Create the Future of Travel With Us

Whether it's visiting the people closest to us, starting an exciting adventure, or a career-defining business trip, travel is essential. Yet we've all experienced the aches and pains of getting to our destination.

More than 4 billion airline passengers rely on technology that hasn't kept up with modern expectations. That's why we're rebuilding the infrastructure that underpins the travel industry - simplifying systems and building tools that will make the future of travel effortless.

We were part of Y Combinator S18's cohort and we're backed by Benchmark, Blossom, Index Ventures, and Kima Ventures - a fantastic set of investors that has helped build some of the world's largest companies.

Our London team is growing, and we're looking for talented people to join us on our journey.

The Role

We’re looking for a Global Vendor/BPO Manager to own and scale Duffel’s outsourced operations across three BPO partners operating in multiple locations.

You will be responsible for vendor performance, operational excellence and continuous improvement across our global support network. This role sits at the intersection of operations, customer experience and commercial management.

This is a high-impact role for someone who enjoys building structure, driving accountability and improving performance in a fast-growing environment.

What You'll Do

Own day-to-day relationships with three global BPO partners across all sites
Establish and run vendor governance (WBRs, QBRs, scorecards)
Monitor and improve key metrics including CSAT, SLA, quality and productivity
Drive corrective action plans where performance gaps are identified
Work with Ops Leads, Training Manager & QA Manager to standardise processes, SOPs and knowledge management across partners
Support global capacity planning and forecasting
Manage escalations and ensure timely resolution across time zones
Identify automation and efficiency opportunities in outsourced workflows
Support vendor selection and RFP processes as Duffel scales
Ensure business continuity and risk mitigation across locations

You'll Thrive Here If

You have 5+ years managing BPO or vendor operations in a high-growth tech, travel, fintech or SaaS environment
Have experience managing multi-vendor, multi-site global BPO operations
Highly data-driven and comfortable using metrics to drive decisions
Have strong stakeholder management and communication skills
Comfortable operating in fast-moving, ambiguous environments
Have experience owning SLAs, KPIs and vendor governance frameworks
Have commercial awareness and experience managing vendor costs
Ability to travel to BPO sites
Experience in a startup or scale-up environment

What You'll Get:

💰 Competitive salary + equity (you'll own part of Duffel)

🏝️ Work from anywhere policy

🛩️ Duffel travel allowance (use what we build)

🍼 Matched parental leave

🧘♂️ Sabbatical programme (3 months full pay)

🌎 Visa sponsorship available

🪩 Office in Shoreditch + regular team socials