job description
Join Google’s Global Customer Solutions (GCS) team as a Vendor Performance Manager and play a pivotal role in driving operational excellence for our Small and Medium Business (SMB) customers across the UK, Ireland, and US markets. In this dynamic position, you’ll collaborate with cross-functional teams to optimize vendor performance, enhance customer satisfaction, and fuel scalable growth for Google’s SMB ecosystem.
Based in the vibrant hub of Bali, Indonesia, you’ll leverage data-driven insights to identify improvement opportunities, implement strategic initiatives, and ensure our vendors deliver exceptional service. This is a unique chance to shape the future of SMB support while working in a fast-paced, innovative environment with global impact.
At Google, we empower our teams with cutting-edge tools, a culture of continuous learning, and the autonomy to drive meaningful change. If you’re passionate about vendor management, process optimization, and delivering world-class customer experiences, we’d love to hear from you.
Responsibility
- Vendor Performance Optimization: Monitor, analyze, and improve the performance of third-party vendors supporting SMB customers, ensuring alignment with Google’s service standards.
- Data-Driven Decision Making: Utilize KPIs, dashboards, and performance metrics to identify trends, root causes, and actionable insights for vendor improvement.
- Stakeholder Collaboration: Partner with internal teams (e.g., Sales, Operations, Product) and external vendors to align on goals, resolve escalations, and drive process enhancements.
- Process & Scalability: Design and implement scalable solutions to streamline vendor operations, reduce inefficiencies, and enhance customer satisfaction.
- Training & Development: Develop and deliver training programs to upskill vendor teams on Google’s products, policies, and best practices.
- Risk Mitigation: Proactively identify and address performance risks, compliance gaps, or service disruptions to maintain operational stability.
- Reporting & Insights: Create executive-level reports and presentations to communicate vendor performance, progress, and strategic recommendations.
- Market-Specific Strategies: Tailor approaches to meet the unique needs of SMB customers in the UK, Ireland, and US markets.
Qualifications
- Proven Experience: 5+ years in vendor management, operations, or customer service within a high-growth tech or SMB-focused environment.
- Analytical Skills: Strong proficiency in data analysis (e.g., SQL, Excel, Tableau) and the ability to translate insights into actionable strategies.
- Project Management: Experience leading cross-functional initiatives with a track record of driving measurable improvements.
- Communication: Exceptional written and verbal communication skills, with the ability to influence stakeholders at all levels.
- Problem-Solving: A structured, solution-oriented mindset with a focus on continuous improvement and innovation.
- Tech-Savviness: Familiarity with CRM systems (e.g., Salesforce), vendor management platforms, or Google Workspace tools.
- Cultural Agility: Ability to thrive in a global, fast-paced environment with a customer-centric approach.
- Education: Bachelor’s degree in Business, Operations, or a related field (or equivalent practical experience).