Job DescriptionAbout the RoleUber is seeking a strategic, transformation-minded leader to serve as
Director of Support Operations Strategy & Governance. In this role, you will re-architect how our global Business Process Outsourcing (BPO) ecosystem operates-shifting it from traditional, labor-centric vendor management into a tech-led, AI-enabled competitive advantage.
You will own the commercial strategy, contracting architecture, performance governance, and technological transformation of an enterprise BPO portfolio ($500M+ annual spend, 25K+ global outsourced headcount). You will be expected to rapidly transform our outsourced network into a high-performing strategic asset that delivers impeccable customer experiences while drastically reducing cost-to-serve on an accelerated timeline.
What you'll do - Tech-Led BPO Transformation & Commercial Innovation
- Re-Architect Commercial Models for an AI Era: Evolve legacy, headcount-based pricing (e.g., Production hour based on TPH based) into outcome-based and / or gainshare commercial frameworks that reward long term customer retention and cost control.
- Drive Rapid Tech & AI Adoption Across Partners: Partner closely with BPO partners to deploy AI tools across the BPO network-enforcing contractual SLAs around tech adoption, telemetry integration, and measurable business outcomes.
- Modernize Partner Capabilities: Shift partner selection and review criteria from pure labor arbitrage toward customer delight, technological maturity, data security, risk controls and rapid change-management capabilities.
- BPO Contracting, Spend & Commercial Governance
- Own End-to-End Contracting & Negotiations: Lead the commercial lifecycle for strategic BPO partners, including RFPs, master service agreements (MSAs), statements of work (SOWs), rate cards, and incentive/penalty structures.
- Own Footprint and Resource Allocation: Maximize portfolio value by executing initiatives-such as footprint consolidation, geo-arbitrage, volume allocation shifts, and automation-driven deflection-without compromising service quality, operational stability or business continuity.
- Enforce Financial & Billing Rigor: Set up maker-checker processes and oversee spend governance, invoicing controls, accrual accuracy, and leakage prevention across the BPO portfolio in partnership with Finance and Procurement.
- Network Strategy & Performance Governance
- Design and Own a Resilient Global Footprint: Own multi-year BPO network and capacity strategy, balancing cost efficiency, market coverage, skills / channels diversity, geopolitical resilience, and business continuity. The network should auto-evolve with changes in the AI landscape, labour regulations and Uber's internal strategy to increase value addition from it.
- Establish High-Accountability Performance Systems: Build standardized executive scorecards, governance routines, and escalation frameworks that hold partners accountable for top-tier CSAT, quality, compliance, efficiency and speed-to-proficiency.
- Mitigate Third-Party Risk: Partner with Security, Legal, and Compliance to enforce strict data privacy, cybersecurity, audit readiness, and incident-response standards across all outsourced locations.
- Leadership & Cross-Functional Alignment
- Lead & Develop a High-Impact Team: Manage and mentor a multidisciplinary team covering BPO strategy, commercial governance, partner enablement, and transformation management.
- Act as an Enterprise Integrator: Align senior stakeholders across CAS, Tech teams, Finance, Legal, Workforce Management, and BPO executive leadership to remove bottlenecks and accelerate execution.
Basic Qualifications - 12+ years of progressive experience in global customer operations, BPO/outsourcing management, management consulting, or enterprise operations strategy, including 5+ years at a Director or senior leadership level
- Bachelor's degree in Business, Economics, Engineering, Operations, or a related field
- Proven track record negotiating and managing large-scale contracts, commercial rate structures, SOWs, and complex vendor ecosystems
- Demonstrated success executing rapid, high-impact transformation (e.g., footprint consolidation, commercial restructuring, elevating customer experience or tech-driven efficiency)
- Deep hands-on experience integrating tech-led operations (AI/GenAI, automation, CRM/agent-assist platforms, workforce tech) into outsourced support environments.
- Strong financial acumen with mastery of support unit economics, cost-to-serve modeling, budgeting, and vendor financial controls
- Ability to travel domestically and internationally (~20-30%) to partner sites and global hubs as needed
Preferred Qualifications - A visionary leader with clear strategic perspectives on how the BPO landscape will evolve in the next 2-3 years
- Experience in a high-growth technology platform, multi-sided marketplace, or scaled consumer-tech environment
- Hybrid background spanning both the buyer/client side and BPO service-provider or consulting side, bringing an insider's understanding of BPO margin levers and operational realities
- Direct experience transitioning legacy BPO contracts from time-and-materials/FTE models to outcome-based pricing models
- Track record of standing up enterprise third-party risk, data security, and compliance governance across global delivery centers
- MBA or advanced degree is a plus
ResponsibilitiesFor Chicago, IL-based roles: The base salary range for this role is USD $215,000 per year - USD $239,000 per year.
For New York City, NY-based roles: The base salary range for this role is USD $239,000 per year - USD $265,000 per year.
For Phoenix, AZ-based roles: The base salary range for this role is USD $191,000 per year - USD $212,000 per year.
For San Francisco, CA-based roles: The base salary range for this role is USD $239,000 per year - USD $265,000 per year.
For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits.
