Vendor Manager - Customer Service Operations

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

Manager, Vendor Management

Introduction to the team

Our Corporate Functions are made up of teams that support Expedia Group, including Employee Communications, Finance, Traveler and Partner Service Platform, Legal, People Team, Inclusion and Diversity, and Global Social Impact and Sustainability.

EG’s agents are the human touch of the Virtual Agent Platform and are the Traveller’s Trusted Advisors!

We believe reducing customer effort, focusing on prevent opportunities and employing a pro-active stance will be the key retention driver for both customers and our advisors. We seek to build a position as the Travel Industry’s leading online travel agent. We need to transform our agent population into an ecosystem of Trusted Travel Advisors. 

Problem solving and focusing on continuous improvement is key to our success! Data & analytics is the key to unlocking opportunities and driving the right decisions. Are you looking to join a forward-thinking team of customer service professionals who are looking to radically alter our approach to customer service in a collaborative team environment?

In This Role, You Will

You will manage the day-to-day relationships with our contact center vendors, supporting their delivery of world class experiences to our travelers and partners

• Build and maintain strong relationships with outsourced partners, administer communication framework across diverse internal and external groups
• Serve as contractual expert for internal and external business stakeholders, provide guidance and support regarding terms and conditions of contractual agreements, negotiate changes as required in support of the business
• Act as the primary escalation point for business stakeholders concerning vendor performance and contract compliance.
• Identify potential risks in vendor relationships and develop mitigation strategies.
• Encourage vendors to adopt innovative practices and continuous improvement initiatives to enhance service delivery.
• Partner with Legal and Procurement organizations in support of contract negotiations
• Identify opportunities to optimize vendor footprint and optimize outsourcing spend
• Maintain a strong understanding of global Contact Center outsourcing partners, their capabilities, footprint, pricing models and understanding of diversity in regional needs
• Facilitate discussions and drive resolution as related to disputes, performance challenges, and other contract affecting situations
• Develop policies and procedures to support governance of vendor/supplier relationship
• Produce content requirements and facilitate executive performance reviews, manage action items for internal and external stakeholders
• Coordinate, schedule and facilitate all facets of Partner Business Reviews
• D rive consistent messaging and strategy to Outsourced Partners
  
  

Experience And Qualifications

• Bachelor’s Degree (MBA or equivalent desired); or equivalent related professional experience
• 8+ Years experience overall, 3+ years experience in vendor management.
• Naturally inquisitive with excellent communication skills.
• A collaborative partner who works effectively with suppliers and across internal functions.
• You see the bigger picture. You understand how everything we do impacts customer experience.
• Skilled at identifying key messages and communicating them effectively.
• You are numerate. You can size and prioritise opportunity where you find it.
• You are excellent at building and maintaining relationships, both internally and externally.
  
  

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

Expedia Groups family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.

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