Mobility Vendor Manager Lead, APAC

Job Description - About the Role
The Global Support Organization (GSO) partners with Community Operations to deliver high-quality customer support across Mobility, Delivery, and Platform Integrity. We drive scalable and efficient operations by optimizing our BPO network, strengthening vendor partnerships, and continuously improving how support is delivered.
As Mobility Vendor Manager Lead, you will lead a global team of Vendor Managers and own the performance and strategic development of our BPO partnerships across Mobility. You will drive operational excellence, ensure vendors deliver against quality, productivity, efficiency, and cost targets, and help shape and execute our global BPO strategy.
You will work closely with regional, central, and global stakeholders to drive transformation, improve partner capabilities, and build a scalable vendor ecosystem that supports evolving business needs.
What You’ll Do
Lead, coach, and develop a globally distributed team of Vendor Managers, fostering a high-performing and inclusive culture.
Own BPO performance across Mobility, ensuring partners deliver against quality, productivity, efficiency, cost, and customer experience targets.
Build strong strategic relationships with BPO partners, aligning on priorities, expectations, and transformation initiatives.
Analyze performance trends, identify risks and opportunities, and drive data-led improvement plans across markets and partners.
Lead execution of the global BPO strategy and support the evolution of the vendor footprint and operating model.
Drive operational excellence and innovation through process improvement, automation, AI-enabled solutions, and scalable best practices.
Partner with regional, central, and global stakeholders to align vendor strategy and execution with broader business priorities.
Ensure vendor operations meet regulatory, compliance, governance, and risk-management requirements.
Conduct onsite partner visits as needed to strengthen relationships, improve performance, and support strategic initiatives.
Basic Qualifications
12+ years of experience in Vendor Management, Support Operations, Program Management, or BPO/contact center operations in large-scale environments.
Demonstrated experience leading, coaching, and developing high-performing teams.
Strong knowledge of BPO operating models, vendor strategy, and performance management.
Proven experience leading change, transformation, and operational improvement initiatives.
Strong stakeholder management and influencing skills, with experience working across functions, regions, and seniority levels.
Strong analytical and problem-solving skills, with the ability to translate data into actionable insights and recommendations.
Ability to manage multiple priorities and drive execution in complex, highly matrixed global organizations.
Excellent written, verbal, and presentation skills.
Professional fluency in English.
Willingness to travel up to 50%, depending on business needs.
Preferred Qualifications
Experience in Mobility, B2B support, technology, or another high-growth industry.
Experience managing global onshore and offshore BPO networks.
Experience working across multiple geographies, cultures, and time zones.
Experience driving automation, AI-enabled solutions, or transformation within support operations.
Lean Six Sigma, PMP, COPC, ADKAR, or other relevant operational/change management training or certification.