Andrew McIllmurray

Captain
DISC Type : DS

Global Head of Support Operations Strategy and Governance at Uber

Detroit Metropolitan Area, United States

Overview

Andrew is a global operations executive leading Support Operations Strategy at Uber, with a HoBA from the University of Windsor. He specializes in scaling complex support ecosystems and managing global BPO partner networks. Colleagues describe him as a trusted advisor and thought leader with strong operational discipline and a focus on customer satisfaction.

At a previous role, he successfully closed nine new strategic deals and drove a 30% revenue increase in just eight months.

Personality Overview

Output-Driven

Dynamic But Sincere

Decisive But Calm

They might take some time to make their mind up but once they do, they don't change it easily.  They are very professional in their approach and can weigh multiple perspectives together. They exhibit a rare combination of being result-oriented but patient at the same time.

Topics They Care About

Global BPO Strategy
His current role at Uber involves strategic oversight and governance of the company's global BPO partner ecosystem to ensure quality, efficiency, and continuous transformation.
CX Transformation
He has a strong background in transforming underperforming customer support functions and is recognized for his "unfailing attention to customer satisfaction. "
Operational Efficiency
His mission at Uber is to enable scalable and efficient global operations, balancing cost and quality through data-driven decisions and rigorous evaluation.

Media Appearances

Startek Global on Instagram: "A wonderful and insightful experience at the Customer Contact Week Excellence Awards! ... connecting with Kim Nelson and Andrew McIllmurray from Uber...". Featured in Instagram

See Now

Work History

9-2022
Global Head of Support Operations Strategy and Governance at Uber
3-2020 - 9-2022
Global Leader, Global Support Operations at Uber
1-2019 - 3-2020
Vice President, Client Relationship Management at TELUS International
1-2019 - 3-2020
Vice President, Global Account Management at TELUS International
4-2018 - 1-2019
Director, Client Relationship Management at TELUS International

Education

1993 - 1998
HoBA from University of Windsor

More Information

Social Presence :

Prographics :

Exp : 26 Location : Detroit Metropolitan Area, United States Job Level : Mid-senior Designation : Global Head of Support Operations Strategy and Governance at Uber
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Insights For Selling To Andrew

During A Call Or A Meeting

DO's

  • Ask them at the end if they see a strong value prop in your product; expect an honest answer
  • Focus on the results that your product produces, expect some strategic questions in return
  • Let them know of potential risks but suggest mitigation methods alongside

DONT's

  • Don't shy away from asking hard questions, but be extra polite
  • Don't get into pricing discussions early on, steer conversation towards proven results
  • Don't focus too much on mutual contacts or bother about other stakeholders, focus on them

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Andrew is

  • Strong proof of impact and their conviction will matter the most, but they wouldn't want to act unilaterally either
  • Will you ever get a clear answer from Andrew

  • They will say no if they are not convinced but you will have to prompt them.

Insights For Deal Planning

    How fast (or slow) will Andrew move?

  • They will want to understand things well but can move fast once they have a clear picture.
  • Can Andrew take some risk or not?

  • They have good risk tolerance but are likely to think it through once or twice.

You And Andrew

Personality Compatibility


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