Senior Manager, Customer Experience & Vendor Operations

Expedia Group; Subang Jaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

Expedia Group is seeking a Senior Vendor Management role within the Traveler Operations team. You will oversee external contact center vendors across multiple sites to ensure policy compliance and high service quality while driving efficiency and cost savings.

This role emphasizes data-driven decision making and stakeholder collaboration. You will lead performance Reviews, partner with product and finance, and mentor vendor teams.

Qualifications

• Bachelor's or master's degree in Business Administration, Operations Management, or related field.
• 8+ years in vendor management or contact center operations (6+ years with a master's).
• Deep understanding of vendor management processes and outsourcing (BPO).
• Knowledge of contact center technologies and industry trends.
• Strong analytical skills with experience using Excel, SQL, or BI dashboards.
• Excellent written and verbal communication; able to present to senior leaders.
• Knowledge of travel/e-commerce customer service or automation/AI tools is a plus.

Responsibilities

• Oversee a multi-site network of external contact center vendors to promote efficiency and policy compliance.
• Own vendor performance against key metrics (resolution, handle time, CSAT) and drive remediation plans.
• Review data and customer interactions to identify root causes and propose KPI-driven actions using analytics and automation.
• Serve as escalation point for vendor issues and coordinate fixes with product, policy, and knowledge teams.
• Identify cost-saving opportunities and collaborate with workforce planning and finance on forecasts and targets.
• Lead cross-functional projects, align timelines, and train vendor teams for new processes.

Skills

Analytical thinking

Data analysis

Leadership

Problem solving

Communication

Education

Bachelor's degree in Business Administration or related

Tools

Excel

SQL

BI dashboards

Job description

Expedia Group is seeking a Senior Vendor Management role within the Traveler Operations team. You will oversee external contact center vendors across multiple sites to ensure policy compliance and high service quality while driving efficiency and cost savings.

This role emphasizes data-driven decision making and stakeholder collaboration. You will lead performance Reviews, partner with product and finance, and mentor vendor teams.