Senior Vendor Solutions Manager, BPO, Commercial

4 weeks ago

London, United Kingdom Expedia Group Full time

Senior Vendor Solutions Manager, BPO, Commercial
 

Are you a seasoned professional with extensive expertise in Business Process Outsourcing (BPO) and specialized knowledge in contact centre vendor management? Do you possess a track record of crafting and optimizing commercial third-party strategies, particularly within the dynamic contact centre space? Are you adept at steering complex vendor relationships and excelling in project management?

If so, this opportunity within our team could be the perfect fit

We are seeking an industry expert to take the lead in developing and executing the commercial BPO strategy for Expedia for Business, with emphasis on optimising our contact centre footprint. This role is pivotal to our sustained commercial success within the BPO industry, focusing on optimizing economies of scale, ensuring vendor quality, and driving cost benefits across multiple business units.

 

What You'll Do: 

Lead commercial BPO Strategy: 

  • Lead the development and execution of the commercial third-party BPO strategy for multiple business units, with a strong emphasis on our contact centre operations.

  • Design strategies that optimize economies of scale, ensure vendor quality, and drive cost benefits/savings.

  • Collaborate with business units and cross-functional teams to align vendor strategies with commercial objectives.

  • Act as a strong consultant and industry expert, offering strategic guidance to internal teams and senior leadership on our BPO strategy.

Vendor and Contract Management: 

  • Oversee the end-to-end vendor lifecycle, from selection to onboarding and ongoing relationship management.

  • Develop and evolve third-party BPO commercial strategies tailored for mutually beneficial partnerships with vendors.

  • Manage and enhance BPO vendor contracts, working collaboratively with the procurement team for effective contract management to optimise agreements/pricing models for commercial excellence.

  • Drive continuous improvement aligned to contractual agreements and vendor scorecards, addressing operational challenges and unblocking escalations as required.

Program Management: 

  • Manage a diverse portfolio of global vendors and exhibit world-class program management skills across commercial footprint.

  • Lead complex programs and projects, collaborating with a diverse range of internal and external stakeholders.

  • Develop a consistent reporting rhythm and framework that captures multiple business BPO spend and performance.

  • Develop a data-driven framework to guide strategic decision-making throughout the BPO footprint, enhancing effectiveness and efficiency.

 

Who You Are: 

  • Bachelor's degree (BA/BSc) with 8+ years' experience in a senior vendor management role, specializing in BPO contact centre strategy.

  • Proven track record in developing effective third-party BPO commercial strategies with contact centres.

  • Expert in outsourcing, specifically for commercial BPO contact centres.

  • Possess a robust background in successful commercial negotiations within the BPO and contact centre context.

  • Data-driven, leveraging analytics and insights to inform decision-making processes.

  • Excellent project management skills, including the ability to lead complex BPO initiatives from conception to successful implementation.

  • Strong communication and interpersonal skills, facilitating effective collaboration with both internal cross-functional teams and external BPO vendors, with a keen understanding of the unique dynamics of contact center management.

  • Certification in COPC or equivalent vendor management courses is a plus.

 

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