Google Hiring for Vendor Program Manager, Global Customer Care at New York, NY Full Time
Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 5 years of relevant experience in program management processes.
- Experience managing multiple projects across stakeholders.
Preferred qualifications:
- Experience in Ad technology, especially Publisher-facing technologies including Ad Manager. Specific troubleshooting experience using JS, HTML, and CSS.
- Experience in developing technical solutions and tools in partnership with Product Engineering/Business teams, and experience in process management systems such as Kaizen, Six Sigma, or Lean.
- Experience in project management and execution, multi-tasking and delegating, with a high-level of comfort with numbers and data analytics.
- Demonstrated communication skills and the ability to present analysis and complex concepts to multiple audiences.
About the job
gTech Global Customer Care (gGCC) is a solution-generating force that helps our sales teams and advertisers. These solutions need to be scalable to support millions of customers worldwide. In addition to troubleshooting on the customer side, we work with Sales, Product, and Engineering teams within Google to develop better tools and services and improve our products based on the evolving needs of our users. As a cross-functional and global team, it’s our job to help keep the lights on and the ads fresh.
The Vendor Operations team manages our Global Publisher Vendor teams and ensures that operations are controlled, efficient, and measurable. We find innovative ways to ensure Google supplier’s output exceeds expectations. Externally, we collaborate with our partners to scale our programs consistently, globally, and successfully. Internally, we collaborate across our Global Publisher Solutions team to deliver outstanding results.
As a Technical Vendor Program Manager, you’ll play a critical role in the organization: overseeing a part or multiple parts of our vendor management ecosystem. Whether it be through transformation efforts, process re-engineering, or investments in tools and automation, you will drive continuous improvement efforts through collaboration with vendor suppliers and the broader Vendor Operations and SalesTech organizations.
Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.
To learn more about gTech, check out our video.
Responsibilities
- Manage multiple vendor programs and projects and be responsible for day-to-day program success, by collecting vendor data and monitoring vendor performance using standard templates and cadence.
- Identify process improvement opportunities within current workflows, channel feedback to internal/external stakeholders, and support vendor in ongoing activities, including best practices, training, quality reviewing, and monthly planning of resource staffing, training and certification and tools access.
- Manage and roll out strategy for new projects, in partnership with business owners, owning the relationships with the vendor service providers for these projects.
- Identify process improvement areas and solutions, share and encourage best practices, across geographies and work with the global scaled services team to transform this space from reactive to predictive.
Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing this form.