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Google



Vendor Site Manager, Chromecast

Philippines, PH - Information Services, Internet

At Google, we put our users first. From innovative software products like Gmail, YouTube, Chrome, Street View to pioneering mobile devices like the Android, we build products that organize the world's information and make it universally accessible to our users. The Product Management team works closely with our engineers to guide products from conception to launch. As part of the Product Management team, you bridge the technical and business worlds as you design services that our customers love. You'll work with Googlers from Engineering, Sales, Marketing, and Finance, to name just a few. You have a bias toward action and can break down complex problems into steps that drive product development at Google speed. As a Product Manager, you will be part of shaping Google's next moonshot.



As a Chromecast Vendor Site Operations Manager, you will be responsible for development, scaling and management of vendor 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 a vendor team Globally. You will be responsible for new process implementation, training, critical issue resolution, ongoing workforce planning, budgeting, approvals, space planning, systems support (as needed), business reviews and day-to-day vendor relationship management. 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

• Build and manage a vendor team that ensures operational objectives are met across multiple vendor sites


• Manage key objectives that include service levels, abandon rates, first call resolution, schedule adherence, forecast accuracy, occupancy, and cost per contact


• Manage a team of vendors at multiple vendor locations across EMEA, APAC, and NA


• Build and maintain a scheduling, workforce management, analysis of vendor performance, capacity planning and forecasting process for the Chromecast Support team


• Work with vendor training, tools, and quality teams to ensure a continually improving great customer experience


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  Minimum qualifications
  


• BA/BS degree or equivalent practical experience.


• 3 years of experience in vendor management.


• Experience in call center operations and/or managing an outsourced vendor with ownership to drive CSAT in a continuous improvement environment.


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  Preferred qualifications
  


• Six Sigma qualified.


• Experience successfully managing customer support vendors to meet objectives.


• Experience providing forecasting volumes on a monthly, weekly, daily and interval to call center on multiple products and tiers.


• Experience of process development and improvement in technical support.


• Strong record of successfully working with customer-focused service teams.


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  Area
  
  
  
  Sales Operations is the global team that makes sure Google's complex and ever-evolving business runs smoothly. Experts in leading process improvements and consistency, team members are analytical and strategic with a pragmatic sense of how to get things done. They develop global initiatives and set high-level goals to improve productivity.
  
  
  
  Product Management
  
  
  
  Drive product development - from conception to launch - while working at Google speed.
  
  
  
  Learn more about our Product Management roles
  
  
  
  No salary provided
  
  
  
  Posted April 03, 2015 at 07:04AM from LinkedIn http://ift.tt/1NM9J50
  
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