Head of Vendor Management - APAC CommOps

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 Head of Vendor Management, you will set strategy and drive execution across a portfolio of BPO partners, ensuring alignment with GSO and CommOps priorities. You will own vendor strategy and performance for a region, vertical, or global program, including footprint decisions and long-term partner strategy. Operating in a highly matrixed environment, you will lead cross-functional initiatives and deliver measurable operational impact.

In this role, you will be accountable for managing strategic vendor relationships and ensuring performance across quality, efficiency, productivity, and customer outcomes. You will also help evolve the vendor footprint and implement best-in-class performance frameworks to support business and market needs.

We’re seeking a hands-on, strategic leader who excels in dynamic environments, balances competing priorities, and communicates with impact to drive alignment, accountability, and results at scale — while leading high-performing teams and setting effective operating rhythms across the organization.

What We Need from You

• Proactive, Ownership-Driven Mindset: Results-oriented and comfortable operating in fast-paced environments; drives initiatives from strategy through execution.
• Global Leadership: Proven ability to lead and develop multicultural teams, fostering an inclusive and high-accountability culture.
• Structured, Outcome-Oriented Thinking: Focuses on delivering measurable business impact through logical and scalable solutions.
• Resilience: Ability to manage ambiguity, shifting priorities, and high-pressure situations while maintaining focus and team alignment.
• Strategic Perspective: Balances short-term operational execution with long-term ecosystem growth.

Basic Qualifications

• Experience: 8+ years in Support Operations, Program Management, Vendor Management, or BPO/in-house contact center operations, with strong exposure to large-scale global support environments.
• Education: Bachelor’s degree required; advanced degree preferred.
• Leadership: Proven people leadership experience managing, coaching, and developing high-performing teams.
• BPO & Operations Strategy: Deep understanding of BPO operating models and vendor strategies, with the ability to challenge traditional approaches and drive continuous operational improvement.
• Change Management: Demonstrated success leading teams and partners through ambiguity, rapid business evolution, and complex transformation initiatives.
• Stakeholder Management: Strong influencing and alignment skills, with experience securing buy-in from senior internal and external partners across functions, regions, and organizational levels.
• Analytical & Problem Solving: Advanced data storytelling and analytical skills, with the ability to translate complex data into actionable insights and executive-level recommendations while driving results.
• Communication: Exceptional written and verbal communication skills, with the ability to tailor messaging to executives, operational teams, and external partners to drive clarity and action.
• Language: Professional fluency in English required.
• Travel: Willingness to travel domestically and internationally up to 50% of the time.

Preferred Qualifications

• Experience in Mobility, Food, or Retail Delivery industries.
• Experience managing a network of onshore and offshore sites.
• Lean Six Sigma, PMP, COPC, or Change Management certification.
• Fluency in Hindi, Korean, Japanese, or Mandarin (Taiwan) is a strong plus.
• Technical Fluency: Proficient in Google Workspace and modern AI-enabled productivity and analytics tools.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it forward, together.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least 60% of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.