Vendor Performance Manager, SMB Growth, Google Customer Solutions
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Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 7 years of experience in operations or business management, and vendor management.
- 7 years of experience using analytics or applying project management tools to address business issues.
Preferred qualifications:
- Project Management Certifications such as PMP, Six Sigma, etc.
- Experience in cost, quality, and relationship management.
- Ability to build strategic stakeholder relationships in an environment that is sometimes ambiguous and susceptible to changing needs.
- Excellent investigative and structured problem-solving skills.
About the job
Within the Google Customer Solutions (GCS) organization, our Small and Medium-sized Business (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 be a critical frontline leader in GCS vendor sales management. You will act as the primary stakeholder for the Vendor Management team. You will drive accountability and influence leadership to deliver exceptional sales performance and service quality, providing the support necessary for site-program success. You will analyze key metrics to deliver actionable insights to Google sales leadership, lead initiatives that optimize GCS vendor operations, and scale best practices across global markets and diverse lines of business. This role is aligned to the AMER market and will require working non standard hours.
Google Ads is helping power the open internet with the best technology that connects and creates value for people, publishers, advertisers, and Google. We’re made up of multiple teams, building Google’s Advertising products including search, display, shopping, travel and video advertising, as well as analytics. Our teams create trusted experiences between people and businesses with useful ads. We help grow businesses of all sizes from small businesses, to large brands, to YouTube creators, with effective advertiser tools that deliver measurable results. We also enable Google to engage with customers at scale.
Responsibilities
- Build quarterly strategy in collaboration with vendor leaders, monitor weekly sales performance metrics, and share key market performance insights with Google sales leadership via weekly updates and monthly reviews.
- Ensure vendor service quality against Key Performance Indicators (KPIs), and Service Level Agreements (SLAs) by conducting regular call audits, calibration sessions, and quality reviews. Share data-driven insights and feedback with vendors and assist vendors with pre-launch quality readiness.
- Build influential, trusted partner relationships with vendor sales management communicating expectations for delivering against program-specific agreement terms while providing appropriate support.
- Serve as the primary point of contact for assigned vendor engagements, and communicate operational/process updates to vendors.
- Find opportunities and execute on cross-Google Customer Solutions (GCS) collaborations to enable smooth customer outreach and more.
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Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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