Vendor Management Specialist

About the Role

The Vendor Management Specialist role will be directly responsible for ongoing monitoring and health of our customer service processes with our external BPOs. 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.

What You'll Do

• Executes on core work and processes for customer service operational excellence in the BPO network
• Perform analysis on historical performance in areas such as efficiency, CSAT and Quality to ensure emerging trends are captured
• Create reporting and monitoring to ensure performance meets standards
• Troubleshoot gaps in performance and work with Vendor Managers and BPO teams to remediate
• Participate in projects where appropriate
• Execute on agreed process to ensure service delivery
• Perform modifications and enhancements on existing reports based on evolving business requirements
• Basic project and stakeholder management

• Multilingual - fluent in both Mandarin and English (Knowledge of Cantonese is a plus)
• Bachelor's degree
• 2+ years work experience in Business Analytics, Operations Management, Customer Service or Business Processes
• Exceptional written and verbal communication and organizational skills
• Collaborator within your team, as well as externally; you are a big thinker and never view problems that arise as microscopic, but rather take a step back to make decisions that are in the best interest of the COE, Uber, and our community
• You are a resourceful go-getter, always willing to take initiative and address something hands-on, you persevere when others give up.
• Optimistic leadership: you are passionate about making magic for our Community. You realize the vital role that performance management plays in appropriately cultivating positive experiences with our riders and driver partners, allowing for positive support experiences every time, all the time
• Experience with the Google suite of office products, experience working with data.

• Experience working with our BPO network in support of Uber customer service
• Work in a high-growth environment
• Expertise in usage of AI to drive work efficiency and effectiveness