Vendor Operations Manager

A problem isn’t truly solved until it’s solved for all. That’s why Googlers build products that help create opportunities for everyone, whether down the street or across the globe. As a Program Manager at Google, you’ll lead complex, multi-disciplinary projects from start to finish — working with stakeholders to plan requirements, manage project schedules, identify risks, and communicate clearly with cross-functional partners across the company. Your projects will often span offices, time zones, and hemispheres. It's your job to coordinate the players and keep them up to date on progress and deadlines.

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.

US: $105000 - $151000 (USD) + 15% bonus target + equity + benefits

Learn more about benefits at Google.

Responsibilities

• Monitor vendor performance, ensure compliance with goals, and manage invoices. 
• Drive quality performance management through ensuring Quality Assurance (QA) insights and collection from vendors, and assist vendors with pre-launch quality readiness. 
• Develop and maintain SOPs, process maps, workflow documentation, help resources, and relevant training and certification programs. 
• Serve as the primary point of contact for assigned vendor engagements, and communicate operational/process updates to vendors. 

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:

• Certifications in project management such as PMP, Six Sigma, etc.
• Experience in cost, quality, and relationship management. Strong Analytical and structured problem solving skills.
  
• Ability to manage customer experience programs and contact center operations, consistently exceeding target Key Performance Indicators (KPIs) and Service-level agreements (SLAs).
• Ability to build strategic stakeholder relationships in an environment that is sometimes ambiguous and susceptible to changing needs.
  
• Ability to influence cross-functional teams toward continuous operational improvements.
• Strong critical thinking and problem solving skills, consistently using data to solve complex operational challenges.