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 Manager, EG Vacation Rentals
 

Are you an ambitious operations professional with a passion for travel? Are you experienced in contact-centre vendor management and driven by customer excellence?

EG’s Vacation Rentals Platform (Vrbo) are seeking a Vendor Operations Manager to ensure contact- center vendors are delivering the highest quality services to our travelers and vacation rental partners.

As a Vendor Operations Manager, you’ll be responsible for managing external vendors, while also working in partnership with internal teams, such as customer operations and workforce planning. You’ll strive for top operational performance through continuous improvement of customer experience, customer process, policy definition and operational efficiency.  Reporting directly to the Director of Global Vendor Operations, you’ll work within a global, matrixed environment where you will be able to have direct impact and influence on the customer experience of our travelers and partners.

What You’ll Do: 

Facilitate and maintain relationships between EG and vendors as a trusted advisor  Participate in the definition and implementation of process and tool integration between EG and third-party vendors to ensure strong customer experience across a variety of EG products and services Launch new vendors to handle transactional work relating to customer service, payments, and operations Ensure critical performance levels and metrics (service level, adherence, quality, cost) are being achieved by our vendor networkSolve vendor issues that arise in a timely manner with a positive attitude and high quality service in mind Participate actively in the forecasting process and ensuring that staffing and scheduling are appropriate for the expected volumes Participate in standard vendor governance programs, including day-to-day performance management, weekly operational reviews, quality calibration calls, and quarterly business reviews Lead process, policy and product programs to improve the customer experience for work handled by our third-party vendors Ensure adequate controls are in place to satisfy financial and compliance audits Reconcile and provide input on monthly invoices Lead other ad-hoc critical projects supporting the Service and Operations strategic objectives 

Who You Are: 

A least three years vendor management experience within customer operations  Availability to work an EMEA and US Work ScheduleManagement and/or customer service management experience preferred Experience working in a call center environment. Ability to work effectively in cross-organizational/regional team Flexibility to execute in a fast-pace agile environment Self-starter with a bias for action and be the ability to work towards results Be available for occasional domestic or international travel

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.

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.