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 the Candidate Will Need / Bonus Points
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---- What the Candidate Will 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
---- Basic Qualifications ----
- 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 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.
- English fluency
---- Preferred Qualifications ----
- Experience working with our BPO network in support of Uber customer service
- Worked in a high-growth environment
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.