Director, Head of Support Operations, Delivery

About the Role

We're looking for a high impact business leader to manage our Business Process Outsourcing (BPO) contact center network supporting Uber's global Delivery business. As the Head of Support Operations for Delivery, you will have full ownership of BPO performance as the single point of accountability. You will ensure excellence in operations, quality, and cost, and you will tackle upstream issues head-on, champion customer experience, and drive continuous improvement across all delivery channels. You will be responsible for implementing site and vendor strategies, and managing contact center vendor relationships. The right person is ready to make tough data-backed decisions in a high-stakes, high-speed environment, and as a strong people leader you are passionate about delivering wow customer experiences, adept at navigating highly matrixed organizational structures, and are a great coach.

What You'll Do

• Own all facets of effectively managing the business relationship with Uber's customer support Business Process Outsourcing partners (BPOs) supporting the Delivery lines of business and the daily activities of the contact centers.
• Own and execute a performance strategy that uses a balanced scorecard framework, ensuring simultaneous optimization for customer experience, quality, process improvement, and financial results.
• Determine operational strategies, conduct needs assessments, performance reviews, budget planning, and cost/benefit analyses.
• Analytically drive the metrics used to evaluate Community Operations, including customer satisfaction, quality, efficiency and thoroughness to meet performance objectives.
• Lead a geographically distributed team of service delivery managers who manage over 7,500 BPO agents across globally distributed BPO sites, supporting Uber's Merchants, Eaters and Courier.
• Coach, counsel, and develop team members to support them in delivery excellence and career development goals.
• Collaborate with our solutions teams to drive contact center procurement activities including vendor strategy, business requirement scoping, location assessments, request for proposal administration, and pricing and contract negotiation.
• Leverage best-in-class change management practices to effectively manage a high rate of change across the BPO network.
• Partner with Uber's Regional CX leaders to define BPO solutions to support new products and markets, and solve existing support and business challenges.
• Evangelise agent-assist technology requirements, development, implementation and adoption.
• Work in partnership with your peers to drive global consistency and standardization across Uber's BPO network while accounting for local nuance.
• Demonstrate a management style that encourages collaboration, participation, and ownership, along with a continuous focus on action, customer satisfaction, support personnel satisfaction and financial management.
• Provide insights and recommendations to the executive team on how to improve the business and deliver on business objectives through timely, in-depth and comprehensive forecasts, projections and data.

• Bachelor's degree or equivalent work experience.
• 10+ years of support center leadership experience.
• Experience leading large scale customer support outsource operations, including developing support strategies, contract negotiations, performance management, and on/off boarding activities.
• Experience leading diverse internationally dispersed teams.
• Strong understanding of the global markets, including but not limited to EMEA, Brazil and Japan, and their unique mix of languages, cultures, and unique regulatory environment.
• Willingness to travel domestically and internationally 30 - 50% of the time.

• Able to succeed in an ambiguous, rapidly changing environment where there are multiple priorities and tight deadlines.
• Skilled at developing high-level goals and connecting with day-to-day execution.
• Strong technical and analytical proficiency.
• Exceptional verbal and written communications skills; strong storytelling and executive presence skills.
• Skilled in defining, leading, and managing change across global organizations, driving impact and alignment in highly matrixed environments.
• Experience defining tools and technology requirements for agents and experience implementing and driving adoption of new contact center technologies.
• Strong Leadership and Management Skills:
• Possess a passion for excellence leading and developing high-performance teams.
• Committed to attracting and retaining top talent and fostering a passion for operational excellence.
• Exceptional stakeholder management skills, including the credibility and gravitas to garner the respect of both internal and external stakeholders.
• Must have the confidence to act quickly and decisively, often without an abundance of data.
• Able to define a clear strategy for the organization, inspiring the team to accomplish goals and objectives.
• Go get it done attitude, willing to get into the details when needed, overcome adversity and play to win for the people we serve, seizing opportunities to work without constraints.
• A great teammate by nature, demonstrates a genuine give-and-take approach to problem solving, acting as a true peer and partner to relevant stakeholders across the organization.
• MBA preferred but not required.