About the Role
As the Head of EATs Vendor Operations, US&C, you will oversee a team that manages to an efficient and effective day-to-day operations in our outsourced global BPO footprint. You will be expected to have the ability to create annual business plans and roadmaps for your team to manage through to successful outcomes. Your team will be focused on monitoring and reporting performance of our BPO call center network for US & Canadian Restaurants, Couriers and Eaters in multiple delivery channels such as email, chat and voice. You will work closely with your Global Network Team peers, leadership as well as the key stakeholders on our internal customers on the US&C Community Operations Program Team to plan and execute on their strategic plans and goals, partnering to create new efficiencies, satisfaction and customer success for our EATs customers. You will also own and manage the US&C EATs Delivery Strategy, including such as areas as BPO Footprint, Performance Management and Continuous Improvement. You will partner and contribute as a Leader with other members of the Global Network Team on common interests such as best practice-sharing, risk and vendor management. As this scope includes BPOs in various countries such as India, Philippines and Colombia, there is an expectation of travel >30% annually.
What You'll Do
Develop strong relationships with BPO Leadership and internal program teams that require Global Network resources to enable their strategic goals
What You'll Need
Strong written and verbal communication skills
Bonus Points If
Experience managing a network of onshore and offshore sites**
About the Team
**Community Operations is pioneering how Uber manages customer support around the globe enabling our Riders, Drivers, Restaurants, etc to have magical experiences. Our Global Network Team manages a very complex footprint across 4 mega-regions, with strong partnerships to ensure the servicing needs of Uber's customers are delivered at high quality. The team manages relationships with many layers of the Uber organization which makes the work we do high profile and high-pressured. We not only strive to meet our internal stakeholder and external customer goals, we prefer to over-deliver, driving the best quality of services with top-notch vendor organizations and being as integrated as possible with our partners.
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.
At Uber we don’t just accept difference—we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. 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 or Veteran status.