Vendor Operations Manager

About the Role

The EMEA Vendor Management team, part of GSO ( Global Support Operations ) is the team responsible to manage the service delivery and overall relationship with our 3rd party vendors (BPOs) managing our CX Operations, in this case for all EMEA.

We are responsible for managing a BPO network of more than 5.000 agents that handles more than 90% of the interactions for all EMEA customer service, in multiple languages and channels, for all verticals. This team plays a vital role in ensuring that said network is set for success, and it delivers performance according to expectations, and business needs.

As a Vendor Operations Manager, your role will be to manage a part of our EMEA BPO Operations for Mobility & Safety. To do this, you will work closely with Regional CommOps Teams, and getting support from a team of Operations Specialists. You will work in a highly-matrixed organization, having a strategic and structured approach to operations in several markets.

You will be responsible for ensuring that the BPOs are set for success, and delivering the service that's required from them. You will collaborate with other cross-functional teams (WFM, L&D, QA, Content, etc) and Regional/Global Program Teams (RCOs).

We are looking for someone with relevant operations experience, showing outstanding strategic thinking & stakeholder management skills. Last but not least, you must be passionate and committed about always #doingtherightthing

What you'll do

• Collaborate with cross functional teams (global & regional), and be a strategic partner in driving operational excellence across our BPO network
• Lead through partnership and collaboration to leverage resources, ultimately improving productivity, quality, and performance management.
• Partner with our team of Vendor Operations Specialists to monitor performance, ensuring that service delivery requirements are being met.
• Relationship Management:
  • Own the relationship with our BPO partner(s) for the initiatives/operations under that scope.
  • Help the BPO Partners navigate and get assistance from the Uber cross-functional teams whenever required.
  • Engage in onsite visits when needed
• Performance Management:
  • Focus on quality and efficiency across sites, from a vertical / geo perspective
  • Proactive monitoring on performance variations
  • Address gaps in performance and remediate
• Operationalization of the BPO Footprint Strategy
• Cross-Functional Stakeholder Management
• Operational Compliance & Risk management / mitigation in BPOs

Basic Qualifications

• 3-5 years work experience in Program or Operations Management in Uber Customer Service, Vendor management or BPO management.
• Vendor management experience is essential
• Good knowledge of Uber customer service processes, with constructive and transformative critical thinking skills. Be ready to elevate the current way of working to the moon!
• Robust change management capabilities
• Strong stakeholder management skills; ability to strategically align and get buy ins from multiple business partners
• Working knowledge of Google Suite
• Strong written and verbal communication skills
• English Fluency. Knowledge in a second EMEA language is a plus.

Preferred Qualifications

• Experience working in a crosscultural, 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.
• PMP trained or certification
• COPC trained or certification
• A second EMEA Language (aside from English)