Vendor Operations Manager, Compute Service Delivery

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Sunnyvale, CA, USA; Kirkland, WA, USA; Mountain View, CA, USA.

Minimum qualifications:

• Bachelor's degree in Computer Science, Information Technology, a related technical field, or equivalent practical experience.

• 5 years of experience managing vendor operations.

• 3 years of experience in program or project management.

• Experience in analytics, operations environments, or working within a contact center.

Preferred qualifications:

• Master’s degree in Computer Science, Information Technology, or a related field.
• 8 years of experience managing security technical projects and/or vendor implementations.
• Experience in application security, web development, and/or Android application development.
• Experience working with full-stack web development (e.g., JavaScript, jQuery, AngularJS, web/REST APIs), and/or with web development technologies (e.g., HTML, CSS).
• Experience in the security industry, with content review, abuse, and/or malware threads.
• Ability to work across multiple levels of the organization with excellent analytical, communication, and problem-solving skills.

About the job

The Compute Service Delivery team is responsible for protecting the user experience and safety users around the globe, for Google Play, Android, Chrome, and Fitbit. We are in charge of designing and executing the vendor strategy and operational implementation of agents who review the content published on our Google Play store, as well as run technical evaluations on the applications to detect any form of harm or fraud.

Our team is responsible for operating vendor sites in different continents, managing the budget, leading quarterly business reviews, facilitating agreements, evolving the infrastructure to be ready for the challenges to come, and more.

The Vendor Operations team focuses on the user. In this role, you will develop relationships with internal stakeholders and drive operational performance of vendor projects so that Google can get the best value and deliver a safe and delightful customer experience. You will own vendor implementations for Chrome, Android, and Fitbit.

You will bring expertise in security, vendor operations, analytics, and quantitative metric analysis. You will quickly adapt and respond to changes and internal initiatives, and thrive in an ever-changing, fast-growing operational environment. You will utilize operational skills, take initiative, make strategic decisions, and manage deliverables across teams and priorities, with minimal supervision.

At Google we work hard to earn our users’ trust every day. Trust & Safety is Google’s team of abuse fighting and user trust experts working daily to make the internet a safer place. We partner with teams across Google to deliver bold solutions in abuse areas such as malware, spam and account hijacking. A diverse team of Analysts, Policy Specialists, Engineers, and Program Managers, we work to reduce risk and fight abuse across all of Google’s products, protecting our users, advertisers, and publishers across the globe in over 40 languages.

Responsibilities

• Work with business stakeholders to understand the workflow requirements, expectations, key performance indicators, and agent capabilities. Consolidate and document vendor improvements from the technical perspective as well as from the process, reporting, and performance perspectives.
• Manage the overall performance of operations vendor workforce in terms of quality, resources, and delivery of service. Ensure all aspects of vendor service level agreements (SLAs) are consistently met (e.g., backlog, average hold time, agent utilization, etc.).
• Organize all business requirements per vendor. Report back progress, clearly capturing risks, opportunities, achievements, and performance in a periodic summary. Drive quarterly business reviews and bi-weekly meetings.
• Drive consistency across vendors, sites, reports, and execution. Lead operating expense tracking. Define and design the vendor strategy.
• Provide recommendations to improve processes, applications, methodologies, tools, and other components, leveraging feedback/observations from vendors.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.