Service Delivery Manger
5 days ago
**#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 organisation with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.
**About the Role***
We are looking for a Vendor Operations 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 a key USnC and LATAM market for Id Ops process. BPOs are contact management centers with hundreds of employees dedicated to providing world-class customer support to consumers, earners and merchants. Uber relies on the BPO network to provide support for our customer service issues across our various lines of business, reporting and supervising critical metrics such Quality and efficiency for the tens of thousands of BPO agents, and provide an environment to pilot support for new products or test new support modalities or processes.
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 also a must. Those interested should be excited to demonstrate those skills and be eager to lead
**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 outstanding 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
**The Experience You'll Bring**:
- Working experience in both leading and partnering with our BPO network in support of Uber customer service
- Validated ability to lead efficiently, set team goals, develop BPO teams to their highest levels of performance, and guide through meaningful situations
- Outstanding written and verbal communication; English proficiency
- Strong project management and interpersonal skills
- Balance attention to detail with swift execution - we need to do things quickly, and we need to do them well. Prioritising 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
- A bachelor's degree in any field
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