Vendor Performance Manager, Customer Support

GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. The Vendor Performance Manager will establish, manage, and optimize outsourced operations supporting customer service groups, focusing on performance management and continuous improvement.

Responsibilities:

• Drive customer experience improvements by designing, launching, and managing vendor operations; define end-to-end workflows, workforce requirements, routing strategies, and KPIs to ensure efficient call handling and productivity
• Develop and implement pilot programs, agent scripts, and training modules; analyze vendor performance data, CSAT, and customer insights to identify trends, address process gaps, and drive continuous improvement in service quality and customer experience, including specific protocols for customer outages
• Proactively identify inefficiencies in existing processes and lead improvement initiatives; leverage a system-design mindset to contribute significantly to the transition from legacy systems to new platforms, designing and implementing solutions from the ground up
• Create, maintain, and evolve performance dashboards and reporting mechanisms; analyze data to visualize trends, measure vendor productivity against KPIs, and deliver actionable weekly insights to leadership and vendor partners
• Lead regular vendor performance reviews, presenting data-driven insights and strategic recommendations to manage relationships effectively, ensure accountability towards achieving operational targets, and align on performance management strategies
• Participate in an 'On Call' rotation every 6 weeks, including nights, weekends, and holidays

Requirements:

• Bachelor's degree or equivalent practical experience
• 5 years of experience in Internet Service Provider (ISP) operations
• 7 years of experience in Call Center Vendor Management within Customer Service contact centers
• Experience manipulating and analyzing large data sets in spreadsheets (Google Sheets, Creating Dashboards, pulling data from SQL tables) to performance manage results
• Experience managing cross-functional and cross-regional teams in Project Management, Customer Service, Process Quality, and Process Optimization
• Ability to travel 25% of the time domestically and to nearshore locations
• 5 years of experience managing a team within an ISP (Internet Service Provider) or similar technical industry
• Experience with designing and implementing workflows, process improvements and systems or tools to work with external parties
• Proven ability to drive back-office efficiency, monitoring, and KPI compliance
• Experience with influencing internal and partner organizations working with engineering, field operations, shared services, customer service, sales support in developing value propositions
• Problem-solving skills, with the ability to build and maintain capacity and budget
• Experience in contract negotiations
• Ability to adapt to change quickly and effectively while operating in a fast-paced, constantly evolving team environment; self-starter with an analytical mindset and ability to work independently on multiple initiatives at the same time