Vendor Performance Manager, Google Customer Solutions
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Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 7 years of experience in business, business operations, strategy, vendor business management, or partner management in a business or service environment practical experience.
Preferred qualifications:
- Experience in vendor business operations management role.
- Experience in business leadership, strategic and commercial acumen.
- Ability to analyze business activities and metrics, diagnose performance issues, and translate insights into actionable recommendations.
- Ability to navigate ambiguity and drive change in dynamic operating conditions and be an effective coach of executive talent, and capable of coaching peers for a similar role.
- Ability to develop and deliver a business strategy that is dynamic and balances short term delivery with longer term sustainable success.
- Excellent problem-solving, project management, and communication skills.
About the job
Businesses that partner with Google come in all shapes, sizes and market caps, and no one Google advertising solution works for all. Your knowledge of online media combined with your communication skills and analytical abilities shapes how new and existing businesses grow. Using your relationship-building skills, you provide Google-caliber client service, research and market analysis. You anticipate how decisions are made, persistently explore and uncover the business needs of Google's key clients and understand how our range of product offerings can grow their business. Working with them, you set the vision and the strategy for how their advertising can reach thousands of users.
In this role, you will be responsible for business programs, treating new Google Cloud Solutions (GCS) customers. Google's business programs are enabled by vendor business representatives across vendor sites globally. As a Vendor Performance Manager, you will play a critical role on the front lines of GCS vendor business management. You will be the principal stakeholder for your vendor management team, influencing and holding them accountable to deliver excellent business performance and quality while enabling site-program success with targeted support.
In this role, you will be required to work US-based hours.
The Go-to-Market Operations (GtM) team ensures Google's complex and ever-evolving Ads business runs smoothly. We are instrumental in setting go-to-market strategy, and ensuring flawless execution and operations against the strategy. We have teams embedded in each of the major Ads business areas as well as global teams that work across the business areas. Team members are analytical and strategic, with a pragmatic sense of how to get things done.
Responsibilities
- Enable vendor business performance Internally, monitor daily and weekly business performance metrics and share key market performance insights with Google business leadership via weekly updates and monthly reviews.
- Ensure vendor service quality against contracted service level agreements (SLAs) and key performance indicators (KPIs) by conducting regular call audits, calibration sessions and quality reviews, sharing data-driven insights and feedback with vendor management and central Google teams, and holding vendor management accountable to make improvements (e.g. targeted training).
- Build influential, trusted partner relationships with vendor business management (e.g. Senior. Manager) for your line of business, communicating rigorous expectations for delivering against program-specific contract terms while providing appropriate support, best practices, and guidance.
- Partner with Revenue Strategy and Operations (RSO), Marketing, Business, and Finance teams to work on program goals.
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