Vendor Performance Manager, SMB Growth, GCS

Vendor Performance Manager, SMB Growth, GCS

In this role, you will drive the performance of a Google Customer Solutions (GCS) customer segment or innovation workflow. You will develop relationships across an internal and external network of stakeholders to manage business growth performance and business sustainability for go-to-market customer segments. You will be driving in-quarter performance for the operations, and develop strategies with the vendor partners to drive operational excellence and mitigate performance risks. You will be responsible for enabling the vendor partner success by advocating changes, collaborating with internal partner teams with the feedback and evaluating the efficacy of the vendor partner's capabilities and infrastructure as this customer segment evolves. You will lead the evolution of the customer strategies, leveraging Artificial Intelligence (AI) and new technologies to accelerate Google Customer Solutions (GCS) growth.

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.

Minimum Qualifications:

• Bachelor's degree or equivalent practical experience.
• 7 years of experience in business, business operations or business strategy.
• 7 years of experience in working with executive stakeholders and developing business strategies or managing cross-functional initiatives.
• Experience with change management.

Preferred Qualifications:

• Experience in managing and collaborating with external partner teams in advertising, business or customer experience workflows.
• Experience with digital media strategies or advertising and marketing solutions.
• Experience with vendor management and working in global teams.
• Experience in operations with excellent problem-solving and communication skills.
• Ability to communicate in Mandarin, Vietnamese, Cantonese, Korean, Bahasa, Thai to interact with clients in Asia-Pacific (APAC) region.
• Excellent stakeholder management and collaboration skills.

Responsibilities:

• Exceed business operation metrics, analyze performance trends, synthesize tests, and execute solutions across vendor partners.
• Drive weekly business reviews with vendor partners, govern actions and progress to improve performance. Serve as a thought-leader for cross-functional teams, collaborating in program, product, and technology strategies for specific customer segments.
• Govern on-ground operations through vendor site visits, develop standard procedures and influence partners to evolve workforce capabilities. Oversee regional business operations quality, escalations and mitigating risks.
• Leverage change management to implement ground-level changes, share observations, and build mitigation plans for vendor success and performance stability. Utilize knowledge of customer segments and business operations to drive improvements.
• Collaborate with internal Google teams to design processes and share best practices. Conduct vendor training and engage with customers to resolve escalations.