Sr. Manager, Customer Experience

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

At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business.

Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.

Introduction to team

This role sits on the Traveler Operations team within the Traveler & Partner Services Platform (TPSP) organization. You will oversee Expedia Group's external contact center vendors so they operate efficiently, follow company policy, and follow defined customer processes. The team owns how our vendor partners perform for travelers across voice, chat, and back office channels, and works with product, policy, and knowledge teams to fix what drives travelers to contact us again. Your work improves the customer experience and supports top operational performance.

In this role, you will:

• Oversee a multi-site network of external contact center vendors to promote operational efficiency, policy compliance, and adherence to defined customer processes
• Own vendor performance against key metrics such as resolution, handle time, customer satisfaction, quality, and service levels, find what drives changes in results, and agree remediation plans with vendor leadership
• Build working relationships with stakeholders, vendors, leaders, and business partners, and act as a trusted advisor who recommends solutions to meet business needs, reaches agreements that create value for all parties, and holds vendors accountable for agreed service levels and commitments
• Review data and customer interactions (calls, chats, and cases) to find the root cause of problems, measure customer and employee satisfaction and program effectiveness, and propose key performance indicators and recommendations that drive action, using analytics, automation, and AI tools to scale the work
• Act as the escalation point for customer and vendor issues, lead the vendor response to service disruptions, and work with product, policy, and knowledge teams to prioritize fixes to tools, processes, and policies
• Identify, size, and deliver efficiency and cost-saving opportunities, and partner with workforce planning and finance on forecasts, capacity, and targets
• Lead or take part in cross-functional projects by aligning timelines and milestones, spotting resourcing gaps, and adjusting plans to keep work on track, including getting vendor teams trained and ready when new processes, policies, or tools launch
• Prepare and present regular business reviews to senior leaders and vendor leadership, turning performance data into clear actions
• Apply knowledge of standard contract terms and conditions to answer vendor questions, validate compliance and invoice reconciliation so bills are processed on time, and advise on quarterly and yearly budgets
• Lead, coach, and develop team members and vendor leaders to improve performance, and implement improvements to the quality of products, services, and processes

Experience and qualifications

• You have a bachelor's or master's degree in Business Administration, Operations Management or related technical field; or equivalent related professional experience
• You have at least 8 years of relevant experience in vendor management or contact center operations with a bachelor's degree, or at least 6 years with a master's degree, including at least 3 years leading people or teams
• You have an in-depth understanding of vendor management processes, policies, and tools, including managing outsourced (BPO) partners across multiple sites or regions
• You have knowledge of contact center technologies and keep current with changes in the contact center industry
• You think analytically, solve problems effectively, and use key performance indicators to draw conclusions about trends, and you are comfortable working with large data sets in tools such as Excel, SQL, or BI dashboards
• You are proficient in written and spoken communication, pay close attention to detail, and stay well organized, and you can present clearly to senior leaders and influence partners where you have no direct authority.
• It's a plus if you have experience in travel or e-commerce customer service, or with automation and AI tools in an operations setting.

Accommodation requests

Expedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request at https://expedia.service-now.com/askeg?id=job_accommodation.

About Expedia Group

Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings. Across our brands and business, we help travelers explore the world with confidence and ease.

Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never share sensitive personal information unless you are confident of the recipient. Expedia Group does not extend job offers via email or messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official place to find and apply for roles is https://careers.expediagroup.com/jobs/.

Equal Opportunity

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.