Snr Vendor Manager

1 week ago

Singapore Uber Full time

**About the Role**

Global Support Organisation (GSO) is the critical business team which partners with Community operations to deliver Customer Satisfaction across our Delivery, Mobility and U4B 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 Snr. Program Manager of Japan you are an exceptional 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.

In this role, you will be responsible and accountable for BPO relationships and delivery against agreed KPI. From time to time you will be responsible for running RFPs and RFIs to ensure that we have the right BPO footprint to meet strategy needs. 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. He/She would have worked within the customer service network and has knowledge of the BPO Customer Service Outsourcing landscape in Japan.

**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
- Basic understanding of contract life cycle, legal and compliance principles and commercial agreements
- Experience leading process re-engineering and operational excellence projects
- Strong stakeholder management skills; ability to strategically align and get buy ins from business partners
- Working knowledge of Google Suite & Microsoft Office Tools (word, excel, PowerPoint, SharePoint, etc.)

**Preferred Qualifications**
- Solutions, RFP Response or Contract writing background preferred
- Exposure to sales, growth and customer support outsourcing
- 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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