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Global Vendor Manager based in Mexico City

Community Operations
in Mexico City, Mexico

About the Role

Vendor Managers are all about process efficiency and ensuring that our contact center business process outsource (BPO) providers meet and exceed our quality and performance expectations. This role is about developing a firm foundation for our operations and continuing to innovate on ways to scale it quickly and effortlessly.

What You'll Do

  • You will drive operational excellence across our Contact Center BPO network and partner with Uber teams to positively impact driver and partner experiencw
  • 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
  • Detailed reporting and metrics preparation
  • Operations process standardization and best practice sharing in a changing environment, across multiple BPO providers

What You'll Need

  • A minimum of 5 years of relevant experience (BPO, Program management)
  • Excellent skills in Microsoft Excel
  • 30% travel required

About the Team

At Uber, providing excellent support for riders and partners, our community, is a core feature of our product experience. We invest in it, and believe in providing the highest quality service executed in the smartest, most efficient way. The Community Operations Team is responsible for providing this great support and the BPO is a key partner is ensuring this happens.

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.