Perk

Vendor Manager – Customer Care Operations

Perk

full-time

Posted on:

Location Type: Hybrid

Location: Barcelona • 🇪🇸 Spain

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Job Level

Mid-LevelSenior

About the role

  • 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.
  • 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.
  • 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.
  • Actively participate in the negotiation, renewal and modification of contracts with outsourced service providers.Sign contractual agreements within the authorisation framework established by the organisation.
  • Monitor compliance with contractual terms, service level agreements and financial commitments.
  • 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.
  • 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.
  • Collaborate with the operations, finance, legal and product areas, providing technical and organisational analysis for decision-making.

Requirements

  • 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.
Benefits
  • 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 child’s 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
analytical reportingkey performance indicatorsservice level agreementsoperational analysisprocess standardisationcontract negotiationsupplier evaluationcustomer service improvementproject managementdata analysis
Soft skills
communication skillsleadershipcollaborationproactive approachproblem-solvingteam developmentcustomer-centric mindsetorganizational skillsprocess orientationincident management