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 analyse, evaluate and optimise the organisational, contractual and management processes of outsourced customer service, combining organisational analysis functions with the direct management of strategic suppliers, with the aim of improving operational efficiency, service quality and alignment with corporate objectives at a regional level.
Organisational and process analysis
Analyse the operating models, organisational structures and workflows of outsourced service providers.
Identify inefficiencies, operational risks and opportunities for improvement in customer service processes and service delivery models.
Performance evaluation and data analysis
Define, monitor and analyse key performance indicators (KPIs), SLAs and quality metrics.
Prepare analytical reports and recommendations for the continuous improvement of suppliers' operational and organisational performance.
Direct supplier management
Act as the main point of contact with assigned suppliers, directly managing the operational and organisational relationship.
Coordinate and supervise supplier performance, conducting regular follow-ups and managing incidents and escalations.
Lead performance reviews and define corrective and improvement action plans together with suppliers.
Negotiation and contract management
Actively participate in the negotiation, renewal and modification of contracts with outsourced service providers.Sign contractual agreements within the authorisation framework established by the organisation.
Monitor compliance with contractual terms, service level agreements and financial commitments.
Vendors onboarding and evaluation
Lead organisational and operational analysis in the selection and onboarding of new suppliers, evaluating capabilities, risks and fit with the corporate model.
Conduct regular supplier evaluations from a performance, organisational and operational sustainability perspective.
Improvement and standardisation proposals
Design and promote organisational improvement initiatives, process standardisation and the adoption of best practices among suppliers.
Document procedures, operational frameworks and management methodologies applicable to outsourced services.
Interdepartmental collaboration and advice
Collaborate with the operations, finance, legal and product areas, providing technical and organisational analysis for decision-making.
Act as an internal reference point for the management, organisation and optimisation of customer service providers.
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 security@perk.com, and we will confirm whether it is legitimate.