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Vendor Operations Specialist Madrid (Madrid)
- Ref: 2225090
- Madrid (Madrid)
- Hace 17 horas
Jornada Completa - Contrato Indefinido - Retribución sin especificar - Al menos 5 años de experiencia
HomeAway, Inc., based in Austin, Texas, the world's leading online marketplace for the vacation rental industry, with sites representing more than 1 million online bookable vacation rentals.
Proceso de selección continuo
The Global Customer Experience Team has created a new EU Vendor Operations Specialist position based on Madrid or London focused on ensuring high-quality processes and performance at vendors we leverage to deliver services to our customers. This professional will work with both external vendors and internal stakeholders across all EU HomeAway brands to relentlessly improve customer experience performance in customer service, sales and operations. Critical metrics include service level, conversion, quality, customer contact rate, and costs. The Vendor Specialist will play a key role in managing vendor relationships and will play a critical role in defining process and systems between HomeAway Customer Experience and third-party vendors. This position will also champion programs focused on improving HomeAway product and process to enhance customer experience. The Vendor Specialist will report directly to the Director of Global Outsourcing and will need to work effectively in a matrixed environment. This role will require domestic and international travel up to 20% of the time. Key responsibilities -Participating in defining and implementing process and tool integration between HomeAway and third-party vendors to ensure strong customer experience across a variety of HomeAway products and services. -Launching new vendors to handle transactional work relating to customer service, payments and operations. -Managing vendors to ensure critical performance levels are being achieved spanning customer, operational and business objectives. -Participating actively in the forecasting process and ensuring that staffing and scheduling are appropriate for the expected volumes. -Participating in standard vendor governance programs, including day-to-day performance management, weekly operational reviews, quality calibration calls and quarterly business reviews. -Leading process, policy and product programs to improve customer experience for work handled by our third party vendors. -Ensuring adequate controls are in place to satisfy financial and compliance audits. -Reconcile and approve monthly invoices. -Leading other ad-hoc critical projects supporting the Global Customer Experience strategic objectives. Area: All outsourcers mainly for the UK market.
-Location: Madrid or London -5+ years relevant experience - Business analyst, vendor management, sales management and/or customer service management experience preferred. -Must be fluent in English. Spanish, Italian, French or German will be a plus. -Bachelors degree in a business or engineering field is required and advanced degree is a plus. -Demonstrated experience of leading strategic, cross-organizational programs to positively impact sales and/or customer experience. -Mastery of operational excellence techniques such as six sigma, lean solutions and other statistical toolsets will be a plus -Must be able to work effectively in cross-organizational/regional team. -Must be a self-starter, have a bias for action and be able to drive for results.
What we offer? In addition to an attractive compensation plan we offer regular social gatherings, chill-out and lunch areas and a range of other benefits including free drinks, snacks/fruit and breakfast. You will work in a modern office environment as an integral part of a motivated and dynamic team, supported by a Company with a desire to deliver exceptional service to our customers and outstanding business performance. Who are we? HomeAway, Inc., based in Austin, Texas, the world's leading online marketplace for the vacation rental industry, with sites representing more than 1 million online bookable vacation rentals. Through HomeAway, owners and property managers offer an extensive selection of vacation homes that provide travelers with memorable experiences and benefits, including more room to relax and added privacy, for less than the cost of traditional hotel accommodations. The company also makes it easy for vacation rental owners and property managers to advertise their properties and manage bookings online. For more information about HomeAway, please visit www.HomeAway.com. We are looking forward to welcoming you on board!
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