Vendor Operations Manager, Platform and Ecosystem

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 8 years of experience managing vendor operations and in setting up managed service operations from ground up.

Preferred qualifications:

• 8 years of experience managing large-scale and dynamic operational projects, with competing resources, priorities, and changing workflows.
• Experience working closely with diverse internal groups to understand business requirements, implementing new processes, and contributing to ongoing process improvements.
• Understanding of OPEX, budget and cost saving drivers.
• Business process expertise, including ability to envision and create processes of varied complexity levels.
• Exceptional leadership, communication, analytical and solution modeling, and collaboration skills, with background working within Contact Center or Operations environments.
• Well-versed with logistics management for TVCs - office space, contracts, cost (purchase orders), tools access, compliance, etc.

As the Vendor Operations Manager you will support Platforms and Ecosystems and Core product areas. Your job will require you to be a trusted advisor and build solid relationships with internal stakeholders (vertical managers) to help transform their supplier engagements and drive operational efficiencies.

The Platforms and Ecosystems product area encompasses Google's various computing software platforms across environments (desktop, mobile, applications). The products provide enterprises, and ultimately end users, the ability to utilize and manage their services at scale. We build innovative and compelling software products—from apps to TVs, from laptops to phones—that have an impact on people’s lives across the world.

• Identify opportunities to transform a less mature workflow to a mature operation by driving economies of scale, enhancing operational efficiency, exercising operational diligence, centralizing activities and implementing metrics around quality, cost and efficiencies.
• Work closely with various internal groups to understand business requirements, implement new processes, and contribute to ongoing process improvements.
• Participate and provide thought leadership in operational planning activities in coordination with internal teams.
• Support vendor selection, discussions, contracting, on-boarding and overall vendor operations strategy.
• Ensure all aspects of vendor SLAs are consistently met (Backlog, AHT, agent utilization, etc.).