Vendor Operations Manager
As a Vendor Operations Manager in the gTech Users and Products (gUP) Operations team, you will play a critical role in enabling product success through managing vendor based operations at global scale for a wide variety of products/service offerings from Google. You will be expected to manage a portfolio of vendor workflows that support the localization (linguistics) and testing needs of multiple products at Google, contribute to designing the extended workforce strategy and operational design to deliver business outcomes at global scale, efficiently, compliantly and to the highest quality standards.
You will manage relationships with external vendor partners, evaluate proposals, determine vendor strategy and launch operations, monitor vendor success against goals, assess performance and work product and ensure service level agreements (SLAs) are met. You will work in close collaboration with cross functional teams such as Procurement, Risk and Compliance. You will work with internal stakeholders such as language managers, product and testing program managers and product engineering teams to develop a deep understanding of their business goals and concerns in regard to vendor performance and work product, and drive stakeholder and user satisfaction.
You will work as an independent, solution-oriented to drive results through collaboration and transformational initiatives.
In gTech Users and Products (gUP), our mission is to advocate for Google’s users by creating helpful and trusted experiences across the product ecosystem. We achieve this by meeting partners and consumers where they are with support and help, representing their needs with our product partners and proposing fixes and features that elevate their engagement with Google's diverse product ecosystem. Additionally we provide a range of product services that ensure our products are optimized for every user, no matter where they are in the world (e.g., localization, digitization, partner integration and more).
Individual pay is determined by factors including job-related skills, experience, and relevant education or training.Ireland: €80000 - €82000 (EUR) + 15% bonus target + equity + benefits
Learn more about benefits at Google.
Responsibilities
- Manage multiple vendor programs in the localisation vertical serving as the primary point-of-contact internally and externally for assigned vendor engagements.
- Be responsibile for program success, monitoring vendor work product using standardized metrics, driving SLA improvement plans, exchanging feedback and managing escalations. Support vendor in ongoing activities including best practices, resource planning, training and certification, quality reviewing and tools access.
- Design and launch new workflows in partnership with business owners, driving RFIs/RFPs in collaboration with procurement teams, setting up pilots/experiments and long term operations, identifying opportunities to evolve workflows from nascent to mature stage.
- Identify opportunities to streamline processes to meet business needs. Re-engineer processes to improve efficiency and customer satisfaction and operationalize solutions in partnership with cross-functional stakeholders and vendor partners. Share best practices across the operations team globally to transform this space.
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 5 years of experience in operations or business management, and vendor management.
- 5 years of experience using analytics or applying project management tools to address business issues.
Preferred qualifications:
- Experience managing localisation programs, contact center/field operations/tech support operations, including achievement of key targets and metrics tracking.
- Experience in vendor management.
- Excellent communication skills and ability to influence people to contribute to continuous improvement of operations.
- Excellent problem-solving, critical thinking and investigative skills and experience in applying project management tools.