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Head of EATs Vendor Operations, US&C

Community Operations
Dallas, Texas |
Phoenix, Arizona |
Chicago, Illinois

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

  • Manage a highly complex BPO network and the delivery of services for US&C EATs customers, Restaurants, Couriers and Eaters
  • Lead a team of Vendor Managers who deliver on the business plans and activities to meet and exceed high expectations for our customers and stakeholders throughout our BPO Network
  • Understand and analyze data and share results with internal stakeholders to understand opportunities to improve
  • Maintain a high level of communication with all stakeholders, manage reporting and monitoring,
  • Employ critical thinking and creative problem-solving skills to navigate complex issues that arise
  • Create and maintain an annual strategic plan that will form part of the overall US&C Network Team
  • Develop strong relationships with BPO Leadership and internal program teams that require Global Network resources to enable their strategic goals

What You'll Need

  • Minimum 10 years of Vendor or BPO Management experience in a senior role with a global footprint/delivery environment
  • At least 10 years of operations management experience leading a team of operations/vendor managers
  • Superior analytical and reporting skills,
  • Highly results-focused, excellent problem-solving skills and the ability to influence in complex matrix environment
  • Strong written and verbal communication skills

Bonus Points If

  • Experience working in an organization that is highly regulated, ie financial services, health care
  • 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.