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LATAM Vendor Management

Community Operations
in Sao Paulo, Brazil

About the Role

The LATAM Vendor Management 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.

What You'll Do

  • 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

  • Bachelor's degree in Economics, Finance, Statistics, Engineering, Business, Marketing or similar field -- if you think your background brings something to the table, we want to hear from you!
  • 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.
  • Roll up your sleeves and get into the details approach
  • High adaptability to change and ability to execute quickly
  • Speed, resourcefulness, and go getter attitude: Uber is committed to constant improvement. You're excited to help create a product with value
  • Communication and collaboration skills - You'll work with our BPO team as well as different Uber teams in your city, across the country, and all over the world. You excel at working with diverse teams, understanding different perspectives, and creating solutions together
  • Business curiosity - you love to learn and constantly seek ways to improve your understanding of the business and the tools you use. You share your learnings with your team and encourage others (and yourself) to take on new opportunities for further development
  • 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. 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.

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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.