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Vendor Manager

Strategy & Program Operations, Community Operations
in Taguig City, Philippines

About the Role

The Program Manager, Vendor Management will report to the Program Leader, Vendor Manager, and own the relationship with the BPO site(s), the performance management, and service delivery. This role is accountable and responsible for BPO interactions and acts as a single POC for the BPO navigating in Uber, as well as Uber internal stakeholders playing a role in the support operations.

We are looking for someone passionate about leading customer service processes and who has worked within customer service networks.

This role will be following the US time zone.

What You'll Do

  • Implementation of Projects & Pilots
  • Responsible for driving operational excellence across our Contact Center BPO network and partnering with Uber teams to positively impact our delivery operations.
  • Collaborate with cross-functional team and be a strategic partner.
  • Lead through partnership and collaboration in using resources to improve training, quality, and performance management.
  • Build a long-term strategic vision and uplift our BPO network capabilities to do more complex work more effectively and efficiently with better experience outcomes.
  • Focus on quality and efficiency related metric.
  • Operational Compliance & Risk management and mitigation.
  • Build reporting and monitor service delivery to ensure performance meets standards.
  • Troubleshoot gaps in performance and remediate.

Basic Qualifications

  • Minimum 5+ years work experience in Program Management, Vendor management
  • Bachelor's degree or equivalent experience
  • Experience with customer support and outsourcing environment
  • Outstanding written and verbal communication and interpersonal skills
  • Strong stakeholder management skills; ability to strategically align and get buy-ins from business partners
  • Experience leading process re-engineering and operational excellence projects
  • Exposure to sales, growth, and customer support outsourcing
  • Exposure working in a cross-functional, multi-geography setup

Preferred Qualifications

  • Lean Six Sigma trained or certification
  • PMP trained or certification
  • COPC trained or certification
  • Exposure to basic SQL

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 10,000 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.

At Uber, we reimagine the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We've grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere.

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.


See our Candidate Privacy Statement>

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, Veteran Status, or any other characteristic protected by law.