Vendor Manager

About the Role

Global Support Organization (GSO) is the critical business team which partners with Community operations to deliver Customer Satisfaction across our Delivery, Mobility and Grocery verticals.

We constantly innovate by building new products, simplifying processes, automating, reducing defects and thereby reducing the cost of our support. Customer safety and trust are the foundation of our business and form the base of all our initiatives. As Vendor Manager you are an exceptional leader who can execute against a vision and coordinate cross-functional groups in order to deliver on GSO and CommOps goals and priorities. You are able to work within highly-matrixed organizations and drive large-scale project management, execution and impact.

In this role, you will be responsible and accountable for helping drive projects across our BPO partner network, from global initiatives to tasks such as driving performance improvement via best practices, implementing best-in-class performance management models or helping to implement changes within our BPO footprint.

You will be working very closely with regional and global leaders, your own team and the partner network to align on projects and help translate visions into reality. You'll also manage a small team who will help enable you to cultivate insights for the vendor management team to be able to deliver more insights and value to the business.

We are looking for a manager experienced in working on multiple projects simultaneously, with outstanding organizational skills, powerful S-M-L term strategic vision and the ability to prioritize effectively and adjust your approach based on the changing needs of the business. You will also exhibit excellent communication and collaborative leadership skills.

You must be passionate about #doingtherightthing and have the sensitivity to adapt the most suitable operating strategies to each particular situation.

What You'll Do

• Collaborate with cross functional teams and be a strategic partner in driving operational excellence across our BPO network via the projects you're involved in
• Lead through partnership and collaboration in leveraging resources to effect change and improvement
• Be a thought leader and steward of data and information for your team, leveraging your analytical skills to guide and advise
• Develop executive-level communications and presentations for Uber's leadership to drive key stakeholder alignment and communicate how projects and recommendations are connected to larger customer support goals
• Relationship Management: form a trusted connection with BPO leadership to be able to assist them in their collaboration with Uber and also drive your initiatives forward through them
• Actively engage in BPO Footprint Strategy related projects

• 3+ years work experience in Program management, Vendor management, BPO management and or within a relatable field
• Bachelor's degree or equivalent experience

• Go-get-it mindset
• Comfortable working in fast-paced changing environments
• Logical, outcome focused thinking
• Strong stakeholder management skills; ability to strategically align and get buy ins from multiple business partners
• Strong skills in Google Suite tools
• Excellent written, verbal, and interpersonal communication skills
• Detail oriented, data driven, and results focused
• Critical thinking / ability to understand strategic business drivers across disparate businesses will be essential to success
• Strong time management, prioritization and organizational skills
• Fact-driven, solid analytical skills with the ability to connect theory and practicality
• Able to work in a complex matrix environment where collaboration between different areas and management by influence is key to succeed
• Thrives under pressure. Knows how to keep other teams on track and keep their attention on the important topics
• Ability to effectively manage multiple projects / workstreams / discussions simultaneously
• Proactive thinking, strategic mindset, overall vision (big picture, #seetheforest andthetrees)
• Lean Six Sigma trained or certification
• PMP trained or certification
• Change Management trained or certification
• Used to working efficiently without the need for close supervision
• Self-administration capacity at a high level of consistent delivery
• Happy to travel if need be