Job Description

Vendor Manager

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.

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.

About the Role

Vendor Manager role is a great opportunity to be part of building operational excellence at Uber’s business. Reporting to the Head of Vendor Operations, you will be partnering with both our BPO providers and Uber teams in order to implement strategies based on data analysis.

• Drive operational excellence across our Contact Center BPO network and partner with Uber teams to positively impact driver and partner experience.
• Daily and weekly operations KPI review and management
• Calibrate BPO account leads on the daily, weekly and quarterly priorities, while driving the operational teams to execute
• Be an onsite presence at our BPO providers, centered on collaboration with Uber internal teams to optimize tools, processes and content resources
• Demonstrate excellent business analytics to perform root cause analysis activities
• Lead through partnership and collaboration in leveraging resources to improve training, quality and performance management
• Detailed reporting and metrics preparation
• Program and technical management
• Operations process standardization and best practice sharing in a changing environment, across multiple BPO providers
• Champion and guide the deployment of new operations and/or services within the customer service support network

What You’ll Need

• A minimum of 5 years of experience with Customer Experience, BPO Operations is expected, but we will consider candidates with less experience if they meet our other requirements.
• Professional proficiency in English and Spanish

About the Team

• You'll be a part of a regional top performing team focused on being customer centric and operational excellence. We make things happen, think out of the box and provide solutions to our stakeholders.

See our Candidate Privacy Statement

At Uber we don’t just accept difference—we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Uber is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.