Vendor Operations Manager - Global Support Operations

Job description

About the Role Uber’s Global Support Organization (GSO) partners with Community Operations to deliver exceptional customer experiences across Mobility, Delivery, Global Programs, and Platform Integrity. We drive growth and satisfaction by optimizing Business Process Outsource (BPO) strategy, scaling efficient processes, and building strong vendor partnerships across markets and languages. As a Vendor Manager , you will support vendor performance and operational execution across one or more BPO/ Contact center partners, ensuring alignment with Global Support Operations (GSO) and Customer Advocacy and Solutions (CAS) priorities.GSO is part of the CAS organisation.

Working in a matrixed environment, you will collaborate with cross-functional teams to monitor performance, address operational issues, and drive improvements within your assigned scope. In this role, you will manage day-to-day vendor interactions, track performance across quality, efficiency, productivity, and customer outcomes, and help implement established governance and performance frameworks. You will identify and escalate operational risks, and support resolution plans, support improvement initiatives, and contribute to maintaining strong partner relationships.

We’re looking for a detail oriented and proactive professional who thrives in dynamic environments, manages priorities effectively, and communicates clearly to support alignment and consistent execution. This role requires an overlap with US working hours between 8 AM Eastern Standard Time to 6 PM Eastern Standard time.

Basic Role Qualifications

Experience: 5+ years in Customer Experience, Support Operations, Program Management, Vendor Management (not supply management or procurement), or BPO/in-house contact center operations, with exposure to large-scale global support environments. Possess deep understanding of all CX KPIs and have a customer obsession.

Education

Bachelor’s degree in a related field or equivalent experience Project Management: Demonstrated ability to lead projects, support team coordination, and share knowledge and support teammates where needed; prior direct people management experience is a plus.

BPO Operations

Experience working with outsourced customer support operations, including performance tracking, vendor coordination, or operational support activities.

Stakeholder Management

Ability to collaborate effectively with internal teams and vendor partners to support operational goals within defined responsibilities.

Analytical & Problem Solving

Solid analytical skills, with the ability to interpret operational data and support recommendations for performance improvements.

Communication

Strong written and verbal communication skills, with the ability to work effectively with operational teams and partners.

Technical Fluency

Proficient in Google Workspace and familiar with modern productivity or analytics tools including deep expertise in various AI tools specifically in using Gemini.

Language

Professional fluency in English required; fluency in Hindi/ other local languages is a strong plus.

Travel

Willingness to travel domestically and internationally 25%-50% of the time.

What We Need from You Execution Focus

Comfortable working in the details, solving problems, and supporting operational improvements.

Comfort with Ambiguity

Able to prioritize tasks and adapt in a fast-changing environment with minimal supervision. Acting always as an owner who takes charge and solves problems.

Collaborative Approach

Builds positive working relationships and partners effectively with stakeholders and vendors.

Customer Focus

Demonstrates commitment to operational quality and improving the support experience. Bonus Points if Experience in Tech, Mobility (Transport), Food, or Retail Delivery industries. Experience supporting process improvement or operational excellence initiatives. Experience with basic SQL Lean Six Sigma, PMP, COPC, or Change Management certification.