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 an all-star business leader to grow and manage our Business Process Outsourcing (BPO) contact center network supporting our riders and partners acrossEMEA, 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 high-stakes, high-speed environment. You are passionate about delivering wow customer experiences, passionate about solutions, and love getting in the weeds on any and all issues.
About the Role:
As the Head of Vendor Management, APAC Community Operations, 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.
What You’ll Do:
What You’ll Need:
Uber is an equal opportunity employer and enthusiastically encourages people from a wide variety of backgrounds and experiences to apply. Uber does not discriminate on the basis of race, color, religion, sex (including pregnancy), gender, national origin, citizenship, age, mental or physical disability, veteran status, marital status, sexual orientation or any other basis prohibited by law.