Global Vendor Operations Lead, Mobility - CommOps

About the role and team 

Global Support Organization (GSO) is the critical business team that partners with Community Operations to deliver Customer Satisfaction across our Delivery, Mobility, and Platform Integrity verticals. We help fuel growth and client acquisition by optimizing BPO structures, scaling processes, and building strong vendor relationships across multiple markets and languages.

We innovate by building new products, simplifying processes, automating, reducing defects, and lowering the cost of our support. As Mobility Vendor Manager Lead, you are an exceptional leader who can set strategic vision and coordinate cross-functional groups in order to deliver on GSO and CommOps goals and priorities. You can work within highly-matrixed organizations and drive large-scale project management, execution, and impact.

In this role, you will be responsible and accountable for building and managing BPO partnerships, ensuring that all vendors deliver on key performance metrics, including efficiency targets, quality, and productivity. You will also contribute to global initiatives, implementing best-in-class performance management models and developing the BPO structure to meet the diverse demands of each market within your scope.

You will collaborate closely with regional, central, and global leaders to ensure a unified approach to delivery, execution, and performance across Mobility. 
 

What you’ll do 

• Lead and Develop a High-Performing Vendor Management Team – Build, coach, and develop a global team of Vendor Managers, fostering an inclusive, high-performing culture focused on accountability, collaboration, and continuous growth.
• Drive Global BPO Performance – Oversee vendor performance across the global BPO network, ensuring delivery against quality, operational, cost, and efficiency targets through robust performance management.
• Manage Strategic BPO Partnerships – Build trusted relationships with BPO partners, aligning on business priorities, driving performance, supporting transformation initiatives, and representing partner insights internally.
• Deliver Operational Excellence – Monitor service delivery, analyze performance trends, identify risks and opportunities, and implement data-driven improvement plans to enhance customer outcomes and operational efficiency.
• Champion Continuous Improvement and Innovation – Drive adoption of best practices, automation, AI-enabled solutions, and new operating models to improve scalability, productivity, and vendor capability.
• Execute Global BPO Strategy – Operationalize the global BPO strategy by ensuring vendors are enabled to support business priorities while contributing to long-term footprint and operating model evolution.
• Drive Cross-Functional Alignment – Partner with regional and global stakeholders to align vendor strategy, performance management, and transformation initiatives with broader organizational objectives.
• Ensure Compliance and Risk Management – Maintain compliance with regulatory and internal governance requirements while proactively identifying and mitigating operational and partner risks.

Basic qualifications 

• 12+ years of experience in Support Operations Program Management, Vendor Management, or BPO / in-house contact center operations, with deep exposure to large-scale, global support environments.
• Demonstrated people leadership experience, including managing, coaching, and developing high-performing teams. Proven ability to drive performance management, build inclusive team cultures, and develop future leaders through structured feedback, mentoring, and talent development strategies.
• Deep understanding of BPO operational models and strategies, combined with strong transformational and critical thinking capabilities to evolve traditional operational practices and drive continuous improvement.
• Proven change management capability, with experience leading teams and partners through ambiguity, rapid business evolution, and complex transformation initiatives within BPO or global support environments.
• Strong stakeholder management and influencing skills, with demonstrated success aligning and securing buy-in from senior internal and external partners across functions, regions, and organizational levels.
• Advanced analytical and data storytelling skills, with the ability to interpret complex data sets, extract actionable insights, and translate findings into clear executive-level narratives and recommendations.
• Results-driven mindset, with exceptional problem-solving skills and a proven ability to influence outcomes in highly matrixed, global organizations.
• Technical fluency in Google Workspace and modern AI-enabled tools, with the ability to structure, synthesize, and operationalize data to support fast, high-quality decision-making. Ability to anticipate risks, identify emerging trends, and proactively guide leadership through data-backed insights.
• Exceptional written and verbal communication skills, with the ability to tailor messaging to executive audiences, operational teams, and external partners while driving clarity and action.
• Professional fluency in English is required. 
• Willingness to travel to support partner engagement, team development, and operational alignment. Travel may be required up to 50% of the time, depending on business needs.
   

Preferred qualifications 

• Experience in similar industries, particularly Mobility or B2B support organizations.
• Background in the mobility industry or a similar high-growth environment.
• Experience managing a network of onshore and offshore sites.
• Experience working in a cross-functional, multi-geography setup. This is a global role that requires an understanding and sensitivity to different realities, able to adapt both mindset and strategies according to each culture.
• Lean Six Sigma trained or certified
• PMP training or certification.
• COPC training or certification.
• ADKAR or Change Management training or certification.