Vendor & Contracts Manager

Webjet is seeking a commercially minded and operationally hands-on Vendor & Contracts Manager to oversee the daily performance and commercial management of our outsourced customer service partners. This role is essential to ensuring that vendor relationships are efficient, well-governed, and aligned with our broader operational and commercial goals.

Youll manage day-to-day service delivery, lead performance governance, own billing and contract administration, and play a key role in our contact centre footprint optimisation projects. This is a high-impact role where commercial thinking meets operational execution.

Key Responsibilities:

Vendor Oversight & Service Delivery

• Own the day-to-day relationship and performance management of multiple outsourced contact centre partners.
• Ensure vendors meet service level agreements (SLAs), KPIs, and quality expectations across all customer support channels.
• Act as a liaison between internal stakeholders and external vendors, ensuring alignment, communication, and accountability.
• Apply a champion/challenger mindset to evaluate vendor effectiveness and drive continuous performance improvement.
• Support footprint optimisation efforts to ensure vendor locations, capacities, and capabilities align with evolving business needs.

Performance Governance & Reporting

• Lead regular weekly and monthly business reviews (WBRs and MBRs) with vendors to track progress, surface risks, and implement course corrections.
• Partner with Reporting and Ops teams to develop dashboards and structured reporting for vendor performance.
• Proactively address underperformance with clear remediation plans and follow-up.

Contract & Commercial Management

• Manage all aspects of vendor contracts - including renewals, amendments, and compliance with service and commercial obligations.
• Oversee the monthly billing and invoicing process validate headcount and charges, flag discrepancies, and reconcile with Finance.
• Track contract deliverables and enforce commercial terms (including penalties or incentive structures) to ensure accountability.
• Maintain a clean record of active SoWs and commercial agreements aligned to the latest operating model.

Qualifications and Experience:

• 5+ years experience in vendor management, BPO operations, or service delivery roles - within a customer service or contact centre environment.
• Strong working knowledge of SLA/KPI frameworks, workforce models, and quality expectations in outsourced delivery environments.
• Commercial acumen and hands-on experience managing contracts, outcome-based commercial models, and invoice governance.
• Experience leading structured vendor governance including WBRs, QBRs, and stakeholder updates.
• Ability to manage day-to-day operational queries, escalations, and performance risks with confidence and independence.
• Comfortable driving vendor alignment on process adherence, compliance, and performance.
• Excellent communication and relationship-building skills with both internal and external stakeholders.
• Data-literate, with a strong analytical mindset and experience using reporting tools to monitor performance.
• Experience in travel is a plus.
• Solutions-focused, resilient, and comfortable working in a fast-paced, lean environment.

Measures of Success:

• Within your first 6-12 months, success in this role will look like:
• Day-to-day vendor operations are running smoothly, with minimal escalations and a clear rhythm of performance review and feedback.
• SLA/KPI tracking is in place and visible across the organisation, with underperformance being proactively managed.
• Monthly billing is validated and reconciled on time, with a clear and auditable process in place.
• Contracts and SoWs are current, accurate, and reflective of real-world service delivery.
• Youve contributed meaningfully to footprint optimisation efforts, including transitions or consolidations, with minimal disruption.
• Stakeholders across Operations, Finance, Legal, and Training view you as the go-to for all things vendor-related.
• Vendor relationships are well-governed, performance-led, and commercially sound.

Job Type: Full-time

Benefits:

• Company events
• Health insurance
• Life insurance
• Opportunities for promotion
• Paid training