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Uber's Community Operations team is seeking a Service Delivery Manager to lead performance and strategic relationships across our global Business Process Outsourcing (BPO) network. You will oversee thousands of support agents providing world-class service to riders, drivers, and merchants across multiple geographies.
In this role, you'll navigate a highly matrixed environment, balancing empathy for users with relentless operational excellence. You'll work at pace with high stakes and complex decision-making in a 24/7 operations environment.
Key responsibilities include:
- Leading BPO partner performance to meet critical service delivery requirements for quality, efficiency, and customer satisfaction (CSAT) while maintaining focus on safety and trust
- Building and fostering trusted relationships with BPO leadership as the primary point of contact, aligning their operations with Uber's vision and priorities
- Collaborating across disciplines including Workforce Management, Learning & Development, and Quality Assurance to unblock operational friction and drive large-scale project implementations
- Identifying performance patterns and gaps through rigorous data analysis, escalating issues that impact user experience, and implementing best-in-class performance management models
- Owning the strategic roadmap for your assigned scope, moving with urgency to operationalize footprint changes and pilot new support products or processes
This role requires leading through influence, navigating complex cross-functional dynamics, and making fast, thoughtful decisions that improve Uber's global support footprint.
Requirements:
- Bachelor's degree or equivalent professional 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 cross-cultural, multi-geography setups with 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 24/7 operations environment
