Senior Vendor Management Lead - Customer Care Ops

Traveloka; Indonesia; On-site; IDR 100,000,000 - 180,000,000; Full time

Job summary

Traveloka in Indonesia is seeking a senior Vendor Manager to shape how we partner with outsourcing providers in our Customer Care operations. You will drive strategic sourcing, vendor selection, and long-term partnerships while balancing cost, quality, and service levels.

The role requires 7+ years in vendor management, strong negotiation and analytical skills, and fluency in English. You will work with cross-functional teams to ensure service continuity and scalable, compliant partner

Qualifications

• At least 7 years of experience in vendor management or outsourced service management.
• Proven ability to select and manage Customer Care or contact center vendors, including evaluation of recruitment, training, quality, and retention capabilities.
• Strong negotiation, stakeholder management, and analytical skills with the ability to align vendor decisions with strategic plans.
• Experience managing service contracts, SLAs, vendor scorecards, performance reviews, and corrective actions.
• Fluent in English, with strong verbal and written communication skills.

Responsibilities

• Lead strategic sourcing and selection of Customer Care outsourcing partners, assessing agent quality, recruitment and training capabilities, service delivery, scalability, and commercial competitiveness.
• Manage vendor proposals, commercial negotiations, contract reviews, and long-term partnerships; define service scope, pricing, SLAs, performance incentives, and renewal terms.
• Partner with Strategic Planning and Operations Leads to translate forecasts, staffing needs, service targets, and budgets into vendor requirements and selection criteria.
• Develop the Customer Care vendor strategy and coordinate onboarding, service transitions, and capacity ramp-ups to ensure readiness and continuity.
• Ensure vendor compliance with internal policies, data protection, information security standards, and contractual obligations; assess vendor risks and coordinate business continuity plans.
• Monitor vendor performance against SLAs and KPIs including customer satisfaction, quality scores, response times, and staffing adherence; drive corrective actions.
• Manage vendor budgets, spend, and invoicing; provide performance and cost reporting, identify efficiencies while maintaining service quality.

Skills

Vendor management

Strategic sourcing

Contract negotiations

Budget management

Stakeholder management

Data analysis

Excel/Google Sheets

English fluency

Job description

Traveloka in Indonesia is seeking a senior Vendor Manager to shape how we partner with outsourcing providers in our Customer Care operations. You will drive strategic sourcing, vendor selection, and long-term partnerships while balancing cost, quality, and service levels.

The role requires 7+ years in vendor management, strong negotiation and analytical skills, and fluency in English. You will work with cross-functional teams to ensure service continuity and scalable, compliant partner