Tess Hill
Colorado Springs,CO
Summary
Experienced Program and Vendor Manager with a proven track record in leading cross-functional teams to deliver complex projects on time and within budget. Seeking to leverage strategic planning, stakeholder management, vendor relations, and organizational skills to contribute effectively to the strategy and scalability of both the Taxi and Carshare product.
Overview
8
8
years of professional experience
Work History
Program Lead (STA)
Uber | New Verticals & Strategic Operations
03.2024 - Current
- Managed stakeholder expectations and communications, fostering strong relationships across teams and with external partners.
- Developed and maintained program timelines, milestones, and deliverables, ensuring alignment with organizational goals.
- Managed multiple concurrent and ongoing programs, involving collaboration with stakeholders from diverse functions to achieve shared goals, allocate resources effectively, and oversee program development and improvements.
- Conducted regular status meetings and reported progress to cross function stakeholders, highlighting achievements and addressing challenges proactively.
- Implemented process improvements that streamlined project workflows
Service Delivery Manager
Uber | US&C Vendor Management Team
07.2022 - Current
- Oversaw partnerships between Uber and 12 distinct BPO sites, with a particular focus on managing Consumer Account & Payment and Rider Experience programs (UIP, Taxi, Lost Items, Rent, Call to Ride, etc.).
- Enforced vendor performance metrics and conducted regular reviews to drive continuous improvement.
- Collaborated cross-functionally with stakeholders to align vendor strategies with business objectives and drive improvement within the business
- Managed vendor relationships, addressing performance gaps in SLAs, resource utilization, training, and NPVs to achieve cost savings and quality improvements.
Senior Service Delivery Manager
Wide Open West Technologies
06.2016 - 07.2022
- Managed outsourcing contracts, overseeing delivery and vendor performance management.
- Directed daily operations by implementing short and long-term strategies to enhance profitability and achieve objectives.
- Communicated site performance and remediation plans clearly to executive-level stakeholders.
- Implemented change management initiatives to maintain team engagement and morale during strategic adjustments in an uncertain environment.
Education
Bachelor of Science - Business And Executive Leadership
Colorado State University
Fort Collins, Colorado12.2019
Skills
- Strategic Planning & Execution
- Stakeholder Management
- Vendor Management
- Process Improvement
- Team Leadership & Development
- Communication & Presentation Skills
Accomplishments
- GSO Superstar 2023 Winner
- Uber Ethics Champion
Timeline
Program Lead (STA)
Uber | New Verticals & Strategic Operations
03.2024 - Current
Service Delivery Manager
Uber | US&C Vendor Management Team
07.2022 - Current
Senior Service Delivery Manager
Wide Open West Technologies
06.2016 - 07.2022
Bachelor of Science - Business And Executive Leadership
Colorado State University
Similar Profiles
Stephanie SnyderStephanie Snyder
OPERATIONS EXCECUTION ANALYST II at SERVICE OPERATIONS STRATEGIC EXECUTION AND CHANGE MANAGEMENT TEAMOPERATIONS EXCECUTION ANALYST II at SERVICE OPERATIONS STRATEGIC EXECUTION AND CHANGE MANAGEMENT TEAM
Jessi Steelman/GilbertJessi Steelman/Gilbert
Special Effects Make-Up Artist at Strategic OperationsSpecial Effects Make-Up Artist at Strategic Operations
Suraiya Begam BegamSuraiya Begam Begam
Manager at Strategic Operations DepartmentManager at Strategic Operations Department