Location
London, City of

Hours
Full Time

Salary
Competitive, commensurate with experience

About the Role
Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge technology to make travel smoother and more memorable, creating groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

As a Vendor Service and Operations 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 ensure 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 vendor management from a transactional function into a strategic capability that delivers measurable business value, operational efficiency, and long-term partnership success.

Key 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 vendor-enabled transformation initiatives, including automation and process optimisation, ensuring clear requirements, effective testing, operational readiness, and sustainable support models.
- 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.

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 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.
- Experience in travel, online marketplaces, or partner/affiliate ecosystems is a plus.

About you
Analytical, proactive, and collaborative with strong problem-solving and decision-making capabilities. You thrive in a fast-paced environment and are passionate about driving operational excellence and vendor partnerships that deliver measurable business value.

Qualifications
Bachelor's or Master’s degree or equivalent work experience.