Vendor Performance Manager, SMB Growth, GCS, UK, Ireland, Australia, New...
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Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 5 years of experience in sales operations, management consulting, business operations, or other strategy and operations roles.
- 5 years of experience working with executive stakeholders and developing business strategies or managing cross-functional initiatives.
Preferred qualifications:
- Experience with change management, and excellent communication skills.
- Proficiency in sales operations management, and data analysis.
- Proficiency in stakeholder management and effective influencing skills.
About the job
Within the Google Customer Solutions (GCS) organization, our 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.
As a Vendor Performance Manager (VPM), you will play a critical role on the front-line of GCS vendor sales management. You will be the principal stakeholder for your vendor management team, influencing and holding them accountable to deliver excellent sales performance and quality, enabling site-program success with support.
You will be responsible for analyzing vendor performance and presenting key insights to Google sales leadership, supporting initiatives to improve GCS vendor operations, and sharing best practices with vendor management and Google teams across global markets and lines of business.
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 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.
We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.