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Vendor Specialist - APAC

Australia - New South Wales - Sydney

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Expedia

HomeAway, a world leader in the vacation rental industry, is the place to book beach houses, cabins, and condos with more than two million places to stay in 190 countries. The site makes it easy to find and book the perfect vacation rental for any getaway, often for less than the cost of traditional hotel accommodations. HomeAway is part of the Expedia Group family of brands.

Are you passionate about optimising the customer experience? Do you have experience managing Contact Centre relationships? Do you love travelling? If you’ve answered yes, then The Global Customer Experience Team has an opportunity for you! We are currently looking for an APAC Vendor Operations Specialist position focused on ensuring high-quality processes and performance at vendors we leverage to deliver services to our customers.

This professional will work with both external vendors and internal stakeholders across all APAC HomeAway brands to relentlessly improve customer experience performance in customer service, sales and operations.

Who you are:

As the APAC Vendor Specialist you will play a key role in handling vendor relationships ensuring they meet our critical metrics including service level, conversion, quality, customer contact rate, and costs. This role will require international travel up to 20% of the time.

  • Bachelor’s Degree or equivalent in Business or a related field.
  • 5+ years’ experience of relevant experience – Business analyst, vendor management, sales management and/or customer service management experience preferred.
  • Mastery of operational excellence techniques such as lean six sigma, lean solutions and other statistical toolset.
  • Work effectively in a cross-organisational/regional team.
  • Be a self-starter, have a bias for action and be able to drive for results.
     

What you’ll do:

  • Participating in defining and implementing process and tool integration between HomeAway and third-party vendors to ensure strong customer experience across a variety of HomeAway products and services.
  • Launching new support channels to handle transactional work relating to customer service, payments and operations.
  • Managing vendors to ensure critical performance levels are being achieved spanning customer, payments and operations.
  • Participating actively in the forecasting process and ensuring that staffing and scheduling are appropriate for the expected volumes.
  • Participating in standard vendor governance programs, including day-to-day performance management, weekly operational reviews, quality calibration calls and monthly business reviews.
  • Leading process, policy and product programs to improve customer experience for work handled by our third party vendors.
  • Ensuring adequate controls are in place to satisfy financial and compliance audits
  • Leading other ad-hoc critical projects supporting global team strategic objectives.
     

Why join us:

Expedia Group recognizes our success is dependent on the success of our people.  We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business.  Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them to tools to do so.

Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach.  We relentlessly strive for better, but not at the cost of the customer.  We act with humility and optimism, respecting ideas big and small.  We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you.

Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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.
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R-38550

Job Category
Management Group

Job Function
Vendor Management

Location
Australia - New South Wales - Sydney

Job Type
Full-Time Regular

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