Who we are
Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe. We hold consumer online travel agency brands like Mytrip, Go To Gate & Flight Network and serve Booking.com with flights. Etraveli Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc.
Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 2500 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do. Our major offices are in Sweden (HQ), Canada, Greece, India, Poland.
The role is open to either our office in Athens or Uppsala.
Join us and start as a WFM Manager in the Customer Service team!

Position Summary
The Manager will oversee the management of commercial contracts with outsourcing vendors, ensuring alignment with business goals and performance standards. This role will manage contract change orders, review monthly invoices, and handle bonus/penalty structures. The manager will also create and review legal language and establish a robust framework for vendor performance management. The ideal candidate will have a strong understanding of contract law and vendor management.

Responsibilities

Contract Management:

• Draft, review, and manage commercial contracts with outsourcing vendors.
• Collaborate with legal and procurement teams to ensure contracts comply with legal standards and business objectives.
• Develop and maintain a process for managing contract change orders, including scope changes, pricing adjustments, and service modifications.

Financial Oversight:

• Review and validate monthly vendor invoices for accuracy and alignment with contract terms.
• Ensure that billing discrepancies are resolved on time and escalate issues as necessary.
• Monitor and manage contractually defined bonus and penalty structures based on vendor performance.

Legal & Compliance:

• Ensure that contract terms are legally sound and protect the organization’s interests.
• Work with internal stakeholders to translate business requirements into contractual language.
• Stay up to date with regulatory and legal changes that could affect outsourcing agreements.

Performance Management:

• Develop a comprehensive framework to monitor, review, and manage vendor performance for Monthly & Quarterly business reviews.
• Analyze vendor performance data and provide insights to improve efficiency and outcomes.
• Establish KPIs and SLAs in contracts to ensure vendors meet performance expectations.

Stakeholder Collaboration:

• Work closely with internal teams (e.g., business control, operations, legal) to align contract terms with business needs.
• Act as the primary point of contact for vendors regarding contract-related inquiries and negotiations.
• Facilitate communication between vendors and the organization to ensure mutual understanding and alignment of goals.

Requirements

• Bachelor's degree in Business, Legal Studies, or related field.
• 5+ years of experience in vendor management, or contract administration.
• Strong understanding of contract law and experience drafting legal documents.
• Experience managing outsourcing vendors in a contact center environment.
• Excellent communication, negotiation, and stakeholder management skills.
• Proficiency in data analysis and performance management frameworks.

Skills:

• Strong knowledge of legal and regulatory compliance in contract management.
• Excellent negotiation and communication skills.
• Analytical mindset with a focus on performance optimization.
• Detail-oriented and capable of managing multiple contracts and vendor relationships simultaneously.

Preferred:

• Experience in the contact center or outsourcing industry.
• Familiarity with workforce management tools, vendor performance metrics, and financial oversight of contracts.

Benefits
We are looking for people who would make the world smaller for travelers but want a bigger world of opportunities for themselves. With us you can enjoy:

• Health Benefits - Through partners, we offer a private health insurance plan.
• Hybrid working environment - having the opportunity to work both remotely and at the office enabling you flexibility! #LI-Hybrid
• Competitive remuneration package
• Team activities - We also like to schedule company/department/team activities and events outside the office space!
• Fun & Work - We have a relaxed work environment where you can enjoy free breakfast, beverages & fruits, playing ping pong or video games.

Diversity disclaimer: At Etraveli Group we value diversity; we pride ourselves on being a company represented by people of all different backgrounds. During hiring, we are committed to ensure equality and promote diversity in the workplace at every selection stage. As such, we provide the same opportunities for all candidates regardless of race, religion or belief, gender, nationality, ethnicity, sexual orientation, age, marital status, disability, or any other characteristic protected under any anti-discrimination law or regulation.