Vendor Manager – Customer Care Operations

About Us

Perk (formerly TravelPerk) is the intelligent platform for travel and spend management. Built to tackle the time-consuming manual work that gets in the way of real work our tools automate everything from travel bookings to expenses invoice processing and more. By eliminating this shadow work that wastes hours erodes morale and saps innovation were on a mission to power real work with real impact.

Were trusted by more than 10000 companies worldwide including Wise On Running Breitling and Fabletics and were tackling the 7 hours of lost productivity per employee each week a $1.7 trillion problem.

Founded in 2015 Perk has grown into a global company of more than 1800 people across 12 offices globally with headquarters in London and Boston. We combine innovation control and simplicity to transform how businesses work and how people feel at work.

At Perk were driven by our values like being an owner delivering a 7-star experience and working as one team. We value curiosity purpose and mindset not just knowledge to unlock the power in your potential. Our talent team brings together leading minds from the travel and SaaS industries representing over 70 countries. If youre excited about having a real impact and shaping how millions of people experience work wed love you on the team.

Visit to learn more.

We are looking for a Vendor Manager of Customer Care Operations to help us continue delivering a 7-star experience to our customers and effectively manage our global Customer Care footprint. We are aiming higher than ever and we are growing exponentially. A delightful customer experience when interacting with our product & Customer Care team is critical to help us achieve our big audacious goal of 1 million happy travellers per day. Thats why we have come to the conclusion that we need you!

About the Role

As Vendor Manager you will analyse evaluate and optimise the organisational contractual and management processes of outsourced customer service combining organisational analysis functions with the direct management of strategic suppliers with the aim of improving operational efficiency service quality and alignment with corporate objectives at a regional level.

What Youll Do

Organisational and process analysis

• Analyse the operating models organisational structures and workflows of outsourced service providers.

• Identify inefficiencies operational risks and opportunities for improvement in customer service processes and service delivery models.

  Performance evaluation and data analysis

• Define monitor and analyse key performance indicators (KPIs) SLAs and quality metrics.

• Prepare analytical reports and recommendations for the continuous improvement of suppliers operational and organisational performance.

  Direct supplier management

• Act as the main point of contact with assigned suppliers directly managing the operational and organisational relationship.

• Coordinate and supervise supplier performance conducting regular follow-ups and managing incidents and escalations.

• Lead performance reviews and define corrective and improvement action plans together with suppliers.

  Negotiation and contract management

• Actively participate in the negotiation renewal and modification of contracts with outsourced service contractual agreements within the authorisation framework established by the organisation.

  Monitor compliance with contractual terms service level agreements and financial commitments.

  Vendors onboarding and evaluation

  Lead organisational and operational analysis in the selection and onboarding of new suppliers evaluating capabilities risks and fit with the corporate model.

  Conduct regular supplier evaluations from a performance organisational and operational sustainability perspective.

  Improvement and standardisation proposals

  Design and promote organisational improvement initiatives process standardisation and the adoption of best practices among suppliers.

  Document procedures operational frameworks and management methodologies applicable to outsourced services.

  Interdepartmental collaboration and advice

  Collaborate with the operations finance legal and product areas providing technical and organisational analysis for decision-making.

  Act as an internal reference point for the management organisation and optimisation of customer service providers.
  

What you need to have

• 5-8 years of experience leading large-scale Customer Care teams (200 FTEs).

• Proven success managing both in-house and outsourced operations.

• Experience in technology-driven or high-growth environments (travel industry a strong plus).

• Demonstrated ability to build and develop high-performing customer-centric teams.

• Strong process orientation and project management background.

• Excellent communication skills (verbal and written) in English.

• Data-driven and analytical with a track record of using insights to drive improvements.

• Hands-on leader with a proactive pragmatic and collaborative approach.

• Experience with Zendesk or similar CX platforms preferred.
  

What Were Looking For

• Customer Obsessed: Passionate about creating exceptional experiences.

• Strategic & Operational: You think big but execute efficiently.

• Data-Driven: You rely on metrics and insights to make smart decisions.

• Empathetic Leader: You listen coach and empower your teams.

• Adaptable: You thrive in fast-paced high-growth environments.

• Results-Oriented: You focus on measurable impact and continuous improvement.

What do we offer

• Receive competitive compensation and equity ownership in Perk

• Rest and recharge with our generous allocation of vacation days plus public holidays

• Take control of your physical health with your choice of private healthcare or a gym allowance

• Know that your loved ones are protected financially through your Life Insurance if the worst were to happen

• Join our unforgettable Perk events including our spectacular annual summer party

• Always feel supported with Spring Health our market-leading wellbeing partner providing fast comprehensive access to 12x therapy and 12x coaching sessions for you and your loved ones

• Make your money go further with our flexible compensation plan

• Focus on your family with 17 weeks paid parental leave during your childs first year

• Contribute to your community with 16 paid hours per year to spend volunteering for your dearest charitable causes

• Broaden your horizons with up to 20 Work from Anywhere days per year

• Nurture your language skills with in real-life English Spanish and Catalan lessons

• Follow your passions and take a four-week fully paid sabbatical once you reach 5 years

• Let us help you move to one of our hubs with relocation support

Perk is an equal opportunity employer: All qualified applicants will receive consideration for employment without regard to race colour religion gender gender identity or expression sexual orientation national origin genetics disability or age.

How We Work

At Perk we take an IRL-first approach to work where our team works together in-person 3 days a week. As such this role requires you to be based within commuting distance of our hubs. We fundamentally believe in the value of meeting in real life to improve connectivity productivity creativity and ultimately making us a great place to work.

For certain roles we can help with relocation from anywhere in the world English is the official language at the office. Please submit your resume in English if you choose to apply. Do not forget to submit an updated portfolio and/or resume.

Perk is a global company with a diverse customer base and we want to make sure the people behind our product reflect that. Were an equal opportunity employer which means youre welcome at Perk regardless of how you look where youre from or anything else that makes you well you.

Protect Yourself from Recruitment Scams

All official communication from Perk will always come from email addresses ending in @ or @ our verified social media channels or recruiters listed on our official LinkedIn page. We will never ask you to pay for equipment training or fees request sensitive personal information such as bank details early in the process or communicate through unofficial apps like WhatsApp Telegram or Signal. If you receive a message claiming to be from Perk that seems suspicious please do not respond. Forward it to and we will confirm whether it is legitimate.

Required Experience:

Manager