Google

Minimum qualifications:

• Bachelor's degree in a technical or quantitative/business-oriented field or equivalent practical experience.
• 8 years in scaled SAAS B2B technical support vendor environments.
• Experience in operations and change management.

Preferred qualifications:

• Experience in collaborating with stakeholders across a large, global organization and outstanding written and verbal communication skills.
• Experience in executing operational initiatives and project management skills.
• Ability to work with team members to design and implement projects that solve business problems.
• Ability to influence without direct authority, to drive change at all levels within an organization, and to build working relationships.
• Ability to grow in a changing, collaborative, and evolving environment, effectively communicating with management, site leadership, cross-functional teams (Vendor Management, Global Operations, technical), and external vendors.
• Excellent problem-solving, communication, and presentation skills.

About the Job

The Google Cloud Platform team helps customers transform and build what's next for their business — all with technology built in the cloud. Our products are developed for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. Our teams are dedicated to helping our customers — developers, small and large businesses, educational institutions and government agencies — see the benefits of our technology come to life. As part of an entrepreneurial team in this rapidly growing business, you will play a key role in understanding the needs of our customers and help shape the future of businesses of all sizes use technology to connect with customers, employees and partners.

The Cloud Support team helps customers solve technical problems with excellent customer care. We engage customers across the globe through online communities, social outreach, and support. We want their Google support experience to set new standards, just like Google's products do. As a Cloud Support Vendor Operations Manager, you oversee vendor operations and innovate to ensure that Google supplier’s output meets or exceeds expectations. You will collaborate with our partners and internally, you will collaborate across Google Cloud Support and Engineering.

You play a critical role in the organization and supervision of the case handling by major technical services suppliers. Whether it be through transformation efforts, process re-engineering, or investments in tools and automation, you will drive continuous improvement efforts through collaboration with outsourced supplier's and the Google Cloud organizations to maintain an effortless support experience for our customers.

Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.

Responsibilities

• Manage the relationships with the vendor service providers, partnering closely with suppliers and internal Google Cloud teams to ensure high quality output and successful customer outcomes.
• Lead regular business reviews ensuring sites are meeting/exceeding targets.
• Identify operational gaps and solutions and design scaled workflows and network wide improvements towards continually improving quality of service while reducing cost to serve.
• Collaborate with cross-functional/cross-regional stakeholders to overcome operational tests.
• Understand processes impacting the operation (ie. contracting, finances, capacity, workflows, etc.) and support the relevant stakeholders driving these efforts.