BPO Vendor Manager in London

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and we know that when one of us wins, we all win. We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

Introduction to the Team:

The Expedia Group (EG) Vendor Management Business Process Outsourcing (VM BPO) team provides centralized oversight and governance of EG's outsourced service delivery operations —including customer service, booking support, and transaction processing. These operations represent significant variable costs that scale directly with booking volume and materially impact gross margin across EG's global portfolio.

The team brings deep expertise in transaction-based cost management, vendor financial governance, and commercial optimization, with a proven track record of strengthening operational controls, improving cost-per-booking economics, and driving gross profit margin improvement. We partner with Finance, Legal, Procurement, Vendor Operations, and Business stakeholders to manage direct service delivery costs, enforce contractual and SOX controls, and optimize unit economics across multiple Lines of Business.

Scope:

This role manages the financial governance of variable, transaction-based vendor costs that are reported as cost of sales. These are direct costs incurred to deliver customer service and support bookings, distinct from corporate overhead or G&A functions.

We are seeking a BPO VM Operations Manager to provide financial oversight of cost-of-sales vendor operations, manage volume-based cost structures, ensure invoicing accuracy for transaction-based billing, and maintain SOX compliance across designated Lines of Business.

In this role you will:

• Cost-of-Sales Financial Oversight & Vendor Cost Management: Own and maintain cost-per-booking models and variable cost forecasts for assigned Lines of Business, tracking direct service delivery expenses and impact on gross profit margin. Lead transaction-based cost forecasting to support annual planning, quarterly outlooks, and scenario analysis tied to booking volume projections. Perform variance analysis on volume-driven vendor costs, identifying per-unit cost trends, rate changes, and booking volume impacts on total spend. Partner with vendor management and procurement teams to optimize per-transaction pricing, volume-based rate tiers, and cost-to-serve economics. Evaluate commercial initiatives and vendor proposals for impact on gross margin, unit economics, and ROI. Translate cost-per-booking data and gross margin trends into executive-ready insights that inform pricing strategies, channel mix, and service level decisions. Identify opportunities to reduce direct service delivery costs and improve booking efficiency, partnering with cross-functional teams to implement margin-enhancing improvements. Standardize vendor financial models to ensure consistent tracking of transaction-based costs across the portfolio.
• Invoicing Accuracy & Transaction-Based Billing Controls: Own end-to-end invoicing governance for all service delivery vendors, ensuring invoices are validated against contracted per-transaction rates, actual booking volumes, and volume-based pricing tiers. Ensure invoices are approved through SOX-compliant workflows, supported by audit trails, and accurately recorded as cost of sales in financial systems. Perform detailed variance and exception management to identify billing discrepancies, incorrect volume counts, rate misapplications, or process gaps. Support accurate monthly financial close and audit readiness for cost-of-sales vendor expenses. Maintain controls to ensure 100% invoice accuracy and prevent margin leakage from billing errors.
• Vendor Performance & Cost-Per-Booking Governance: Support vendor management activities for assigned Lines of Business, ensuring adherence to volume-based pricing agreements, service level commitments, and operational expectations. Build strong understanding of transaction-based delivery models, cost drivers that scale with booking volume, contractual rate structures, and KPIs that impact gross margin. Support vendor performance discussions by reviewing cost-per-booking trends, volume efficiency, and service quality metrics that affect customer satisfaction and costs. Perform data analysis and trend reporting to support gross margin management and unit economics optimization.
• SOX Compliance & Contract Governance: Manage operational oversight with strong focus on SOX compliance and financial control adherence for cost-of-sales vendor operations. Own contract approval governance for lodging contracts requiring SOX compliance, ensuring required workflows, documentation quality, and audit requirements protect gross profit accuracy. Partner with Audit teams during SOX reviews and ongoing control validation of service delivery cost processes. Identify control gaps that could impact cost-of-sales accuracy or margin reporting and support remediation efforts.
• Market Managers Cost Management: Own contract and budget management for all contingency Market Managers (MMs) globally—variable labor costs tied to lodging supply operations. Manage MM lifecycle (recruitment, onboarding, role changes, terminations) ensuring direct labor costs are accurately tracked and tied to business volume. Maintain accurate, auditable records for all MM engagements following defined approval workflows.
• Quality Monitoring Governance: Own quality monitoring governance across BPO vendors, validating that vendors monitor transactions per contractual requirements and adhere to agreed QA methodologies. Ensure vendor quality processes minimize rework, escalations, and cost-per-contact inflation. Ensure quality processes are documented, consistently executed, and audit-ready to support cost-of-sales accuracy.

Who you are:

Required: Bachelor's degree with 2+ years of relevant experience in cost-of-sales financial analysis, transaction-based cost management, vendor operations finance, or business operations, or Master's degree with 0–2 years, or equivalent experience. Independently drives execution of work and projects within or across teams.

Key skills: Financial acumen with deep understanding of gross margin dynamics, cost-to-serve economics, and P&L impact. Clear communication with ability to translate cost-per-booking data into actionable insights for business leaders. Project and process management capability. Cross-functional collaboration and relationship-building. Experience with transaction-based vendor pricing, volume-based contract structures, and service delivery cost management (preferred). Proficiency in financial systems and data analysis tools (Excel, financial planning platforms).

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others. Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.