Senior Manager, Global External Contact Center Ops

Expedia Group; Blanquefort-sur-Briolance; On-site; EUR 90,000 - 120,000; Full time

Job summary

Expedia Group is seeking a senior leader to oversee a network of external contact center vendors, ensuring policy compliance and efficient operations across voice, chat, and back-office channels.

You will drive KPI-based performance, collaborate with product, policy, and knowledge teams, and lead cross-functional projects to optimize costs and service quality. Prior experience in travel/e-commerce customer service is a plus.

Qualifications

• Bachelor's or Master's in Business Administration, Operations Management or related field, or equivalent professional experience.
• 8+ years in vendor management or contact center operations with bachelor's, or 6+ years with master's, including 3+ years leading people or teams.
• Deep understanding of vendor management processes, policies, and tools across outsourced partners.

Responsibilities

• Oversee a multi-site network of external contact center vendors to promote operational efficiency and policy adherence.
• Own vendor performance against metrics like resolution, handle time, CSAT, quality, and service levels; define remediation plans with vendor leadership.
• Build relationships with stakeholders and vendors; act as advisor to meet business needs and ensure value for all parties.

Skills

Vendor management

Analytical thinking

Excel/SQL/BI

Communication

Leadership

Education

Bachelor's or Master's in Business Administration / Operations Management

Tools

Excel

SQL

BI dashboards

Job description

Expedia Group is seeking a senior leader to oversee a network of external contact center vendors, ensuring policy compliance and efficient operations across voice, chat, and back-office channels.

You will drive KPI-based performance, collaborate with product, policy, and knowledge teams, and lead cross-functional projects to optimize costs and service quality. Prior experience in travel/e-commerce customer service is a plus.