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Uber

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4.2

based on 828 Reviews

Proud winner of ABECA 2024 - AmbitionBox Employee Choice Awards

Top Rated Internet/Product Company - 2024

62 Uber Jobs

Vendor Manager - Global Support Operations

Uber

4.2

based on 828 Reviews

3-6 years

Gurgaon / Gurugram

1 vacancy

Vendor Manager - Global Support Operations

Uber

posted 8hr ago

Job Role Insights

Flexible timing

Key skills for the job

BPO Customer Service Outsourcing Project Management Spanish French Language

+ 4 more

Job Description

We are looking for a manager with adequate experience 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 (written and verbal) and collaborative leadership skills.

You must be passionate about

What the Candidate Will Do:

Collaborate with cross functional teams and be a strategic partner in driving operational excellence across our BPO network
Lead through partnership and collaboration in leveraging resources to improve productivity, quality and performance management
Monitor service delivery to ensure performance meets standards
Build long term strategic vision and uplift our BPO network capabilities to do more complex work, such us Elevated or Premium Support

Relationship Management:

Owns the relationship with our BPO partner(s)
POC for the partner(s) to navigate inside Uber and for the internal stakeholders to get the operational insights from the BPOs
Engages onsite when needed and will require flexibility to travel and availability outside of working hours in certain situations.

Performance Management:

Have a data centric mindset to understand root causes in performance issues/ impacts and be able to articulate identified opportunities
Focus on quality and efficiency across sites, from a vertical / language/ modality perspective
Proactive monitoring on performance variations
Troubleshoot gaps in performance and remediate in partnership with other cross functional teams and BPO partners
Implement Action Plans when required and follow up until full resolution
Operationalization of the BPO Footprint Strategy
Cross-Functional Stakeholder Management
Operational Compliance & Risk management / mitigation in BPOs

What we need from you:

Go-get-it mindset. Comfortable working in fast-paced changing environments
Logical, outcome focused thinking
Outstanding written and verbal communication
Strong time management, prioritization and organizational skills
Fact-driven, solid analytical skills with the ability to connect theory and practicality
Proactive thinking and problem identifying
Used to working efficiently without the need for close supervision. Self-administration capacity at a high level of consistent delivery
Happy to travel and engage with a diversity of people, cultures and ways of working.

Basic Qualifications:

3+ years work experience in one of the following Program management in Customer Service, Vendor/ BPO management, Contact center management, learning and development, work force management.
Strong understanding of Uber customer service processes and CX metrics, with constructive and transformative critical thinking skills.
Deep understanding of the Uber Outsourcing strategy and current partner footprint
Robust change management capabilities
Strong stakeholder management skills and the ability to engage leaders to help get buy-ins
Strong working knowledge of Google Suite
Strong written and verbal communication skills
Native English proficiency

Preferred Qualifications:

Experience working in a cross functional, multi geography setup. This is a global role that requires an understanding and sensitivity to different realities, able to adapt both mindset and strategies according to each culture.
Experience in hailing industry and / or tech based companies
Lean Six Sigma trained or certification

Employment Type: Full Time, Permanent

Read full job description

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