Vendor Service and Operations Manager

At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business.
Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.
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.
Accommodation requests
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About Expedia Group
Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings. Across our brands and business, we help travelers explore the world with confidence and ease.
Important notice
Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never share sensitive personal information unless you are confident of the recipient. Expedia Group does not extend job offers via email or messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official place to find and apply for roles is https://careers.expediagroup.com/jobs/.
Equal Opportunity
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.