Job ID: MJ000407

About Traveloka

Traveloka is Southeast Asia's leading travel and lifestyle super-app. We connect tens of millions of travellers across the region with flights, hotels, experiences, financial services, and more — all from a single platform. Since our founding in 2012, we have expanded to eleven markets, processed billions of dollars in transactions, and built one of the most recognised consumer brands in the region.

We move fast because the region demands it. Southeast Asia is young, mobile-first, and growing faster than almost anywhere else on earth. We are not transplanting a Western playbook — we are writing a new one, from scratch, for a market that does not look like anywhere else — and we are calling for people who want to be part of that.

About the Team

Customer Care is where Traveloka's promises to customers get tested at scale — millions of interactions a year across eleven markets, from flight changes and hotel issues to refunds and everything in between. Inside BPO Management, you own the engine room behind that scale: the partner operations that handle our customers across dozens of languages, channels, and time zones. You set the standards, design the workflows, and hold our outsourced teams to the same bar we hold ourselves.

This is operations with real leverage. You will shape how partners are selected, ramped, measured, and pushed to improve — balancing cost, quality, and speed while AI reshapes what frontline work even looks like. If you like turning messy, high-volume operations into something fast, measurable, and genuinely good for the traveler, you will have room to do it here.

About the Job

As a Vendor Management in Customer Care, you are a domain authority whose work shapes how a meaningful part of our operation performs. You are a senior individual contributor with no direct reports — you deliver through your own expertise, developing the operational plans and processes that others run. You will:

• Lead strategic sourcing and selection of Customer Care outsourcing partners, assessing agent quality, recruitment and training capabilities, service delivery, scalability, and commercial competitiveness.
• Manage vendor proposals, commercial negotiations, contract reviews, and long-term partnerships; define service scope, pricing, service-level agreements (SLAs), performance incentives, and renewal terms.
• Partner closely with Strategic Planning and Operations Leads to translate customer contact forecasts, staffing needs, service targets, and budgets into vendor requirements and selection criteria.
• Develop the Customer Care vendor strategy and coordinate onboarding, service transitions, and capacity ramp-ups with Strategic Planning and Operations Leads to ensure operational readiness and service continuity.
• Ensure vendor compliance with internal policies, customer data protection requirements, information security standards, and contractual obligations; assess vendor risks and coordinate business continuity plans.
• Monitor vendor performance against agreed SLAs and key performance indicators (KPIs), including customer satisfaction, quality scores, response times, resolution rates, and staffing adherence; conduct regular reviews and drive corrective actions with Operations Leads.
• Manage vendor budgets, spend, and invoice validation against contracted rates and delivered services; provide performance and cost reporting, and identify efficiencies that maintain service quality and customer experience.

Job Requirements

• At least 7 years of experience in vendor management, strategic sourcing, procurement, or outsourced service management, with relevant experience in Customer Care, contact centers, or Business Process Outsourcing (BPO).
• Proven experience selecting and managing Customer Care or contact center vendors, including evaluation of:  Agent recruitment, training, quality assurance, and retention capabilities, Voice and digital support delivery, including chat and email, Workforce capacity, scalability, technology readiness, and business continuity, and Pricing models, service quality, and overall partnership fit.
• Strong negotiation, stakeholder management, and analytical skills, with the ability to align vendor decisions with Strategic Planning and Operations Leads.
• Experience managing service contracts, SLAs, vendor scorecards, performance reviews, and corrective action plans.
• Fluent in English, with strong verbal and written communication skills.
• Familiarity with Customer Care reporting, CRM or ticketing systems, and workforce management tools; experience with procurement or vendor management platforms is a plus.
• Proficiency in Excel or Google Sheets and reporting tools to analyze vendor costs, staffing, and service performance and support business decisions.

Join Us

If you have read this far and felt something click — the problem, the scale, the moment — we would like to hear from you.

We review every application. If your background is a strong fit, you will hear from us within 5 business days.

We are building the kind of company where strong people choose to stay because the work keeps getting bigger and better. If that is what you are looking for, apply.