Senior Manager, Vendor Experience & Operations

Expedia Group; Selangor; On-site; MYR 150,000 - 210,000; Full time

Job summary

Expedia Group Malaysia seeks an experienced Vendor/Operations Leader to oversee external contact center vendors across multiple sites, ensuring policy compliance and efficient customer processes. You will own performance metrics like resolution time, CSAT, and service levels while partnering with product, policy, and knowledge teams.

You will analyze data, propose KPIs, and guide remediation plans with vendor leadership. Strong leadership and communication skills are essential.

Qualifications

• Bachelor's or Master's degree in Business Administration, Operations Management or related field; or equivalent professional experience.
• At least 8 years in vendor management or contact center operations with bachelor's or 6 years with master's, including 3 years leading people/teams.
• Deep understanding of vendor management processes, policies, and tools across outsourced partners.
• Knowledge of contact center technologies and current industry trends.
• Strong analytical, data-driven decision making and communication skills.

Responsibilities

• Oversee a multi-site network of external contact center vendors to promote operational efficiency and policy compliance.
• Own vendor performance metrics such as resolution, handle time, CSAT, quality, and SLAs; define remediation plans.

Skills

Vendor management

Contact center operations

Data analytics

Excel/BI dashboards

Leadership experience

Communication skills

Education

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

Tools

Excel

SQL

BI dashboards

CRM systems

Job description

Expedia Group Malaysia seeks an experienced Vendor/Operations Leader to oversee external contact center vendors across multiple sites, ensuring policy compliance and efficient customer processes. You will own performance metrics like resolution time, CSAT, and service levels while partnering with product, policy, and knowledge teams.

You will analyze data, propose KPIs, and guide remediation plans with vendor leadership. Strong leadership and communication skills are essential.