At gTech's Users and Products team (gUP), our mission is to help users get the most out of Google. We represent the voice of Google's users and many of our partners globally, sharing insights with the larger Google organization to enable exceptional customer and product experiences.
gUP builds innovative solutions that take user experience and engagement with Google to the next level, supporting users across products, countries, cultures, incomes, and identities. We advocate for users through partnerships with product areas at Google (and some Alphabet businesses), supporting Google's consumer products ecosystem and enabling numerous launches for Google's consumer products each year.
We are committed to building an ever more diverse, equitable, and inclusive gUP, and consider this the foundation upon which individual, team, and user success are built. We're also committed to innovation not only in the content of our work, but in the way we work. Check out this blog post on our Chameleon program.
You will manage a team of vendors based in the US that support scaling efforts with a variety of cross-functional teams for a host of exciting new products/service offerings from Google. You will use your project management skills and innovative thought process to recommend solutions that will help improve evolving workflows and prepare them for scaling/ transition to other locations.
Google creates products and services that make the world a better place, and gTech's role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers' complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.
To learn more about gTech, check out our video.
Bachelor's degree or equivalent practical experience in operations/business management or vendor management.
4 years of experience in vendor management and/or vendor operations.
Experience influencing people to contribute to improvement of operations.
Vendor management experience in managing multiple vendors in multi-year agreements and execution of outsourcing projects.
Experience in risk and change management.
Responsibile for output of a contact center operation, including achievement of key goals and metrics tracking.
Ability to handle multiple conflicting priorities and stakeholder issues and drive towards pragmatic decisions/actions.
Problem-solving, critical thinking and analytical skills and experience in applying project management tools.
Support vendor activities including monthly planning for staffing, training/certification of new agents, tools access; work with vendor and subject matter experts to test adequacy of workflow documentation and communicate need for updates/clarifications.
Set scaling strategy for their assigned product areas/vendors, and choose appropriate models for all operational scaling needs.
Scale operations further or transitioning operations to different locations/ office types.
Drive quality performance management.
Serve as the primary point of contact for their assigned vendor engagements.