Vendor Performance Manager, Customer Support

Job not on LinkedIn

🔥 13 hours ago

🇺🇸 United States – Remote

💵 $119k - $191.3k / year

⏰ Full Time

🟠 Senior

🔴 Lead

💝 Customer Support

👻 Ghost score 0%

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Google Fiber

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2010

📡 Telecommunications

Telecommunications • Internet

Google Fiber is a high-speed internet service provider and a subsidiary of Alphabet Inc. , offering fiber optic communication services to select areas in the United States. As an integral part of Google's suite of products and services, Google Fiber aims to provide fast and reliable internet connections to enhance user experience across digital platforms.

📋 Description

• Establish, manage, and optimize outsourced operations supporting specialty and general customer service groups. • Architect new workflows, define KPIs, and drive daily execution and continuous improvement. • Design, launch, and manage vendor operations, including workflows, workforce requirements, routing strategies, and KPIs. • Develop and implement pilot programs, agent scripts, and training modules. • Analyze vendor performance data, CSAT, and customer insights to identify trends and address process gaps. • Develop outage management strategies and specific customer outage protocols. • Contribute to system design and migration from legacy systems to new platforms. • Create, maintain, and evolve performance dashboards and reporting mechanisms. • Deliver actionable weekly insights to leadership and vendor partners. • Lead regular vendor performance reviews and manage vendor relationships and accountability. • Participate in an “On Call” rotation every 6 weeks, including nights, weekends, and holidays.

🎯 Requirements

• Bachelor’s degree or equivalent practical experience. • 5 years of experience in Internet Service Provider (ISP) operations. • 7 years of experience in Call Center Vendor Management within Customer Service contact centers. • Experience manipulating and analyzing large data sets in spreadsheets, including Google Sheets, creating dashboards, and pulling data from SQL tables. • Experience managing cross-functional and cross-regional teams in Project Management, Customer Service, Process Quality, and Process Optimization. • Ability to travel 25% of the time domestically and to nearshore locations. • This role is not eligible for immigration sponsorship.

🏖️ Benefits

• Bonus • Benefits • Equal opportunity employment • Applicant accommodations and confidential accommodations support

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