About Uber
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.
About the Role
We need someone passionate about managing customer service processes and who has worked within our existing customer service network to help understand the performance of our global Business Process Outsourcing (BPO) network. To that end, the Global Vendor Specialist role will be directly responsible for ongoing monitoring and health of our customer service processes with our external BPOs. BPOs are contact management centers with hundreds of employees dedicated to providing world-class customer support to consumers, earners and merchants. Uber relies on the BPO network to provide support for our customer service issues across our various lines of business, reporting and monitoring critical metrics such as CSAT, Quality and efficiency for the tens of thousands of BPO agents, and provide an environment to pilot support for new products or test new support modalities or processes.
What the Candidate Will Need / Bonus Points
---- What the Candidate Will Do ----
- Drive Operational BPO performance on the ground while maintaining connection and engagement with cross functional teams in GSO
- Executes on core work and processes for customer service operational excellence in the BPO network
- Perform analysis on historical performance in areas such as efficiency, CSAT and Quality to ensure emerging trends are captured
- Engage with stakeholders to improve internal processes and the overall user experience for customers
- Partner with WFM and provide analysis and recommendations to improve service levels and efficiency
- Create reporting and monitoring to ensure performance meets standards
- Troubleshoot gaps in performance and work with Vendor Managers and BPO teams to remediate
- Participate in projects where appropriate
- Execute on agreed process to ensure service delivery
- Perform modifications and enhancements on existing reports based on evolving business requirements
- Basic project and stakeholder management
---- Basic Qualifications ----
- Bachelor's degree
- 2+ years work experience in BPO Operations, Business Analytics, Operations Management, Customer Service or Business Processes
- Exceptional written and verbal communication and organizational skills
- Experience with the Google suite of office products, experience working with data.
- Basic project management skills
- English and Japanese fluency
---- Preferred Qualifications ----
- Experience working with our BPO/COE network in support of Uber customer service
- Work in a high-growth environment
- Expertise in usage of AI to drive work efficiency and effectiveness
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 fuelds progress. What moves us, moves the world - let’s move it forward, together.
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.
*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.