Booking.com is looking for a Senior Vendor Manager for Customer Service (CS), reporting to Director CS Platforms.

CS Platforms team is a newly formed organization within Global Customer Services and is charted to help develop our future state roadmap for our Contact Centre capabilities to enable our company vision of creating a great Customer Experience through the Connected Trip.

The Senior Vendor Manager will be responsible for establishing the vendor management framework for our CS Platforms providers. You will be defining our vendor strategy and lead planning; the structure, roles/responsibilities and resources to put a formal vendor management subject area in place and drive the right behaviors (product or service elements) to IT or business outcomes for all the collective third-party relationships. Besides that, you will develop a vendor governance model to establish an optimal process for making decisions and assigning decision rights related to vendor management.

You will be responsible for managing vendor contract life cycle and the commercial parts of the vendor relationship. You will have proven experience in contract management and negotiations.

Key Job Responsibilities and Duties:

• Budget forecasting, planning, adherence across all 3rd party vendor platforms and to ensure alignment with finance teams;
• Measuring and improving your leads assessments and leverage industry data to track vendor management operations and success;
• Managing and improving vendor performance, monitoring and mitigating vendor risks
• Providing insight to leadership on vendor performance and developing leading strategic engagements and forums to support
• Build vendor partnership maturity across existing platforms suppliers for Customer Service and in alignment with key dependent organizations;
• Lead establishing new vendor supplier engagements, which help reach our business ambitions more effectively;
• Sourcing of new vendors as needed
• Leading RFx & Benchmark assessments;
• Partner with Procurement to ensure effective commercial negotiations, compliance and adherence in support of delivery teams;
• Partnering with Business Architect and Strategy and Planning Manager to agree to change strategy and new investment areas.
  
  

Role Qualifications and Requirements:

• Excellent vendor management experience;
• Curious, a passionate learner, excited by technology;
• Partnered with Customer Services, operations and understanding supporting functions. The key Contact Centre Capabilities and have a strong process excellence mentality.
• You will need robust project/program management skills and can effectively demonstrate, whilst working with cross functionally, how you can influence, support partners, drive for clear accountability, commitment on the agreed project/business goals;
• Experience in working across different teams to mitigate project risks and dependencies, to make sure there is progress towards the project's achievements;
• An independent worker, self starter and can easily assimilate and enjoy shaping new work areas, bringing concepts into black and white structured work;
• You work towards simplicity in all you do and how you engage and enable others.
• Calm, collected, confident in working in a dynamic, changing environment.
• You are organized, diligent, have an eye for detail, ensuring that your work deliverables are managed in a consistent manner, aligning to project management standard processes to deliver a high level of quality for our partners. In some cases, the role requires dealing with external vendors and managing external partners.
• You will be experienced in working in a dynamic, global, diverse landscape which thrives on change and delivering excellence.
• Here at Booking.com, the tools we use are an integral part of enabling our Customer Service teams to support our mission statement: Empowering people to experience the world. Having the right insight into a guest’s and partner’s needs and being able to get additional support when it’s needed to provide a frictionless experience, is what it’s about.

Benefits & Perks: Global Impact, Personal Relevance:

• Living and working in Amsterdam, one of the most cosmopolitan cities in Europe
• Contributing to a high scale, sophisticated, world-class product and seeing real-time impact of your work on millions of travelers worldwide
• Working in a fast-paced and performance driven culture
• Opportunity to use leadership capabilities and entrepreneurial spirit
• Promote and drive impactful and innovative solutions
• Competitive compensation and benefits package and some great added perks of working in the home city of Booking.com

Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.