Vendor Operations Manager

1 dia atrás

Osasco, Brasil Uber Tempo inteiro

Global Support Organization (GSO) is the critical business team which with Community operations to deliver Customer Satisfaction across our Delivery, Mobility, Uber for Business and Grocery verticals. We constantly innovate by building new products, simplify processes, automate, reduce defects and thereby reduce the cost of our support.

Customer safety and trust are the foundation of our business and form the base of all our initiatives. As the Vendor manager for LATAM you are an outstanding leader who can set strategic vision and coordinate cross-functional groups in order to deliver on GSO goals and priorities. You are able to work within highly-matrixed organizations and drive large-scale project management, execution, and impact.

This role will be responsible and accountable for BPO relationships and delivery against agreed KPI. Work involved in global projects to drive best practices, implement outstanding performance management models and evaluate the right BPO footprint strategy You will be working very closely with regional leaders to align with them on execution strategy.

We are looking for someone who is a self starter, entrepreneur, passionate about leading customer service processes They would have worked within the customer service network and has knowledge of the BPO Customer Service Outsourcing landscape in LATAM.
**What You'll Do**:

- Collaborate with cross functional teams and be a strategic partner in driving operational excellence across our BPO network
- Lead through partnership and teamwork in bring to bear resources to improve training, quality and performance management
- Build reporting and supervise service delivery to ensure performance meets standards
- Build long term strategic vision and uplift our BPO network capabilities to do more sophisticated work
- Focus on quality and efficiency related metrics
- Operational Compliance & Risk management and mitigation
- Troubleshoot gaps in performance and remediate
- Implementation of Projects & Pilots
**What You'll Need**:

- Minimum 5 years work experience in Program management, Vendor management, or Client Services Management
- Good knowledge of BPO landscape and options from offshore to onshore
- Experience leading process re-engineering and operational excellence projects
- Ability to strategically align and get agreements from business partners
- Solid understanding of Google Suite & Microsoft Office Tools (word, excel, PowerPoint, SharePoint, etc.)
- Strong written and verbal communication skills
- English and Spanish or Portuguese Fluency
**Bonus Points**:

- Experience handling a BPO network of onshore and offshore sites
- Exposure working in a cross functional, multi geography setup
- Lean Six Sigma trained or certification
- PMP trained or certification
- COPC trained or certification

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