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 global hybrid work setup (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.

Introduction to the Team: 

The Expedia Group (EG) Vendor Solutions Business Process Outsourcing (VS BPO) team have extensive expertise in BPO and specialized knowledge in contact centre vendor management. We have a track record of successfully optimizing commercial third-party strategies, particularly within the dynamic BPO space. We are adept at steering complex vendor relationships, strategic sourcing & capability analysis and excelling in project management.  

We are seeking an industry expert to take the lead in developing and executing the commercial BPO strategy for EG, with emphasis on optimizing our global footprint. This role is pivotal to our sustained commercial success within the BPO industry, focusing on optimizing economies of scale, ROI, ensuring vendor quality, and driving cost benefits across multiple business units. 

  

In this role you will:  

BPO Strategy:  

• Lead the execution of the commercial BPO strategy for multiple business units, with a strong emphasis on our BPO operations. 

• Design strategies that optimize economies of scale, ROI, ensure vendor quality, and drive cost benefits/savings. 

• Collaborate with business units and cross-functional teams to align vendor strategies with commercial objectives. 

• Act as a strong consultant and industry expert, offering strategic guidance to internal teams and senior leadership on our BPO strategy. 

Vendor and Contract Management:  

• Oversee the end-to-end vendor lifecycle, from selection to onboarding and ongoing relationship management. 

• Develop and evolve BPO commercial strategies tailored for mutually beneficial partnerships with vendors. 

• Manage and enhance BPO vendor contracts, working collaboratively with the procurement team for effective contract management to optimize pricing models for commercial and operational outcomes. 

• Drive continuous improvement aligned to contractual agreements and vendor scorecards, addressing operational challenges and unblocking escalations as required. 

Program Management:  

• Manage a diverse portfolio of global BPO vendors and exhibit excellent program management skills across commercial footprint. 

• Lead complex programs and projects, collaborating with a diverse range of internal and external stakeholders. 

• Develop a consistent reporting rhythm and framework that captures multiple business BPO spend and performance. 

• Develop a data-driven framework to guide strategic decision-making throughout the BPO footprint, enhancing effectiveness and efficiency. 

  

Experience and Qualifications:  

• Bachelor's degree (BA/BSc) with 8+ years' experience in a senior vendor management role, specializing in BPO strategy. 

• Proven track record in developing effective third-party BPO commercial strategies. 

• Expert in Global outsourcing, specifically for commercial BPO. 

• Possess a robust background in successful commercial negotiations within the BPO space. 

• Data-driven, leveraging analytics and insights to inform decision-making processes. 

• Excellent project management skills, including the ability to lead complex BPO initiatives from conception to successful implementation. 

• Strong communication and interpersonal skills, facilitating effective collaboration with both internal cross-functional teams and external BPO vendors, with a keen understanding of the unique dynamics of contact center management. 

• Outsourcing certification or equivalent vendor management courses is a plus. 

Relocation (Y/N): N

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The total cash range for this position in Austin is $110,500.00 to $155,000.00. Employees in this role have the potential to increase their pay up to $177,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.

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 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™. © 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, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.