Vendor Manager – Customer Care Operations

About Us

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.

We’re trusted by more than 10,000 companies worldwide, including Wise, On Running, Breitling, and Fabletics, and we’re tackling the 7 hours of lost productivity per employee each week, a $1.7 trillion problem.

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.

At Perk, we’re driven by our values, like being an owner, delivering a 7-star experience, and working as one team. We value curiosity, purpose, and mindset, not just knowledge, to unlock the power in your potential. Our talent team brings together leading minds from the travel and SaaS industries, representing over 70 countries. If you’re excited about having a real impact and shaping how millions of people experience work, we’d love you on the team.

Visit www.perk.com to learn more.

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. We are aiming higher than ever, and we are growing exponentially. 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. That’s why we have come to the conclusion that we need you!

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:

  • Serve as the primary point of contact for vendors within your assigned region, fostering positive relationships and ensuring mutual success.

  • Address and resolve vendor-related issues or escalations within your region to maintain high satisfaction levels.

• 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.

• Regional Vendor Onboarding:

  • Assist in the onboarding process for new vendors within your region, ensuring a smooth transition from RFPs to implementation and coordination with internal stakeholders.

• Process Alignment:

  • 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.

• 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.
  

• Customer Obsessed: Passionate about creating exceptional experiences.

• Strategic & Operational: You think big but execute efficiently.

• Data-Driven: You rely on metrics and insights to make smart decisions.

• Empathetic Leader: You listen, coach, and empower your teams.

• Adaptable: You thrive in fast-paced, high-growth environments.

• Results-Oriented: You focus on measurable impact and continuous improvement.

• 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

Perk is an equal opportunity employer: 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.

How We Work

At Perk, we take an IRL-first approach to work, where our team works together in-person 3 days a week. As such, this role requires you to be based within commuting distance of our hubs. We fundamentally believe in the value of meeting in real life to improve connectivity, productivity, creativity and ultimately making us a great place to work.

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. Do not forget to submit an updated portfolio and/or resume.

Perk is a global company with a diverse customer base, and we want to make sure the people behind our product reflect that. We’re an equal opportunity employer, which means you’re welcome at Perk regardless of how you look, where you’re from, or anything else that makes you, well, you.

Protect Yourself from Recruitment Scams

All official communication from Perk will always come from email addresses ending in @perk.com or @externalperk.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 bank details early in the process, or communicate through unofficial apps like WhatsApp, Telegram, or Signal. If you receive a message claiming to be from Perk that seems suspicious, please do not respond. Forward it to [email protected], and we will confirm whether it is legitimate.