Vendor Performance Manager, NOC Operations

Google Fiber

Vendor Performance Manager overseeing NOC vendor performance and relationships at GFiber. Responsible for performance management and strategic action plans for vendor optimization.

Posted 6/9/2026full-timeRemote • 🇺🇸 United StatesSeniorLead💰 $136,000 - $198,000 per yearWebsite

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Develop and monitor key performance indicators (e.g. SVL, AHT, MTTD, MTTR) to track vendor performance across various NOC Ops metrics.
Conduct regular (daily) performance reviews with vendors, providing feedback on strengths and areas for improvement.
Collaborate with vendors to forecast staffing needs based on anticipated tickets/cases volumes, seasonality, and other factors.
Assess vendor agent skill sets and identify training or development needs to enhance performance.
Establish and maintain strong working relationships with vendor contacts.
Collect and analyze vendor performance data, identifying trends and insights.
Maintain a strong understanding of the NOC/technical support processes, tools (e.g. Netcracker, ServiceNow, Genesys, Jira), and fiber internet technologies.

Requirements

What you’ll need

Bachelor's degree in business, information technology, or a related field.
7 years of experience in operations, vendor management, technical support, or a related field.
Experience building and maintaining strong relationships with vendors.

Benefits

Comp & perks

Bonus
Cash award
Benefits

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

key performance indicatorsvendor performance analysisdata analysisstaffing forecastingtraining needs assessmentNOC processestechnical support processes

Soft Skills

relationship buildingcollaborationfeedback provisionperformance review