Senior Manager, Customer Experience & Vendor Operations

Expedia, Inc.; Petaling Jaya; On-site; MYR 240,000 - 420,000; Full time

Job summary

Expedia Group seeks a Sr. Manager, Customer Experience to oversee a global network of external contact center vendors, ensuring policy compliance and efficient operations across voice, chat, and back-office channels.

You will analyze performance data, partner with product, policy, and knowledge teams, and drive improvements that enhance traveler support and satisfaction. The role demands strong leadership and strategic vendor management across multiple sites.

Qualifications

• Bachelor's or Master's degree in Business Administration, Operations Management or related technical field; or equivalent professional experience.
• 8+ years of vendor management or contact center operations experience with a bachelor's degree, or 6+ years with a master's degree; including at least 3 years leading people or teams.
• Strong understanding of vendor management processes, policies and tools, including managing outsourced partners across sites/regions.
• Experience with contact center technologies and working with large data sets in Excel, SQL, or BI dashboards.
• Excellent written and spoken communication, detail-oriented, and able to influence partners without direct authority.

Responsibilities

• Oversee multi-site external contact center vendors to drive efficiency and policy compliance.
• Own vendor performance metrics: resolution, handle time, CSAT, quality, and SLAs; define remediation plans.

Skills

Analytical thinking

Vendor management

Stakeholder management

Data-driven decisions

Education

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

Tools

Excel

SQL

BI dashboards

Job description

Expedia Group seeks a Sr. Manager, Customer Experience to oversee a global network of external contact center vendors, ensuring policy compliance and efficient operations across voice, chat, and back-office channels.

You will analyze performance data, partner with product, policy, and knowledge teams, and drive improvements that enhance traveler support and satisfaction. The role demands strong leadership and strategic vendor management across multiple sites.