Introduction to the Team:

The Expedia Group (EG) Vendor Solutions Business Process Outsourcing (VS BPO) team have extensive expertise in BPO and specialized knowledge in contact centre vendor management. We have a track record of successfully optimizing commercial third-party strategies, particularly within the dynamic BPO space. We are adept at steering complex vendor relationships, strategic sourcing & capability analysis and excelling in project management.

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

In this role you will:

BPO Strategy:

• Lead the execution of the commercial BPO strategy for multiple business units, with a strong emphasis on our BPO operations.

• Design strategies that optimize economies of scale, ROI, 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 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 optimize pricing models for commercial and operational outcomes.

• 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 BPO vendors and exhibit excellent 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.

Experience and Qualifications:

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

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

• Expert in Global outsourcing, specifically for commercial BPO.

• Possess a robust background in successful commercial negotiations within the BPO space.

• 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.

• Outsourcing certification or equivalent vendor management courses is a plus.