Senior Vendor Manager, CommOps

About the Role

Uber’s Global Support Organization (GSO) partners with Community Operations to deliver high-quality customer experiences across Mobility, Delivery, Global Programs, and Platform Integrity. We drive scalable and efficient operations by optimizing our BPO network, strengthening vendor partnerships, and continuously improving support delivery.

As a Senior Vendor Manager, you will manage the performance and development of a portfolio of BPO partners, ensuring alignment with GSO and CommOps priorities. You will own performance across multiple vendors, sites, or verticals, driving improvements across quality, productivity, efficiency, cost, and customer outcomes.

Working in a highly matrixed environment, you will partner with internal stakeholders and external vendors to solve operational challenges, implement performance frameworks, and identify opportunities to strengthen partner performance and operational effectiveness.

What You’ll Do

• Manage BPO partner performance across multiple vendors, sites, or verticals, ensuring delivery against quality, productivity, efficiency, cost, and customer experience targets.
• Build strong relationships with BPO partners, driving accountability, performance improvement, and alignment with business priorities.
• Analyze operational performance, identify trends, risks, and opportunities, and translate insights into clear action plans.
• Lead regular performance reviews and vendor governance, ensuring issues are addressed and improvement initiatives are executed effectively.
• Support vendor strategy, footprint decisions, and onboarding/offboarding activities within your area of responsibility.
• Drive operational excellence through process improvements, automation, AI-enabled solutions, and adoption of best practices.
• Partner with cross-functional and regional stakeholders to solve operational challenges and deliver business priorities.
• Proactively identify and manage operational risks, escalating issues and driving resolution when required.
• Conduct onsite partner visits as needed to strengthen relationships, improve performance, and support operational initiatives.

Basic Qualifications

• 8+ years of experience in Vendor Management, Support Operations, Program Management, or BPO/contact center operations, ideally within large-scale environments.
• Bachelor’s degree or equivalent practical experience.
• Experience managing outsourced customer support operations, including vendor performance, governance, and operational improvement.
• Experience managing, coaching, or developing team members or individual contributors.
• Strong stakeholder management and influencing skills, with experience working across functions and regions.
• Strong analytical and problem-solving skills, with the ability to translate performance data into actionable insights and recommendations.
• Proven ability to manage multiple priorities, take ownership, and drive initiatives from planning through execution.
• Excellent written and verbal communication skills.
• Proficiency with Google Workspace and modern AI-enabled productivity and analytics tools.
• Professional fluency in English
• Willingness to travel domestically and internationally 25–50% of the time.

Preferred Qualifications

• Experience in Mobility, Food Delivery, Retail Delivery, technology, or another fast-paced operational environment.
• Experience managing global or multi-site BPO operations, including onshore and offshore partners.
• Experience supporting process improvement, automation, or operational excellence initiatives.
• Experience working across multiple geographies, cultures, and time zones.
• Lean Six Sigma, PMP, COPC, Change Management, or other relevant certification/training.