About the Role Uber 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
For 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.
Ready to Ride?
This isn't the kind of place where you follow a playbook - it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves - we'd love to hear from you.
You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our 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. Ask your Recruiter for details about this role's requirements.
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.