Store Operations Vendor Manager, North America
San Francisco Bay Area, US - Information Services, Internet
As a Store Operations Vendor Manager, you will be responsible for process development, as well as scaling and performance management of gTech support teams in close partnership with one or more outsourced vendors and various internal operations teams. In this role, you will have accountability for the performance of one or more outsourced vendor operations. You will be responsible for new process implementation, auditing vendor implementation of training, performance management of the vendor and day-to-day vendor workflow oversight. You will also be expected to contribute to the long-term operational strategy and support model, outsourcing decisions, contract negotiations, vendor selection and continuous improvements of business processes.
Responsibilities
- Manage vendor operations in North America, ensuring we set the bar for high scale, quality, efficiency and policy enforcement of our vendor functions globally; ensure we are are meeting a high standard for delivery of service, manage overall relationship with the vendor workforce, monitor cost, quality, and delivery of service. Lead regular business reviews, vendor relationship management activities, workforce planning, and budgeting activities in coordination with internal teams.
- Develop scalable solutions and ensure operational execution by partnering with operations leaders as well as vendors directly, and collaborate with various internal groups to understand business requirements, implement new processes, and contribute to ongoing process improvements. Work as part of a broader operations management team to develop the team’s strategy, process improvement, people development and technology implementation.
- Manage the overall performance of a vendor workforce in terms of cost, quality and delivery of service, ensure seamless process execution and that all aspects of vendor Service Level Agreements (SLAs) are consistently met. Drive improvements in all relevant metrics, e.g., costs, turnaround time, quality, productivity. Manage, coach and mentor Googlers across the broader operations team.
- Monitor daily performance, collect and analyze data in order to recognize process inefficiencies and potential problem areas. Review vendor data, identify process improvement opportunities and drive improvement of vendor performance (SLA compliance, Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs)). Help create a vendor ‘Incubation’ playbook (containing process documentation, QA frameworks, sample reports, governance structure, Best Current Practices (BCP), process improvement methodologies, etc).
- Incubate new and evolving workflows. Set up new teams to pilot nascent and evolving workflows to improve the in-store experience, as well as provide valuable insights to the Sales, Marketing and Product teams to highlight top-issues and improve the service offering.
Minimum qualifications
- BA/BS degree or equivalent practical experience
- 4 years of experience in operations, production or supply chain management with accountability to measurable output in a continuous improvement environment.
- Experience in managing people, and working with international teams and stakeholders. Experience executing strategies to deliver solutions.
- Experience directly managing cross-functional processes. Temp, vendor and contractor workforce management experience.
Preferred qualifications
- MS, MBA or advanced technical degree.
- Business development experience for any third-party vendors; Experience with outsourcing (including offshore) agreements and running operations.
- Strategic vendor management experience at a global scale, with proven success record as well as experience in operations, contracts management, procurement, and working cross-functionally with other internal teams.
- Business process improvement and project management expertise; Experience in process management systems such as Kaizen, Six Sigma, or TPS.
- Understanding and passion for retail products/services.
- Ability to effectively operate with flexibility in a fast-paced team environment with excellent analytical, communication and interpersonal skills.
Area
The Google Technical Services team (known as gTech) provides technical expertise across all Google products to support our global Sales, Business Development and Partnerships teams. We fix any issues on behalf of customers and partners so that our sales teams can focus on what they do best. We collaborate closely with Google's engineering groups to create technical solutions that enable our sales organization to help our customers' businesses grow.
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Posted March 25, 2015 at 09:08AM from LinkedIn http://ift.tt/1Cajrsz
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