Vendor Operations Manager, Vacation Rental

3 weeks ago

Dublin, Dublin City, Ireland Expedia Group Full time

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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 Director, Global Vendor Operations, VR in outsourcing, you will work in a matrixed 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
  • 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:

  • A least three years of meaningful experience - vendor management, business analyst, sales management 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

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