Vendor Operations Specialist
Location: Austin, Texas, Dallas, Texas
Job Type: Full time
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Vendor Operations Specialist
OurExpedia(EG)for BusinessGlobalOutsourcingTeamin Service & Operationsis seeking aVendor 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 allEG brands with a focus on improving customer experience performance inoperations. You will play a role in handling vendor relationships, defining processes and systems between ourEGproduct and processes that improve customer experience. Reporting directly to the Senior Manager, NA Partner Performance in outsourcing, you will work in amatricesenvironment. This role will require domestic and international travel up to 20% of the time.
What you’ll do:
Facilitatingand maintainingrelationships between EG and vendor as a trusted advisor and business operations partner
Participating in defining and implementing process and tool integration betweenEGand third-party vendors to ensure strong customer experience across a variety ofEGproducts and services
Launching new vendors to handle transactional work relating to customer service, payments, and operations
Ensuring critical performance levelsand 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 standardvendor 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 theService and Operationsstrategic objectives
Who you are:
Required experience working in a call centerenvironment and with vendor management
Bachelor'sdegree 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
Abilityto work effectively in cross-organizational/regional team
High level of interpersonal communication
Flexibility to executein 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™.
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