Vendor Operations Specialist
If you need assistance during the recruiting process due to a disability, please reach out to our Recruiting Accommodations Team through the Accommodation Request form. This form is used only by individuals with disabilities who require assistance or adjustments in applying and interviewing for a job. This form is not for inquiring about a position or the status of an application.
Vendor Operations Specialist
Our Expedia (EG) for Business Global Outsourcing Team in Service & Operations is seeking a Vendor Operations Specialist who will focus on ensuring our vendors are delivering the highest quality services to our customers by evaluation of processes and procedures. In this position, you will collaborate with both external vendors and internal partners across all EG brands with a focus on improving customer experience performance in operations. You will play a role in handling vendor relationships, defining processes and systems between our EG product and processes that improve customer experience. Reporting directly to the Senior Manager, NA Partner Performance in outsourcing, you will work in a matrices environment. This role will require domestic and international travel up to 20% of the time.
What you’ll do:
Facilitating and maintaining relationships between EG and vendor as a trusted advisor and business operations partner
Participating in defining and implementing process and tool integration between EG and third-party vendors to ensure strong customer experience across a variety of EG products and services
Launching new vendors to handle transactional work relating to customer service, payments, and operations
Ensuring critical performance levels and metrics (service level, adherence, quality, cost) are being achieved spanning customer, operational
Solving vendor issues that arise in a timely manner with a positive attitude and high-quality service in mind
Participating actively in the forecasting process and ensuring that staffing and scheduling are appropriate for the expected volumes
Participating in standard vendor governance programs, including day-to-day performance management, weekly operational reviews, quality calibration calls, and quarterly business reviews
Leading process, policy, and product programs to improve the customer experience for work handled by our third-party vendors
Ensuring adequate controls are in place to satisfy financial and compliance audits
Reconcile and approve monthly invoices
Leading other ad-hoc critical projects supporting the Service and Operations strategic objectives
Who you are:
Required experience working in a call center environment and with vendor management
Bachelor's degree in a business or in a related field; or equivalent related professional experience (project management, procurement and sourcing, etc.); COPC certification is a plus
Minimum 3 -5 years of relevant experience in vendor management and customer service management experience and BPO (business process outsourcing), SAAS preferred
Comfortable/advanced with day-to-day usage in reporting, trends, KPIs, and Excel
Ability to work effectively in cross-organizational/regional team
High level of interpersonal communication
Flexibility to execute in a fast-paced agile environment
Self-starter with a bias for action and be the ability to work towards results
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™.
© 2021 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 to 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.
United States - Texas - Dallas
Operations & Services
ID # R-75813-1
Job Accommodation Requests
At Expedia Group, we're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities. If you require an accommodation or adjustment for any part of the application or hiring process, please let us know by completing our Accommodation Request form.