Vendor Performance Manager, NOC Operations

2 hours, 12 minutes ago
Full-time
Senior
Customer and Technical Support
Google

Google

Google specializes in organizing and providing access to the world's information through its highly regarded search services, catering to both individual users and corporate clients with innovative advertising and revenue-generating solutions.

Internet Software & Services
100K+
Founded 1998

Description

  • Develop and monitor vendor performance metrics, including SVL, AHT, MTTD, and MTTR, across NOC operations.
  • Conduct daily performance reviews with vendors and provide feedback on strengths and improvement areas.
  • Develop and implement corrective action plans to address vendor performance deficiencies.
  • Collaborate with vendors to forecast staffing needs based on ticket volume, seasonality, and other demand factors.
  • Monitor vendor staffing levels, schedule adherence, workforce productivity, and efficiency.
  • Assess vendor agent skill sets and identify training or development needs.
  • Build and maintain strong relationships with vendor contacts and resolve operational issues collaboratively.
  • Negotiate and manage vendor contracts with the NOC Ops team.
  • Collect, analyze, and report on vendor performance data to stakeholders.
  • Identify and implement process improvements, risk mitigation actions, and contingency plans for vendor disruptions.

Requirements

  • Bachelor's degree in business, information technology, or a related field.
  • 7 years of experience in operations, vendor management, technical support, or a related field.
  • Experience building and maintaining strong relationships with vendors.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Experience with NOC/technical support processes, tools, and fiber internet technologies is preferred.
  • Familiarity with tools such as Netcracker, ServiceNow, Genesys, and Jira is preferred.
  • Experience collaborating with cross-functional teams such as Customer Support, Field Operations, and Engineering is preferred.
  • This role is not eligible for immigration sponsorship.
  • Application window remains open until at least June 15, 2026.

Benefits

  • US base salary range of $136,000 to $198,000.
  • Bonus, cash award, and benefits eligibility.
  • Opportunity to work for an Alphabet company serving Google Fiber and Google Fiber Webpass customers across the United States.

Interested in this position?

Apply directly on the company website

Apply Now

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