Vendor Performance Manager, SMB Growth, Google Customer Solutions

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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.

Preferred qualifications:

• Experience with quality assurance processes, including conducting audits, facilitating calibration sessions, and using data to drive continuous improvement.
• Experience with managing digital advertising, Google Ads, campaign building and optimization.
• Experience in Vendor management, contracts, and influencing third-party companies, with a focus on supporting the Australia and New Zealand (AUNZ) and United Kingdom and Ireland (UKI) markets.
• Experience with the GCS Incentive system (Points, UAAs, Spend Bands, Offerings, etc.) and the early customer life-cycle stages.
• Understanding of selling best practice and techniques.
• Excellent skills in business performance analysis, managing activities, diagnosing issues, and translating insights into recommendations.

About the job

When our millions of advertisers and publishers are happy, so are we Our Google Customer Solutions (GCS) team of entrepreneurial, enthusiastic and client-focused members are the "human face" of Google, helping entrepreneurs both individually and broadly build their online presence and grow their businesses. We are dedicated to growing the unique needs of advertising companies. Our teams of strategists, analysts, advisers and support specialists collaborate closely to spot and analyze customer needs and trends. In collaboration, we create and implement business plans broadly for all types of businesses.

As a Vendor Performance Manager (VPM), you'll play a critical role on the frontlines of GCS vendor business management. You will be the principal stakeholder for your vendor management team, influencing and holding them accountable to deliver excellent business performance and quality while enabling site-program success with targeted support. You will be responsible for analysing vendor performance and presenting key insights to Google business leadership, supporting initiatives to improve GCS vendor operations, and sharing best practices with vendor management and Google teams across global markets and lines of business.

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.

Responsibilities

• Monitor business metrics and present market insights to leadership via weekly and monthly reviews. Drive vendor performance through weekly business reviews, focusing on mitigation plans, best practices, and results delivery while involving key stakeholders.
• Ensure service quality against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) through call audits and calibration sessions. Share data-driven insights with vendor management and central teams, holding vendors accountable for continuous improvement.
• Build trusted relationships with vendor management, communicating clear expectations for contract delivery while providing support, best practices, and guidance.
• Support central improvement initiatives with on-the-ground feedback. Act as the primary contact for product, tool, and process support, cascading changes and managing escalations for technical issues or policy non-compliance risks.

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.