Perk

Vendor Manager – Customer Care Operations

Perk

full-time

Posted on:

Location Type: Hybrid

Location: Barcelona • Spain

Visit company website

Explore more

✨ AI Apply
Apply

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 & Tools
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