About the Role
We are looking for a Vendor Manager who is passionate about managing customer service processes and will be able to lead and drive our global Business Process Outsourcing (BPO) network for Japan. This will be a managerial role with a focus on solving problems through data and leading teams to deliver stellar outcomes and continuous process improvement. The applicant should have very strong multi-tasking abilities while being able to understand the long-term vision and goals of the global programs team. Prior experience in directly working with and/or leading BPO operations is preferred.
Your Impact In Role
- 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
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The Experince You'll Bring
- Experience in both leading and partnering with BPO partners in support of customer service
- Validated ability to lead efficiently, set team goals, develop BPO teams to their highest levels of performance, and guide through meaningful situations
- Exceptional written and verbal communication; Fluency in both Japanese and English is required
Preferred Qualifications
- Excellent communication and presentation skills
- Strong project management and organizational ability
- 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
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.