Vendor Manager

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, we’re on a mission to power real work, with real impact. Founded in 2015, Perk has grown into a global company of more than 1,800 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. 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. 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. As Vendor Manager , you will focus on managing vendor relationships and operations within your assigned region. You will play a key role in ensuring operational excellence, negotiating existing contracts, and driving performance improvements for outsourced customer care operations within your region following the Global Footprint Strategy and goals. Regional Vendor Relationship Management: Operational Performance Management: Monitor and regularly analyze vendor performance metrics and KPIs within your region, collaborating with vendors and in‑house teams to improve operational efficiency and service quality. Develop action plans to address performance gaps and drive continuous improvement initiatives within your region. Lead regular vendor meetings and performance reviews to ensure alignment with Perk’s objectives. Contract Management: Support the negotiation and renewal of contracts with vendors within your region, ensuring compliance with contractual agreements and service‑level commitments. Work with vendors to ensure adherence to standard operating procedures (SOPs) and performance frameworks within your region, driving the implementation of best practices for consistency across regional operations. 5-8 years of experience leading large‑scale Customer Care teams (200+ FTEs). ~ Proven success managing both in‑house and outsourced operations. ~ 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. ~ Experience with Zendesk or similar CX platforms preferred. Data‑Driven: You rely on metrics and insights to make smart decisions. Rest and recharge with our generous allocation of vacation days plus public holidays. 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. Nurture your language skills with in real‑life English, Spanish and Catalan lessons. Let us help you move to one of our hubs with relocation support. 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. At Perk, we take an IRL‑first approach to work, where our team works together in‑person 3 days a week. 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. Perk is a global company with a diverse customer base, and we want to make sure the people behind our product reflect that. com, 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