Vendor Operations Manager, Service Delivery
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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 working with dashboards and data.
- Ability to work with multiple conflicting priorities and stakeholder issues/requirements, driving pragmatic decisions/actions to deliver continuous improvement across operations.
- Excellent communication and people skills, with the ability to successfully work and influence across multiple levels of the organization and regions.
- Excellent problem-solving and critical thinking skills with attention to detail in an ever-changing environment.
- Strong strategic and analytical thinking skills.
About the job
Trust & Safety team members are tasked with identifying and taking on the biggest problems that challenge the safety and integrity of our products. They use technical know-how, excellent problem-solving skills, user insights, and proactive communication to protect users and our partners from abuse across Google products like Search, Maps, Gmail, and Google Ads. On this team, you're a big-picture thinker and strategic team-player with a passion for doing what’s right. You work globally and cross-functionally with Google engineers and product managers to identify and fight abuse and fraud cases at Google speed - with urgency. And you take pride in knowing that every day you are working hard to promote trust in Google and ensuring the highest levels of user safety.
As the Trust & Safety Vendor Operations Manager, you will be responsible for driving operational accuracy and delivering vendor operations. You will lead the day-to-day vendor operations and effectively manage vendor performance with transparent metrics, data-driven decisions, and industry leading vendor management techniques. You will be responsible for managing and delivering Service Level Agreements (SLAs) for your workflows.
At Google we work hard to earn our users’ trust every day. Trust & Safety is Google’s team of abuse fighting and user trust experts working daily to make the internet a safer place. We partner with teams across Google to deliver bold solutions in abuse areas such as malware, spam and account hijacking. A diverse team of Analysts, Policy Specialists, Engineers, and Program Managers, we work to reduce risk and fight abuse across all of Google’s products, protecting our users, advertisers, and publishers across the globe in over 40 languages.
Responsibilities
- Oversee a large vendor network distributed across different suppliers and sites. Own and manage the relationships with suppliers and internal teams to ensure high-quality output and successful outcomes, and be responsible for SLA delivery at the program level.
- Evaluate vendor performance against key metrics and SLAs. Address performance issues promptly and collaborate with vendors to implement corrective actions.
- Collaborate with stakeholders internally and externally to T&S across Product, Policy and Engineering teams to drive projects, set up new teams/workflows, and also share insights to improve the overall quality of our vendor operations and make our products safer.
- Identify process, tools, data and metrics improvements, and partner with Product, Tools, Analytics and Process Excellence teams to address gaps, solve operational challenges at scale, and increase work efficiency and quality (e.g., capacity utilization, automation).
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Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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