Vendor Service and Operations Manager

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success. Why Join Us? To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win. We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us. As a Vendor Manager within the Business Operations team, you will own the performance, governance, and strategic management of a portfolio of vendors supporting the Strategic Partnerships & Affiliates (SPA) organisation. You will be responsible for ensuring vendors deliver high-quality, scalable, and compliant services that support business objectives and enhance the experience of both internal stakeholders and external partners. Working cross-functionally with operational, commercial, and technology teams, you will drive vendor performance through robust governance, data-driven decision making, and continuous improvement initiatives. You will identify opportunities to optimise processes, implement automation, mitigate operational risks, and improve service delivery outcomes. As the organisation continues to scale, you will play a key role in evolving ops vendor management from a transactional function into a strategic capability that delivers measurable business value, operational efficiency, and long-term partnership success. Responsibilities Lead vendor governance across internal and external teams, supporting the design, implementation, and continuous evolution of the vendor operating model. Manage vendor performance, value delivery, and commercial outcomes, ensuring contractual obligations, service levels, quality standards, and key performance indicators are consistently achieved. Foster a culture of continuous improvement with vendor partners, driving scalability, operational efficiency, process standardisation, and service excellence. Monitor vendor performance trends, identify risks and performance gaps, conduct root cause analysis, and own the development and execution of vendor improvement plans. Partner with cross-functional stakeholders to support the delivery of vendor-enabled transformation initiatives, including automation and process optimisation opportunities, ensuring clear requirements, effective testing, operational readiness, and sustainable support models are established. Define and optimise support frameworks, quality controls, escalation processes, and governance mechanisms to ensure reliable and scalable service delivery. Drive prioritisation and alignment of vendor initiatives, balancing business needs, vendor capacity, and strategic objectives while managing stakeholder expectations, dependencies, and delivery timelines. Act as the primary escalation point for vendor-related operational risks, service issues, and performance concerns, coordinating resolution across internal and external stakeholders. Qualifications Bachelor's or Master’s degree or equivalent work experience. Proven experience in vendor management, ideally within a digital, e-commerce or technology environment. Demonstrated ability to drive vendor performance using performance metrics, governance routines, and data-driven insights. Experience in the implementation of automation, tooling and technology-enabled operations. Strong analytical, problem solving, and decision-making capability. Strong stakeholder management experience, with the ability to influence at a senior level. Comfortable working in a dynamic, ambiguous environment and prioritising across multiple vendors, stakeholders, and requests. Solid analytical skills; able to interpret data, identify trends, and translate insights into concrete actions for vendors and internal teams. Experience in travel, online marketplaces, or partner/affiliate ecosystems is a plus. 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