(Senior) Team Lead Workforce & Vendor Management (all genders)

At Holidu, our Customer Happiness team ensures travelers and hosts receive exceptional support at every touchpoint. We are looking for a Workforce & Vendor Management (Senior) Team Lead to take end-to-end ownership of workforce planning and vendor operations.

In this role, you will lead two specialists (one focused on workforce, one on vendor governance) and work closely with Customer Happiness Team Leads, balancing customer focus with efficiency, and leveraging automation to achieve both.

This is a great fit if you combine analytical sharpness with a collaborative spirit. We are looking for someone who understands the mechanics of workforce planning and vendor delivery, but also challenges the status quo, leverages AI, and translates data into action.

1. Workforce Planning & Budgeting

• Build and continuously refine demand forecasts and capacity plans, ensuring readiness for fluctuating demands (e.g., seasonal trends, skillset needs, etc).

• Collaborate with Finance on budget planning, as well as with Product and Voice of Customer teams to adjust forecasts based on product releases.

• Develop and implement scheduling and resource allocation strategies, maximizing productivity while minimizing downtime.

• Stay on top of quality and productivity performance indicators, taking action and adjust staffing plans as needed.

• Bring an AI-first mindset to forecasting, scheduling and monitoring, using automation to drive operational efficiency and better customer experience.

2. Vendor Management & Governance

• Oversee relationships with BPO partners, ensuring performance against SLAs through structured reporting and quality audits.

• Leverage internal feedback to drive improvement roadmaps with partners, establishing vendor governance best practices, performance dashboards, and business reviews.

• Manage the full vendor lifecycle - from selection, due diligence, and onboarding to compliance, contract negotiation, and renewal.

• Validate and approve invoices against SLAs and actual utilization, and monitoring spend, ultimately ensuring alignment with business plan.

• Act as the main point of accountability for vendor success, from governance to continuous improvement.

3. Team Leadership & Stakeholder Management

• Lead, mentor, and grow your two direct reports, fostering a culture of ownership, reliability, and continuous improvement.

• Collaborate closely with Customer Happiness Team Leads, proactively sharing regular updates and ensuring clarity on progress, blockers, and next steps.

• Maintain structured documentation, reporting, and dashboards to enable transparency and empower teams with the information they need.

• Experience: 5+ years in workforce management, vendor operations, or service operations, ideally in a fast-scaling environment.

• Tools: Expertise working with WFM tools (Assembled preferred), Zendesk (or equivalent), and BI tools (Looker preferred).

• AI proficiency or curiosity: A strong interest in applying AI to workforce planning, vendor governance, and customer experience.

• Mindset: Proactive, data-driven, and unafraid to challenge existing practices.

• Leadership: Experience managing people, developing talent, and fostering accountability.

• Collaboration: Strong communication skills and ability to work across cultures.

• Language: Fluent in English (any other European language would be a plus).

• Impact: Make a difference for hundreds of thousands of monthly users.
• Growth: Take responsibility from day one and develop through regular feedback, workshops, and knowledge exchanges.
• Personal Development: Use your learning budget and 2 extra study days for conferences, books, courses, and more.
• Community: Engage with international, diverse, yet like-minded colleagues through regular events and 2 office days per week with your team.
• Flexibility: Benefit from our hybrid work policy and the chance to work from other local offices for up to 8 weeks a year.
• Fitness: Get a premium gym membership at a discounted rate.
• Travel: Enjoy 28 vacation days + 13 public holidays in Bavaria and the possibility to take up to 10 unpaid vacation days with special discounts on our Holidu Homes properties.