**About the Role** At Uber, providing world-class customer support  is a core feature of our product experience. Delivering this caliber of support isn’t easy - it takes leaders who can understand Uber’s operations, adapt to our constantly changing business, and help solve problems where no solution currently exists. We’re looking for an all-star business leader to grow and manage our Business Process Outsourcing (BPO) contact center network supporting EMEA. As the Head of Support Operations  for EMEA you will be responsible for defining site and vendor strategy, and managing contact center vendor relationships, including vendor governance, service delivery, contract administration, and risk mitigation and control. The right person is ready to make tough data-backed decisions in a high-stakes, high-speed environment, and as a strong people leader you are passionate about delivering wow customer experiences, adept at navigating matrixed organizational structures, and are a great coach. **What You’ll Do** - Own all facets of effectively managing the business relationship with Uber’s customer support Business Process Outsourcing partners (BPOs) supporting the EMEA region and the daily activities of the contact centers. - Lead a geographically distributed team of service delivery managers who manage over 5,000 BPO agents across globally distributed BPO sites, supporting customer service, safety, compliance, and back office functions. - Ensure that Uber’s earners, riders, eaters, couriers and merchants consistently receive high-quality support, and build an ecosystem to deliver it with efficiency. - Determine operational strategies, conduct needs assessments, performance reviews, budget planning, and cost/benefit analyses. - Analytically drive the metrics used to evaluate Community Operations, including customer satisfaction, quality, efficiency and thoroughness to meet performance objectives. - Work in partnership with your peers to drive global consistency and standardization across Uber’s BPO network while accounting for local nuance. - Collaborate with our solutions teams to drive contact center procurement activities including vendor strategy, business requirement scoping, location assessments, request for proposal administration, and pricing and contract negotiation. - Leverage best-in-class change management practices to effectively manage a high rate of change across the BPO network. - Partner with Uber’s Regional CX leaders to define BPO solutions to support new products and markets, and solve existing support and business challenges. - Evangelise agent-assist technology requirements, development, implementation and adoption. - Coach, counsel, and develop team members to support them in delivery excellence and career development goals. - Demonstrate a management style that encourages collaboration, participation, and ownership, along with a continuous focus on action, customer satisfaction, support personnel satisfaction and financial management. - Develop and maintain strong working relationships with employees at all levels and with BPOs to identify, analyze and solve problems, while proactively preventing issues and driving continuous improvement. - Provide insights and recommendations to the executive team on how to improve the business and deliver on business objectives through timely, in-depth and comprehensive forecasts, projections and data. **Basic Qualifications** - 10+ years of support center leadership experience. - Experience leading large scale customer support outsource operations, including developing support strategies, contract negotiations, performance management, and on/off boarding activities. - Experience leading diverse internationally dispersed teams. - Strong understanding of the EMEA market, and its unique mix of languages, cultures, and unique regulatory environment. - Fluent in English and at least one additional European language - Bachelor’s degree or equivalent work experience. - Willingness to travel internationally 30 - 50% of the time. **Preferred Qualifications** - Able to succeed in an ambiguous, rapidly changing environment where there are multiple priorities and tight deadlines. - Strong technical and analytical proficiency. - Exceptional verbal and written communications skills; strong storytelling and executive presence skills. - Skilled in defining, leading, and managing change across global organizations, driving impact and alignment in highly matrixed environments. - Experience defining tools and technology requirements for agents and experience implementing and driving adoption of new contact center technologies. - Strong Leadership and Management Skills: - Possess a passion for excellence leading and developing high-performance teams. - Committed to attracting and retaining top talent and fostering a passion for operational excellence. - Exceptional stakeholder management skills, including the credibility and gravitas to garner the respect of both internal and external stakeholders. - Must have the confidence to act quickly and decisively, often without an abundance of data. - Able to define a clear strategy for the organization, inspiring the team to accomplish goals and objectives. - Go get it done attitude, willing to get into the details when needed, overcome adversity and play to win for the people we serve, seizing opportunities to work without constraints. - A great teammate by nature, demonstrates a genuine give-and-take approach to problem solving, acting as a true peer and partner to relevant stakeholders across the organization. - MBA preferred but not required. Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it forward, together. Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role. \*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to [accommodations@uber.com](mailto:accommodations@uber.com).