Senior Vendor Management(MJ034735)

About Us Trip.com 's unique selling proposition is its exceptional global service. We have consistently prioritized brand reputation and customer experience through our dedicated service efforts. Since 2014, Trip.com 's Customer Success Center (CSC) has expanded to include 15 global customer support centers worldwide. By collaborating across all our global sites, we are able to provide customer support in more than 20 languages and across 13 product lines, catering to the diverse needs of travelers around the world. Our service strategy revolves around localization, adapting to local cultures, and acting as a bridge between customers and suppliers. We utilize technology to improve service efficiency and rely on highly skilled personnel to address complex issues. With our overarching goal of cost-saving and efficiency improvement, we have implemented various service projects. Responsibilities To handle daily communication and management for both global strategic partners and local vendors , and serve as 1st point of contact for issue management locally. To ensure appropriate escalation and collaboration with global vendor management team and stakeholders to measure vendors’ performance and share best practices. To make sure that vendors could provide sufficient level of resource and quality of deliverables by daily communication and risk management for the vendors. Manage BPO metrics operations: monitor, analyze, and report key performance indicators (e.g., AHT, FCR, CSAT, QA compliance, occupancy) across BPO sites, identify root causes of metric deviations, and lead improvement initiatives to meet service level targets. Conduct regular meetings with vendors, in collaboration with internal stakeholders, to set goals and assess progress against goals. Seek and measure internal and external stakeholder customer satisfaction with vendors and implement appropriate escalation and resolution as needed. Implement sourcing, contract signing in collaboration with procurement, Legal, IT and other relevant teams. Develop tools, processes, instructions aimed to continuously improve vendor management on a local level. Qualifications Bachelor's degree or above and fluent in both spoken and written English. At least 5 years of experience in global Vendor Management or Service Operations or QA . Experience in the OTA industry is preferred. Excellent communication, negotiation, and interpersonal skills, with the ability to effectively influence partners at various levels. Proactive in identifying opportunities for process optimization and possesses the capability and practical experience in developing AI tools to drive efficiency.

1. Experience & Hard Skills 7–10+ years of progressive experience in Customer Service / Call Center operations management. 3-5+ years of proven experience independently managing large-scale, multi-site global BPO vendors. Background in OTA (Online Travel Agency), global E-commerce, or tech industries is highly preferred. Deep Operational Knowledge: must understand the "engine under the hood." Thorough understanding of Workforce Management (forecasting, scheduling, adherence), QA calibration, and Training workflows. Commercial Acumen: Extensive experience in contract negotiations and SLA financial structuring. You must demonstrate the ability to independently design comprehensive KPI penalty and incentive models.
2. Soft Skills & Competencies Logical & Strategic Thinker: Exceptional analytical skills with the ability to simplify complex problems and build scalable frameworks/mechanisms. Stakeholder Management: High-level executive presence. Capable of communicating assertively with BPO leadership while tactfully driving internal cross-functional alignment. Accountability & Drive: Highly self-driven, result-oriented, and capable of operating autonomously in a fast-paced, high-pressure environment. Possesses a strong "Owner" mentality. Language: Fluent in English
3. Bonus Points Active COPC Certification (e.g., CSP or VMO Implementation Leader) is a massive advantage. Familiarity with Lean/Six Sigma or PMP methodologies, with a track record of process re-engineering.