Vendor Management process specialistUber

We need someone passionate about leading customer service processes and who can help understand the performance of our global Business Process Outsourcing (BPO) network. To that end, the role will be directly responsible for ongoing monitoring and the health of our processes with our external BPOs.
As a Process Specialist, you are a collaborator both inside and outside of your team, think big, and never view problems that arise as microscopic, but rather take a step back to make decisions that are in the best interest of the COE, Uber, and our community. You are an inventive go-getter, always willing to take initiative, and address matters hands-on. You persevere when others give up.
What You'll Do
Execute core work and processes for customer service operational excellence in the BPO network
Perform analysis of historical performance in areas such as efficiency, CSAT, and Quality to ensure emerging trends are captured
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
Operationalize the 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
A minimum of 2 years of work experience in the Business Analytics, Operations Management, Customer Service, or Business Processes sphere
Ability to communicate clearly and present information to seek consensus, and build excellent team interaction
A knack for working with spreadsheet and use of data
Expertise in handling partner expectations, problem-solving, and priority setting
Preferred Qualifications
Experience working with our BPO network in support of Uber customer service
Work background in a high-growth environment
Proficiency in the use of Google suite of office products
About the Team
At Uber, providing excellent support for riders, eaters, restaurants, and partners, our community, is a core feature of our product experience. We invest in it and believe in providing the highest quality service executed in the smartest, most efficient way. The Community Operations Team is responsible for providing this excellent support and the BPO is a key partner in ensuring this happens.
At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 10,000 cities around the world.
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.
Uber

Taguig City, Metro Manila
Permanent
Full-time