Sr. Manager - Contact Centre Vendor Solutions

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The Vendor Solution team (VS) support the Expedia For Business group (E4B) and Expedia Group (EG) business with their outsourced services by providing best in class outsourced solutions and 3rd party vendor management support.
Within the VS team, this role involves working closely with the internal partners across various functions and ensure outsourced partners are well coordinated with the contractual agreements.

This is an exciting opportunity to be a part of a team that is responsible for vendor solution management for a network of outsourced partners spread globally. The role involves working closely with the internal stakeholders across various functions and ensure outsourced partners are compliant with the contractual agreements. It also requires designing business solutions powered by external vendors and buidling outsourcing strategies for our business partners.

Our Vendor Solution Managers are responsible for supervising the selection of new vendors, handle Expedia Group's relationship with our existing outsourced partners and monitor very closely their performances and spend. Vendor Management partners very closely with Operations making sure our outsourced partners always provide the right support and always meet our SLA and expectations. 

As a key member of the global vendor solution organization within E4B, you will play a pivotal role in achieving business goals and objectives. You will play a key role in helping Expedia’s outsourced partners deliver against their key objectives and deliverables.

What you'll do:

• Lead a team of Vendor Solution Managers.
• Drive outsourcing strategy for BPO/Contact Centre vendors across the Expedia B2B department.
• Responsible for RFP, SOW, invoice reconciliation & payments, and cost allocation by market.
• Manage delivery of global services and execution of complex global agreements, including, SOW’s, defined SLAs, KPIs, and other deliverable.
• Collaborate with the business owners, procurement, & legal, ensuring new services are captured in & supported by the agreement and/or in the statement of work
• Engage business owners in achieving results through continuous communication, including regular operational meetings, coordinating global QBRs, MBRs, communication of reports, & performance results
• Serve as escalation point for internal and external vendor related issues and collaborate with business owners, Legal, and Procurement teams to ensure successful resolution and service delivery.
• Manage vendors to ensure all contractual commitments and operational KPIs are being met
• Responsible for complex negotiations across several business units.
• Develop vendor policies and procedures to maximise performance and service quality.
• Support  Operation teams on resource allocation and planning.

Who you are:

• 5-7 years’ experience directly managing vendor relationships or other outsourced service providers.
• Direct experience managing RFP and vendor selection processes required.
• Previous experience with contact centre/call centre operations
• Ability to collect, manipulate and use data to drive decisions and strategies
• Proven track record of taking ownership and driving results
• An ability to adapt to a wide variety of working environments and deadlines

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About Expedia Group 

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's 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™.  

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