Vendor Performance Manager, SMB Growth, GCS, US Markets
Job Description
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 7 years of experience in sales operations, management consulting, business operations, or other strategy and operations roles.
- 7 years of experience working with executive stakeholders and developing business strategies or managing cross-functional initiatives.
Preferred qualifications:
- Experience in sales operations management and data analysis.
- Experience with change management and stakeholder management.
- Excellent communication and influencing skills.
About the job
Within the Google Customer Solutions (GCS) organization, our mall and Medium Businesses (SMB) Growth team of entrepreneurial, enthusiastic and client-focused members work with vendor partners to help clients and agencies meet their business objectives, wherever they are in their journey to digital maturity. Our teams of strategists, analysts, advisers and support specialists collaborate closely to identify and create solutions that solve core business and marketing objectives across all types of customer organizations.
Responsibilities
- Develop quarterly strategies and monitor weekly metrics to drive results. Conduct performance diagnoses and business reviews, sharing market insights and best practices with Google leadership.
- Ensure service quality by auditing calls and conducting calibration sessions. Utilize data-driven feedback to hold vendor management accountable for Service Level Agreement (SLA)/Key Performance Indicator (KPI) compliance and aimed improvements.
- Build trusted partnerships with vendor leadership to communicate performance expectations, providing the necessary support, guidance, and best practices.
- Serve as the primary point of contact for operational initiatives. Support product/tool adoption, manage process escalations, and ensure compliance with Google policies and incentive updates.
- Identify and execute collaborative opportunities across GCS teams to streamline customer outreach and facilitate seamless account graduations.
About us
Google’s mission is to organize the world‘s information and make it universally accessible and useful.
Since our founding in 1998, Google has grown by leaps and bounds. From offering search in a single language we now offer dozens of products and services—including various forms of advertising and web applications for all kinds of tasks—in scores of languages. And starting from two computer science students in a university dorm room, we now have thousands of employees and offices around the world. A lot has changed since the first Google search engine appeared. But some things haven’t changed: our dedication to our users and our belief in the possibilities of the Internet itself.