At GFiber, we believe in the power of great internet that lets people do more, helps communities get stronger and makes amazing things possible. We’re not just growing to build better internet experiences, we’re also building a welcoming place where people who want to make a difference can grow their careers.

GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our growing, inclusive team is expanding as we connect more cities and people.

The application window will be open until at least June 28, 2024 . This opportunity will remain online based on business needs which may be before or after the specified date.

At GFiber, our Internal Technical Support team handles requests from technicians working in the field and customer support representatives in our Contact Centers. Core to this team is that internal stakeholders receive the highest level of support quickly and accurately,

Role Description

As our Vendor Performance Manager for this team, you’ll be responsible for overseeing and optimizing the performance of our third-party vendor that provide technical support services to our teams. In this role, you’ll ensure that the vendor meets or exceeds service level agreements (SLAs), deliver high-quality experiences to our internal technicians, and continuously improve their performance through data-driven analysis and strategic action plans. Additionally, you’ll be involved in managing the vendor's workforce to ensure optimal staffing levels, skill sets to resolve issues, and productivity to meet the company's technical support demands.

In this role, you'll:

• Maintain a strong understanding of the NOC/technical support processes, tools, and fiber internet technologies providing guidance and support to vendors on technical issues and best practices when necessary.

• Identify and implement process improvements that enhance vendor performance, efficiency, and encourage collaboration that lead to improvements in overall customer satisfaction.

• Develop and monitor key performance indicators (KPIs) to track vendor performance across various metrics (e.g., resolution time, customer satisfaction, first call resolution).

• Conduct regular performance reviews with vendors, providing feedback on strengths and areas of improvement.

• Monitor and forecast vendor staffing levels and adherence to schedules to ensure optimal resource utilization.

At a minimum we'd like you to have:

• Bachelor's degree in business, information technology, a related field, or equivalent practical experience.

• 7 years of experience in call center vendor management, technical support, and/or a related field.

• Ability to use written and verbal communication to deliver project updates, reports, and more to internal/external stakeholders including vendors.

• Experience managing onshore, near shore, and/or offshore teams.

It's preferred if you have:

• Ability to build and maintain relationships with multiple stakeholders and vendors.

• Experience identifying and implementing process improvements that enhance vendor performance, efficiency, and encourage collaboration that lead to improvements in overall customer satisfaction.

• Experience previously working in a Network Operations Center (NOC) environment and/or technical support role that focused on processes, tools, and fiber internet technologies.

• Developed, analyzed, and monitored key performance indicators (KPIs) to track vendor performance across various metrics (e.g., resolution time, customer satisfaction, first call resolution).

• Experience negotiating vendor contracts.

• Experience developing contingency plans that ensure continuity of services and mitigate risks associated with vendor disruptions.

The US base salary range for this full-time position is $128,000 - $187,000 + bonus + cash award + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

GFiber is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, citizenship, marital status, disability or Veteran status. Disclosure is voluntary, and this information will be kept confidential in compliance with Google's Candidate Privacy Policy. (https://careers.google.com/privacy-policy/) For more information please refer to our Equal Employment Opportunity Policy (https://careers.google.com/eeo/) and the EEOC's "Know your rights: workplace discrimination is illegal" (PDF) (https://careers.google.com/jobs/dist/legal/EEOC_KnowYourRights_10_20.pdf) .

It's important to us to create an accessible, inclusive workplace for everyone. If you have a need that requires accommodation, please let us know by completing our accommodations for applicants form (https://docs.google.com/forms/d/e/1FAIpQLSdssMbqAfgzQyXmBStjjc-OOg64CssJRQf5_yWGEBClZZrkpw/viewform?resourcekey=0-CxawQc0qPzP7wkZuem4M3A) . Our candidate accommodations team will then connect with you to confidentially discuss your options.