Vendor Experience & Operations Leader

11540 Lodging Partner Travel Sdn Bhd; Petaling Jaya; On-site; MYR 365,000 - 528,000; Full time

Job summary

Expedia Group is seeking a senior professional to oversee a multi-site vendor network within Traveler Operations. You will manage external contact center partners, ensure policy compliance, and drive customer experience improvements through data-driven insights and KPI management.

You will lead cross-functional initiatives, analyze performance, and deliver cost-saving opportunities while coordinating with product, policy, and knowledge teams to implement scalable solutions.

Qualifications

• Bachelor's or higher in Business Administration, Operations Management or related field.
• 8+ years in vendor management or contact center operations with leadership experience.
• In-depth understanding of vendor management processes, policies, and tools.
• Knowledge of contact center technologies and industry trends.
• Strong analytical skills with KPI-driven mindset and proficiency in data tools.
• Excellent written and verbal communication; able to influence stakeholders.

Responsibilities

• Oversee multi-site network of external contact center vendors to promote efficiency and policy compliance.
• Own vendor performance against metrics such as resolution, handle time, CSAT, quality and SLAs; formulate remediation plans.
• Build relationships with stakeholders and vendors; advise on solutions that create value and accountability.
• Analyze data from calls, chats, and cases to identify root causes and recommend actions; use analytics, automation, and AI tools.
• Lead escalation for customer/vendor issues and coordinate fixes with product, policy, and knowledge teams.
• Identify cost-saving opportunities and collaborate with finance on forecasts and targets.
• Lead cross-functional projects, ensuring timelines and milestones; train vendor teams on new processes.
• Prepare quarterly/annual business reviews; present insights to senior leaders and vendors.

Skills

Vendor management

Operations management

Data analysis

SQL

BI dashboards

Stakeholder management

Communication

Education

Bachelor's degree

Master's degree

Tools

Excel

SQL

BI tools

Job description

Expedia Group is seeking a senior professional to oversee a multi-site vendor network within Traveler Operations. You will manage external contact center partners, ensure policy compliance, and drive customer experience improvements through data-driven insights and KPI management.

You will lead cross-functional initiatives, analyze performance, and deliver cost-saving opportunities while coordinating with product, policy, and knowledge teams to implement scalable solutions.