Global Vendor Management Specialist

#Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.

Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform, and partners at enormous scale. Community Operations helps operationalize every new and existing product and idea that Uber comes up with—it’s an organization that touches every part of Uber!

About the Team!

The Vendor Management (VM) team manages the day-to-day operational delivery in our BPO network. BPOs are contact centers with hundreds of ext agents dedicated to providing world-class support for Uber’s consumers, earners, and merchants.

About the Role!

As a VM Specialist, you will be focused on monitoring the performance of our BPO sites, implementing action plans to improve performance metrics, and working on the deployment of tactical projects in collaboration with stakeholders from different CommOps teams. The BPO sites may have operations for various verticals that support our Uber customers: riders, drivers, eaters, shoppers, and couriers. They may be served through multiple delivery channels, such as email, chat, or voice.

We are seeking an individual who is enthusiastic about customer service processes and can leverage their expertise in the deployment of tactical projects and the implementation of performance management routines to ensure that our BPO sites operate at the highest level.

Your Impact in Role:

1. Coordinate the implementation of action plans with our BPO sites in order to improve performance metrics.
2. Validated ability to lead efficiently, set team goals, develop BPO teams to their highest levels of performance, and guide through meaningful situations.
3. Exceptional written and verbal communication; English fluency.
4. Strong project management and organizational skills.
5. 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.
6. Experience with the Google suite of office products and experience working with data.
7. Grow with change and operate flexibly. Willingness to work some weekends and occasional holidays to support a 24/7 operations environment.

Basic Qualifications:

1. Bachelor's degree or equivalent experience.
2. Google Suite proficiency.
3. KPI knowledge (for contact centers).
4. VM processes and procedures knowledge.
5. WFM understanding.

Preferred Qualifications:

1. Strong project management and organizational skills.
2. 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.
3. Experience with the Google suite of office products and experience working with data.
4. Grow with change and operate flexibly. Willingness to work some weekends and occasional holidays to support a 24/7 operations environment.