Global Vendor Experience Lead

Expedia Group; Malaysia; On-site; MYR 240,000 - 420,000; Full time

Job summary

Expedia Group in Malaysia seeks a senior leader to manage external contact center vendors and drive operational performance. You will oversee multi-site partners, own KPIs, and collaborate with product, policy, and finance teams to optimize costs and quality.

You will analyze large data sets, present insights to senior leaders, and mentor vendor teams to achieve service levels and policy compliance. This role emphasizes analytics, automation, and strong stakeholder management.

Qualifications

• Bachelor's or Master's in business/admin or operations-related field.
• Experience leading vendor management or multi-site contact center ops.
• Strong data analysis and KPI-driven approach.

Responsibilities

• Oversee a multi-site network of external contact center vendors.
• Own vendor performance against metrics and remediation plans.
• Build relationships with stakeholders and vendors; advise on solutions.
• Review data and interactions to identify root causes and KPIs.
• Act as escalation point for issues and prioritize fixes.
• Identify efficiency and cost-saving opportunities with forecasting.
• Lead cross-functional projects and train vendor teams.
• Prepare and present regular business reviews to leaders.
• Explain contract terms and assist with budgets and invoicing.
• Coach and develop team members and vendor leaders for performance.

Skills

Vendor management

Contact center operations

Analytical thinking

Problem solving

Communication

Leadership

Stakeholder management

Forecasting

Cross-functional collaboration

Multi-site management

Education

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

Tools

Excel

SQL

BI dashboards

Job description

Expedia Group in Malaysia seeks a senior leader to manage external contact center vendors and drive operational performance. You will oversee multi-site partners, own KPIs, and collaborate with product, policy, and finance teams to optimize costs and quality.

You will analyze large data sets, present insights to senior leaders, and mentor vendor teams to achieve service levels and policy compliance. This role emphasizes analytics, automation, and strong stakeholder management.