---
title: Director, Support Operations Strategy & Governance
description: Uber is hiring for the Director, Support Operations Strategy & Governance role
  in Phoenix, AZ. See the full description and apply.
type: job
url: https://www.foundrole.com/jobs/director-support-operations-strategy-and-governance-at-uber-01a1d6b1-095b-79cd-adfc-ca3850d9f5ee
date: 2026-11-13T21:15:11Z
og_description: Join Uber as Director, Support Operations Strategy & Governance in Phoenix, AZ.
  Pays $215K–$239K per year. Full-time, hybrid role.
og_image: https://www.foundrole.com/og/xbhmon.png
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---

| | |
|---|---|
| **Company** | [Uber](https://www.foundrole.com/companies/uber?utm_source=ai_markdown) |
| **Location** | Phoenix, AZ (Hybrid) |
| **Salary** | $215K/yr - $239K/yr |
| **Type** | Full Time |
| **Posted** | Nov 13, 2026 |

## Is this job real?

**Ghost job check:** A · Low risk. Probably a real opening.

## Visa sponsorship

- **H-1B:** Uber sponsors H-1B visas. It filed 836 H-1B petitions (FY2026 Q1 – FY2026 Q4).
- **E-Verify:** No E-Verify enrollment on record for Uber.

## Pay for similar jobs

Most similar jobs pay $42,000 – $94,000 a year (median $79,000).

## Description

**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.
## Skills

- Service-Level Agreement
- Statement of Work (Sow) Management
- Open Web Application Security Project (Owasp)
- Workforce Management
- Cyber Security
- Multidisciplinary Team
- Compliance Management
- Data Privacy
- Outsourcing
- Arbitrage
- Business Process Outsourcing (Bpo)
- Performance Scorecards
- Plowing
- Master Service Agreements
- Risk Management
- Negotiation
- Automation
- Audit Readiness
- Customer Satisfaction
- Third-Party Risk Management
- Cross-Functional Collaboration
- Financial Controls
- Customer Relationship Management
- Customer Retention
- Headcount Planning
- Billing
- Restructuring (Business)
- Unit Economics
- Incident Response
- Global Delivery Model
- Statement of Work (Sow) Development
- Procurement
- Agent Assist
- Cost-to-Serve
- Cost Control
- Financial Acumen
- Leadership
- Partner Enablement
- Telemetry
- Customer Experience
- Change Management
- Invoicing
- Data Security
- Generative AI Foundations
- Governance
- Time and Materials Contracting
- Resource Allocation
- Budgeting
- Customer Service
- Request For Proposal
- Business Continuity
## Benefits

- 401(k) Plans

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