Senior Sales Vendor Manager - BPO, Merchant Onboarding Operations

About the Role

The Global Support Operations (GSO) at Uber enables scalable, high-quality operations across the business through a global network of strategic partners and operational teams. Within GSO, the Digital Sales Operations organization is responsible for driving and scaling BPO-delivered sales programs across the Merchant lifecycle, supporting Merchant acquisition, activation, and growth across Uber's global markets.

As part of the Global Onboarding organization, the Sr. Sales Vendor Manager - Merchant Onboarding Operations (US&C) will play a critical role in bridging Merchant acquisition and long-term growth. This role is responsible for driving the successful execution and performance of BPO-led onboarding programs, ensuring newly signed Merchants complete the onboarding journey and reach First Trip as quickly and efficiently as possible.

This role sits at a critical inflection point in the Merchant lifecycle, transforming signed agreements into active Merchants and enabling the foundation for long-term growth on the platform.

Working closely with Global Onboarding, Acquisition, Merchant Growth, and cross-functional stakeholders, you will lead efforts to optimize activation performance, remove operational bottlenecks, and improve the end-to-end Merchant onboarding experience.

Success in this role requires a commercially minded and highly action-oriented leader who can balance operational rigor with speed of execution, leveraging data, stakeholder influence, and continuous improvement to drive measurable business outcomes.

Additionally, this role will partner closely with Global Digital Sales, Onboarding, and Commercial Operations leaders to support the scalability, consistency, and effectiveness of Merchant activation programs worldwide.

What You’ll Do

• Lead Merchant Activation Programs Across the BPO Network

Drive the successful execution and performance of global BPO-driven onboarding programs, ensuring strong outcomes across Merchant activation, onboarding completion, and First Trip conversion metrics.

• Accelerate Merchant Activation

Partner with Onboarding stakeholders to identify operational bottlenecks, resolve complex cases, and continuously improve the speed and effectiveness of the Merchant onboarding journey.

• Own and Elevate BPO Partnerships

Build and manage high-performing BPO partnerships, driving accountability, operational excellence, and continuous improvement while ensuring alignment with business priorities and activation goals.

• Operate as a Strategic Integrator Across Stakeholders

Act as a key connector across Onboarding, Acquisition, Merchant Growth, Operations, and BPO partners, aligning priorities, resolving challenges, and driving execution in a complex global environment.

• Lead Performance Management and Continuous Improvement

Leverage data, operational insights, and performance trends to identify opportunities, implement scalable solutions, and improve activation outcomes, operational efficiency, and Merchant experience.

• Enable Scalable Operations

Design and implement operational frameworks, governance models, and scalable processes that support evolving business needs while maintaining executional excellence across programs and partners.

Basic Role Qualifications

• 6+ years of experience in Sales Operations, Vendor Management, BPO Management, Onboarding Operations, Merchant Activation, or related operational environments.
• Proven experience leading BPO operations, including performance management, KPI governance, operational excellence, escalations, and vendor accountability.
• Strong understanding of onboarding and activation processes, including post-sale operational workflows and conversion funnels.
• Experience partnering with cross-functional stakeholders to operationalize and scale onboarding, activation, or customer lifecycle programs.
• Strong analytical and problem-solving skills, with the ability to leverage data, identify performance gaps, and drive actionable improvements.
• Demonstrated ability to operate effectively in complex, fast-paced, and evolving environments, balancing strategic priorities with operational execution.
• Excellent stakeholder management, communication, and influencing skills, with experience collaborating across Sales, Operations, Program, and BPO organizations.
• Fluency in English is required.
• Experience with Salesforce, CRM platforms, and Google Workspace is a plus.

What We Need from You

• Commercial & Operational Acumen

Strong understanding of operational performance drivers and business impact, with the ability to prioritize actions that accelerate Merchant activation and revenue generation.

• Strategic Execution

Ability to operationalize business priorities, drive scalable execution, and consistently deliver results in a dynamic and fast-paced environment.

• Stakeholder Influence & Collaboration

Proven ability to build trust, align priorities, and influence cross-functional stakeholders and external partners to achieve shared business goals.

• Data-Driven Decision Making

Strong analytical mindset with the ability to leverage data, identify opportunities, diagnose performance gaps, and drive informed actions that improve outcomes.

• Ownership & Accountability

Demonstrated ability to navigate ambiguity, manage competing priorities, and take accountability for delivering high-impact results.

• Communication & Executive Presence

Ability to communicate clearly and effectively across all levels of the organization, translating complex topics into concise and actionable insights.

Bonus Points If

• Experience in high-growth environments such as tech, marketplace, delivery, or SaaS industries.
• Strong knowledge of Merchant onboarding, activation, or post-sale operational models.
• Experience supporting global or multi-region operations.
• Familiarity with CRM and onboarding workflows within Salesforce environments.
• Experience working in highly operational, KPI-driven environments with strong commercial accountability.