Service Delivery Manager
About the role and team
Community Operations at Uber is where real people solve real problems in real time. As a Vendor Operations Manager, you will lead the performance and strategic relationship of our Business Process Outsourcing (BPO) network—a global community of thousands of agents who provide world-class support for our riders, drivers, and merchants. The pace is intense, the stakes are high, and the answers aren't always clear.
You’ll work in a highly-matrixed environment, balancing empathy for our users with a relentless drive for operational excellence. This role is about more than just monitoring metrics; it's about leading through influence, navigating complex cross-functional dynamics, and making fast, thoughtful decisions that improve our global support footprint. If you’re sharp, steady, and motivated by meaningful service at scale, this is where you’ll grow.
What you’ll do
- Navigate and lead our BPO partner performance, ensuring sites meet critical service delivery requirements for quality, efficiency, and customer satisfaction (CSAT) while maintaining a focus on safety and trust.
- Build and foster trusted relationships with BPO leadership, acting as the primary point of contact to align their operations with Uber’s vision, goals, and shifting priorities.
- Collaborate across disciplines—including Workforce Management, L&D, and Quality Assurance—to unblock operational friction and drive large-scale project implementations.
- Identify patterns and performance gaps through rigorous data analysis, escalating issues that impact the user experience, and implementing best-in-class performance management models.
- Own the strategic roadmap for your assigned scope, moving with urgency to operationalize footprint changes and pilot new support products or processes in a 24/7 environment.
Basic Qualifications
- Bachelor’s degree or equivalent experience.
- 5+ years of professional experience in Program Management, Vendor Management, or BPO Operations.
- Demonstrated ability to lead through influence and manage complex, high-stakes projects in a fast-paced environment.
- Exceptional written and verbal communication skills; professional fluency in English is mandatory.
- Proficiency with data analysis tools (Google Suite) and a track record of using data to drive business decisions.
Preferred Qualifications
- Lean Six Sigma, PMP, COPC, or Change Management certification.
- Experience working in a cross-cultural, multi-geography setup with a sensitivity to diverse realities.
- Proven ability to thrive under pressure and keep cross-functional teams focused on critical objectives.
- Technical curiosity and experience using AI tools to drive project or operational efficiencies.
- Flexibility to work occasional weekends or holidays as needed for a 24/7 operations environment.