BPO Head, Community Operations - APAC

1 month ago
IN-Gurgaon
Department
Global Community Operations - Community Operations
IN-Gurgaon
Requisition Post Information* : External Company Name
Uber Technologies, Inc.
Requisition Post Information* : External Company URL
www.uber.com

Uber Overview

About us

 

We’re changing the way people think about transportation. Not that long ago we were just an app to request premium black cars in a few metropolitan areas. Now we’re a part of the logistical fabric of more than 600 cities around the world. Whether it’s a ride, a sandwich, or a package, we use technology to give people what they want, when they want it.

 

For the people who drive with Uber, our app represents a flexible new way to earn money. For cities, we help strengthen local economies, improve access to transportation, and make streets safer.

 

And that’s just what we’re doing today. We’re thinking about the future, too. With teams working on autonomous trucking and self-driving cars, we’re in for the long haul. We’re reimagining how people and things move from one place to the next.

Job Description

About the role

 

At Uber, providing world-class customer support to riders and driver partners is a core feature of our product experience. Delivering this caliber of support isn’t easy - it takes leaders who can understand Uber’s operations, adapt to our constantly changing business, and help solve problems where no solution currently exists.

 

We’re looking for a high-performing business leader to grow and manage our Business Process Outsourcing (BPO) contact center network supporting our riders and partners across APAC. As the BPO Manager for APAC, you will be responsible for defining site and vendor strategy, and managing contact center vendor relationships across the globe, including procurement of services, vendor governance, service delivery, contract administration, and risk mitigation and control. The right person is ready to make tough data-backed decisions in a dynamic environment. You are passionate about delivering wow customer experiences, passionate about solutions, and love getting in the weeds on any and all issues.

Perks

What you’ll do

  • Entrepreneurial, strategic and a skilled leader. You will own all facets of effectively managing the business relationship with Uber’s customer support BPO and the daily activities of the help center. You’ll develop and maintain strong working relationships with employees at every level in the company, as well as with the vendor to identify, analyze and solve problems. You will drive contact center procurement activities including vendor strategy, business requirement scoping, location assessments, request for proposal administration, and pricing and contract negotiation.
  • Passionate about growing and developing the service culture within our network. You will be in charge of your regional BPO support organization and ensure there’s no doubt that it’s the best in the business. You’re undaunted by the fact that the speed of our growth means that the playbook will need to be rewritten.
  • Analytical and creative. You will know the numbers that are driving the metrics we use to evaluate Comm Ops, including speed, efficiency, quality, and thoroughness to meet performance objectives. You’ll provide timely, in-depth and comprehensive forecasts, projections and data to the executive team.
  • A role model for your team. You will demonstrate a management style that encourages participation and ownership, along with a continuous focus on action, customer satisfaction, support personnel satisfaction and financial management. You’ll coach, counsel, and develop team members to position them for advancement. You’ll conduct all business with the highest ethical and professional standards.
  • Additional responsibilities include determining operational strategies, conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies. You’ll ensure that riders and partners consistently receive high-quality, emotionally intelligent support, and build systems to deliver it with high efficiency. You will be building and motivating a team who empathize with the problems that riders and drivers face every day. You love turning pained users into passionate evangelists. You will be building an innovative, high-performing and data driven culture that thrives on solving problems and eliminating the root cause of issues.

 

What you'll need

  • Must have a Bachelor’s degree with 5+ years of support center management experience. MBA or graduate degree preferred
  • You're a self-starter and take initiative to seize opportunities
  • Strong planning and organizational skills as well as attention to detail
  • Strong communication, reading comprehension, and writing skills
  • Ability to handle multiple priorities and to meet deadlines in stressful situations
  • Strong technical and analytical aptitude
  • Passionate about Uber and moving people in all senses of the word
  • Exceptional verbal/written communication skills
  • 25% domestic and international travel required
  • Fluent communication in multiple languages preferred
  • COPC Registered Coordinator certification strongly preferred

 

About the team

 

The team manages our Business Process Outsourcing (BPO) contact center network supporting our riders and partners across APAC and drives efficiency across various metrics.

 

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