About the Role
The Global Support Organization (GSO) is the strategic business team that partners with Community Operations to deliver Customer Satisfaction across our Delivery, Mobility, and Platform Integrity verticals. Our goal is to fuel growth and client acquisition by optimizing BPO structures, scaling processes, and fostering strong vendor relationships across multiple markets and languages.
We constantly innovate by building new products, simplifying processes, and automating workflows to reduce defects and drive operational excellence. Whether supporting high-volume transactions or high-sensitivity escalations, we ensure our partner network delivers world-class support.
As a VM Specialist, you will be focused on monitoring the performance of our BPO sites, implement Action Plans to improve performance metrics and work on the deployment of tactical projects, in collaboration with Stakeholders from different CommOps teams. We’re looking for someone passionate about customer service processes, who can use expertise in the implementation of performance management routines and deployment of tactical projects, to have a state-of-art operation in our BPO sites.
What You'll Do
- Coordinate the implementation of Action Plans with our BPO sites, in order to improve performance metrics.
- Implement and lead control mechanisms to monitor performance of the different LOBs operating in our BPO network.
- Bring insights from the BPO sites to be shared with our CommOps Stakeholders.
- Support the implementation of tactical projects in our BPO sites, for performance improvement or to support the launch of new operations.
What You'll Need
- Experience: ~2 years of experience in Contact Centers (BPO, COE, GL) management or people management experience.
- Education: Bachelor’s degree or equivalent work experience.
- Performance Management: Strong knowledge of performance monitoring governance, metrics, and action plans.
- Data Skills: Ability to interpret complex data sets, extract actionable insights, and structure data for decision-making.
- Technical Fluency: Fluency in Google Workspace and modern AI-enabled tools.
- Results-Driven Mindset: Exceptional problem-solving skills and an ability to influence outcomes.
- Proactive, Ownership-Driven Mindset: Comfortable operating in fast-paced environments.
- Global Mindset: Ability to work effectively across cultures, time zones, and working styles.
- Communication: Professional written and verbal skills to drive clarity and action with external partners.
Preferred Qualifications
- Experience collaborating with a network of onshore and offshore sites.
- Exposure to Lean Six Sigma, PMP, COPC, or Change Management certification.
- SQL proficiency (Nice to have).
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.