Senior Manager Escalations support

About the Role

We are looking for a high-energy, detail-oriented BPO Manager to lead the outsourced operations for our Global Escalations organization. In this role, you will be the primary point of contact for our BPO partners handling executive and media related inquiries, and troubleshooting.

While this is a Senior Vendor manager position, the stakes are incredibly high: in the world of payments, accuracy and reliability are non-negotiable. You will not just manage a vendor; you will be the guardian of our financial integrity. We need a leader who is curious, technically minded, and ready to dive deep into the mechanics of payment flows. You must be prepared to "lean in" during outages or escalations and foster a culture of continuous learning within your team to stay ahead of the ever-evolving global payments landscape.

What You'll Do

• Operational Accountability: Own the day-to-day performance of our BPO partners for escalations , ensuring they meet strict KPIs focused on precision, financial accuracy, and resolution speed.
• Execute with Excellence: Efficiently handle multiple tasks and assignments with varying deadlines. You will manage complex operations that require the support of GSO and CX teams.
• Drive Accuracy & Automation: Partner closely with the CX and Program teams to identify manual bottlenecks. You will push for automation to reduce human error and ensure that the "leftover tickets" are handled with the highest level of reliability.
• Cultivate a Learning Culture: Payments is a rapidly changing field. You must be curious and proactive in learning new payment technologies and regulations, then translating that knowledge to the BPO agents to keep the operation agile.
• Stakeholder Alignment: Actively ensure that the goals of our internal finance and product stakeholders are reflected in BPO workflows. You will modify your approach to address different audiences, ensuring buy-in for process changes.
• Feedback Loop & Insights: Use qualitative and quantitative analysis to push a customer-centric agenda.
• High-Impact Communication: Produce clear, error-free reports and summaries for mid-to-senior level audiences, distilling complex payment failures into actionable insights.

Basic Qualifications

• 5+ years of experience in BPO management or high-volume operations, preferably within Finance, Payments, or Fintech.
• Bachelor’s degree in Business, Finance, or a related field.

Preferred Qualifications

• Expert Communication: Proven ability to manage group meetings, define clear agendas, and communicate complex financial data to diverse audiences.
• Executional Track Record: Experience managing multiple parallel tasks and a history of meeting targets in high-pressure environments.
• Thought Leadership: Ability to identify critical risks and opportunities in payment flows and propose realistic solutions backed by data.
• Stakeholder Management: Skilled at anticipating objections and proactively preparing strategies to gain support from internal Product and Program teams.
• Teamwork: Ability to build strong relationships across functions and geographies, maintaining level-headedness even in highly stressful outage situations.
• Customer Advocacy: Passion for improving the customer experience by educating others on best practices and iterating on existing guidelines.
• Technical Curiosity: A natural interest in how payment gateways, wallets, and banking APIs work.
• Agility: Comfortable in an environment where policies and tools change frequently.
• Detail Oriented: A "perfectionist" mindset when it comes to financial accuracy and data integrity.
• Bachelor’s degree or equivalent work experience.
• Experience leading large scale customer support outsource operations, including developing support strategies, performance management, and on/off boarding activities.
• Experience leading diverse internationally dispersed teams.
• Willingness to travel domestically and internationally 15% of the time.

For Chicago, IL-based roles: The base salary range for this role is USD$146,000 per year - USD$162,000 per year.

For New York, NY-based roles: The base salary range for this role is USD$162,000 per year - USD$180,000 per year.

For Phoenix, AZ-based roles: The base salary range for this role is USD$130,000 per year - USD$144,000 per year.

For San Francisco, CA-based roles: The base salary range for this role is USD$162,000 per year - USD$180,000 per year.

For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. More details can be found at the following link https://jobs.uber.com/en/benefits.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuels progress. What moves us, moves the world - let's move it forward, together.

Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.