+ Bachelor's degree in Business, Operations, or a related field, or equivalent practical experience.
+ 10 years of experience developing and leading globally distributed cross-functional partners.
+ Experience managing vendor operations, including pricing facilitations, contracting, and distributing work.
+ Experience working in strategy, service delivery and vendor structures.
+ 8 years of vendor management experience in customer support or customer experience organizations.
+ Experience with analytics, structured data sets, and a working knowledge of SQL.
+ Experience with understanding, designing, and implementing workflow and process improvements, systems, or tools to work with external parties.
+ Experience with influencing engineering, shared services, sales support in developing value propositions. Excellent cross-functional leadership and collaboration skills.
+ Ability to deliver business transformation programs in a fast paced and dynamic environment, work through ambiguity, and work across multiple technology partners.
+ Excellent problem-solving skills, with the ability to build and maintain capacity and budget models.
Google Cloud teams work with schools, companies, and government agencies to make them more productive, mobile and collaborative. You will oversee all aspects of the Google Cloud sales process, improving it with your insightful data analysis, troubleshooting, and seamless cross-functional teamwork. Your strategies ensure that companies new to Google products get the highest quality customer support and that the Google Cloud program overall is kept on the cutting edge.
The Vendor Management team engages with customers across the globe through 1:1 support, online communities, and social outreach. Our team is the face of Google to many customers, and we are dedicated to creating a Google support experience that sets new industry standards, just like Google’s products do.
As a Vendor Program Manager on the Google Cloud Customer Experience team, you will work on enhancing the quality and efficiency of a variety of support programs, ensuring that businesses who use Google Cloud products have a great experience. We’re focused and committed to evolving the way we redistribute work to meet our customer’s demands. You will work closely with teams that manage frontline support, technical support engineering, support compliance, data analytics, partner operations, and product supportability to measure and ensure the success of our customers when they contact support. You will proactively identify, develop, and deploy operational initiatives that make customer’s experience better and our operations smoother.
Google Cloud provides organizations with leading infrastructure, platform capabilities and industry solutions. We deliver enterprise-grade cloud solutions that leverage Google’s cutting-edge technology to help companies operate more efficiently and adapt to changing needs, giving customers a foundation for the future. Customers in more than 150 countries turn to Google Cloud as their trusted partner to solve their most critical business problems.
(Colorado only*) Minimum salary of $133,000 + bonus + equity + benefits.
*Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation for this role when being hired into our offices in Colorado.
+ Understand Cloud products, business landscape, and technical support procedures. Execute large-scale vendor environments with an enterprise first mindset.
+ Identify, prioritize, and deliver scalable solutions. Run strategic initiatives across the globe to scale and transform support while measuring the business (including cost) impact of those solutions.
+ Lead operational change at scale that improves the customer experience and vendor performance. Navigate complex commercial engagements and agreements to represent the best customer experience.
+ Use data to make informed decisions quickly. Identify patterns of behavior to make holistic changes to the vendor network.
+ Be a cross-functional partner to engineering, operations, finance, service delivery leadership, and procurement to ensure success through an excellent vendor experience and customer enrichment.
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 (https://careers.google.com/eeo/) and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing this form (https://goo.gl/forms/aBt6Pu71i1kzpLHe2) .