The Role At TravelPerk, we’re aiming for something big: 1 million happy travellers every day. Delivering an outstanding customer experience is critical to that mission, and every interaction matters. We’re looking for a Senior Director of Vendor Management to lead our global vendor strategy and ensure every customer enjoys a 7-star experience. This is a high-impact role, responsible for managing our global Customer Care footprint at scale while driving operational excellence and cost efficiency. You’ll oversee a network of 1,000 support agents across four continents and take full ownership of vendor relationships, performance, and strategic planning. This role reports directly to our VP of Customer Care and will shape the mid- and long-term strategy to support rapid growth and operational excellence. What You’ll Do Lead a global vendor network: Manage a team of 1,000 support agents across the Americas, Europe, Africa, and Asia, ensuring exceptional service delivery. Own vendor strategy: Define and execute the global vendor mix and site strategy to provide 24/7 coverage with robust business continuity plans. Manage performance and cost: Set and achieve targets for SLAs, CSAT, and financial outcomes, directly influencing business performance and profitability. Drive continuous improvement: Identify opportunities to scale operations effectively and cost-efficiently, including adopting new technologies, billing models, and process improvements. Prepare and manage RFPs: Oversee selection and negotiation processes to optimise partnerships and outcomes. Shape the future: Develop mid- and long-term plans for growth, efficiency, and operational resilience across all hubs and markets. Collaborate cross-functionally: Work closely with Workforce Management, Customer Care Operations, Operational Excellence, Strategic Finance, and Product teams to deliver an outstanding global customer experience. Balance strategic and hands-on: Lead with a strategic lens while remaining adaptable and hands-on to move initiatives forward. What You’ll Need 10 years of experience in vendor management and customer care operations in a global BPO environment. Ideally, 5 years of experience in the travel industry. Strong commercial acumen with the ability to align operational decisions to business goals. Proven negotiation skills and experience managing global vendor partnerships. Excellent communication skills with the ability to influence across cultures and levels. Fluent in English (spoken and written). Deep knowledge of CRM and workforce management tools such as Zendesk, Intercom, Calabrio. A proactive, solution-oriented mindset with the ability to thrive in a fast-paced, evolving environment. Our Benefits A competitive compensation package, including equity in TravelPerk; Generous vacation days so you can rest and recharge; Health perks such as private healthcare or gym allowance, depending on your location; Unforgettable TravelPerk events; A mental health support tool for your wellbeing; Exponential growth & personal development opportunities. VolunteerPerk - 16 paid hours per year to volunteer for a cause of your choice. "Work from anywhere" in the world allowance of 20 working days per year. IRL English or Spanish Lessons are held in the Barcelona office.