Global Vendor Management Specialist

#Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.

About the Team

Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it's an organisation that touches every part of Uber!

About the Role

As a Vendor Management Specialist, you will be focused on monitoring the performance of our BPO sites, implementing action plans to improve performance metrics, and working on the deployment of tactical projects in collaboration with stakeholders from different CommOps teams. The BPO sites may have operations for various verticals that support our Uber customers: riders, drivers, eaters, shoppers, and couriers. They may be served through multiple delivery channels, such as email, chat, or voice.

• 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
• 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.

• Bachelor's degree
• Google Suite proficiency
• KPI knowledge (for contact centers)
• Vendor Management processes and procedures knowledge
• WFM understanding

• 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.