operational excellence across our BPO network 2. Lead through partnership and collaboration in leveraging resources to improve productivity, quality and performance management 3. Monitor service delivery to ensure performance meets standards 4. Build long term strategic vision and uplift our BPO network capabilities to do more complex work, such us Elevated or Premium Support **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 6. Operationalization of the BPO Footprint Strategy 7. Cross-Functional Stakeholder Management 8. Operational Compliance & Risk management / mitigation in BPOs ## **What we need from you:** 1. Go-get-it mindset. Comfortable working in fast-paced changing environments 2. Logical, outcome focused thinking 3. Outstanding written and verbal communication 4. Strong time management, prioritization and organizational skills 5. Fact-driven, solid analytical skills with the ability to connect theory and practicality 6. Proactive thinking and problem identifying 7. Used to working efficiently without the need for close supervision. Self-administration capacity at a high level of consistent delivery 8. Happy to travel and engage with a diversity of people, cultures and ways of working. **Basic Qualifications:** 1. 3+ 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. 2. Strong understanding of Uber customer service processes and CX metrics, with constructive and transformative critical thinking skills. 3. Deep understanding of the Uber Outsourcing strategy and current partner footprint 4. Robust change management capabilities 5. Strong stakeholder management skills and the ability to engage leaders to help get buy-ins 6. Strong working knowledge of Google Suite 7. Strong written and verbal communication skills 8. Native English proficiency **Preferred Qualifications:** 1. 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. 2. Experience in hailing industry and / or tech based companies 3. Lean Six Sigma trained or certification We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together. Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role. \*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 [accommodations@uber.com](mailto:accommodations@uber.com).