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
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:
Bachelors degree in a business related discipline or equivalent experience
A least one year 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
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®, Egencia®, 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: 2029030-50Expedia 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.
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