Vendor Operations Manager - Global Support Operations

Uber; Gurugram District; Hybrid; INR 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Bonuses and equity

Job summary

Uber is seeking a Vendor Manager to oversee performance and governance across one or more BPO/ contact center partners, ensuring alignment with Global Support Operations. You will monitor quality, efficiency, and customer outcomes while managing day-to-day vendor interactions in a dynamic, matrixed environment.

The role requires overlap with US business hours and travel up to 25–50% domestically and internationally.

Qualifications

• 5+ years in Customer Experience, Support Operations, Program Management, Vendor Management or BPO/in-house contact center operations.
• Bachelor's degree or equivalent experience is required.
• Demonstrated project leadership and team coordination with some people management experience a plus.
• Experience with outsourced customer support operations and vendor coordination.
• Strong collaboration with internal teams and external partners to meet goals.
• Solid analytical skills to interpret operational data and recommend improvements.
• Excellent written and verbal communication; ability to work with cross-functional teams.

Responsibilities

• Owns vendor performance and operational execution across BPO/ contact center partners.
• Monitors quality, efficiency, productivity, and customer outcomes; implements governance frameworks.
• Identifies operational risks and supports resolution and improvement initiatives.
• Overlaps US working hours 8 AM to 6 PM EST and coordinates with global teams.
• Travels domestically and internationally 25–50% as needed.
• Fosters strong relationships with vendors and internal stakeholders.

Skills

Vendor management

Customer experience

Program management

BPO operations

Stakeholder management

Analytical skills

Communication

Google Workspace

AI tools (Gemini)

English fluency

Education

Bachelor's degree

Tools

SQL basics

Job description

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 elevate 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.

You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits.

Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence.

Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.