Job
Description
About The Role At Uber, providing amazing support that establishes trust for riders, eaters, couriers, and driver-partners-our community-is a core feature of our product experience. We invest in it and believe in providing the highest quality service executed in the smartest, most efficient way. The Global Support Operations Team is committed to building an efficient network that provides our community with a seamless, prompt, and complete resolution to their concerns - every time. We are looking for a Vendor Operations Manager who is passionate about managing customer service processes and will be able to lead and drive our global Business Process Outsourcing (BPO) network for a key APAC market. BPOs are contact management centers with hundreds of employees dedicated to providing world-class customer support to consumers, earners and merchants. Uber relies on the BPO network to provide support for our customer service issues across our various lines of business, reporting and monitoring critical metrics such as CSAT, Quality and efficiency for the tens of thousands of BPO agents, and provide an environment to pilot support for new products or test new support modalities or processes. This will be a managerial role with a focus on solving problems through data and leading teams to deliver stellar outcomes and continuous process improvement. The applicant should have very strong multi-tasking abilities while being able to understand the long-term vision and goals of the global programs team. Prior experience in directly working with and/or leading BPO operations is also a must. Those interested should be excited to demonstrate those skills and be eager to lead! Your Impact in Role Lead Operational BPO performance on the ground while maintaining connection and engagement with cross functional teams in GSO. Be responsible for the creation of long-term strategies for achieving goals and delivering exceptional customer support Perform analysis on historical performance in areas such as efficiency, CSAT and Quality to ensure emerging trends are captured Engage strategically with stakeholders to improve internal processes and the overall user experience for customers Handle key projects and program-manage critical initiatives with a site-wide or regional impact. Story telling : Ability to present the project insights and impact to executives in a concise manner. Partner with WFM and provide analysis and recommendations to improve service levels and efficiency; Identify operational weaknesses and help improve or innovate new processes to keep teams as efficient as possible You'll be working closely with the RCOs while serving as THE go to person for many key initiatives and updates; Key point of contact for partners The Experience You'll Bring Basic Qualifications Bachelor's degree Confirmed experience in both leading and partnering with our BPO network in support of Uber customer service Validated ability to lead efficiently, set team goals, develop BPO teams to their highest levels of performance, and guide through meaningful situations Exceptional written and verbal communication; English fluency Strong project management and organizational skills Balance attention to detail with swift execution - we need to do things quickly, and we need to do them well. Juggling those can be challenging, and this should be a strength Experience with the Google suite of office products, experience working with data. Grow with change and operate flexibly. Willingness to work some weekends and occasional holidays to support a 24/7 operations environment Preferred Qualifications Strong project management and organizational skills Balance attention to detail with swift execution - we need to do things quickly, and we need to do them well. Juggling those can be challenging, and this should be a strength Experience with the Google suite of office products, experience working with data. Grow with change and operate flexibly. Willingness to work some weekends and occasional holidays to support a 24/7 operations environment Have used any of the Ai tools to drive efficiencies in your projects Uber's Hybrid Working Model: At Uber, we embrace a hybrid working model. Employees work from the office at least 60% of the time, with Tuesdays, Wednesdays, and Thursdays as mandatory in-office days. Show more Show less
