Vendor Performance Manager, Customer Support

Google Fiber

Vendor Performance Manager optimizing outsourced operations in customer support for GFiber, an Alphabet company. Designing workflows, driving continuous improvement, and enhancing customer experience metrics.

Posted 7/28/2026full-timeRemote • 🇺🇸 United StatesSeniorLead💰 $136,000 - $198,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in vendor management and customer service optimization, with a strong focus on data analysis, performance measurement, and process improvement. Proven ability to design and implement effective workflows and training programs to enhance customer experience and operational efficiency.

Highest-signal resume keywords

Vendor ManagementData AnalysisProcess ImprovementCall Center OperationsProject Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data ManipulationKPI DevelopmentPerformance Dashboard CreationSQL Data AnalysisWorkflow Design

Soft Skills

LeadershipCross-Functional CollaborationStrategic Communication

Tools & Technologies

Google SheetsPerformance Reporting Tools

Industry Keywords

Customer ServiceInternet Service ProviderProcess QualityProcess OptimizationVendor Operations

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Drive customer experience improvements by designing, launching, and managing vendor operations; define end-to-end workflows, workforce requirements, routing strategies, and KPIs to ensure efficient call handling and productivity.
Develop and implement pilot programs, agent scripts, and training modules; analyze vendor performance data, CSAT, and customer insights to identify trends, address process gaps, and drive continuous improvement in service quality and customer experience, including specific protocols for customer outages.
Proactively identify inefficiencies in existing processes and lead improvement initiatives; leverage a system-design mindset to contribute significantly to the transition from legacy systems to new platforms, designing and implementing solutions from the ground up.
Create, maintain, and evolve performance dashboards and reporting mechanisms; analyze data to visualize trends, measure vendor productivity against KPIs, and deliver actionable weekly insights to leadership and vendor partners.
Lead regular vendor performance reviews, presenting data-driven insights and strategic recommendations to manage relationships effectively, ensure accountability towards achieving operational targets, and align on performance management strategies.
Participate in an "On Call" rotation every 6 weeks, including nights, weekends, and holidays.

Requirements

What you’ll need

Bachelor’s degree or equivalent practical experience.
5 years of experience in Internet Service Provider (ISP) operations.
7 years of experience in Call Center Vendor Management within Customer Service contact centers
Experience manipulating and analyzing large data sets in spreadsheets (Google Sheets , Creating Dashboards, pulling data from SQL tables) to performance manage results
Experience managing cross-functional and cross-regional teams in Project Management, Customer Service, Process Quality, and Process Optimization
Ability to travel 25% of the time domestically and to nearshore locations.

Benefits

Comp & perks

bonus
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