Vendor Performance Manager, Customer Support

At GFiber, we believe in the power of great internet that lets people do more, helps communities get stronger and makes amazing things possible. We’re not just growing to build better internet experiences, we’re also building a welcoming place where people who want to make a difference can grow their careers.

GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our growing, inclusive team is expanding as we connect more cities and people.

The application window will be open until at least May 2nd, 2025. This opportunity will remain online based on business needs which may be before or after the specified date.

Role Description

GFiber’s Customer Engagement Team is looking to enhance customer support, and transform what’s expected of support in the ISP industry. GFiber is a service driven organization whose mission is to enhance internet service in the industry. We are a group of passionate team members with a great ownership mindset who aim to show our customers that they matter at every step of their journey with us. In this role, you'll be passionate about customers, develop/think how we can enhance the internet service delivery.

We are seeking a Call Center Vendor Manager to establish, manage, and optimize outsourced operations supporting specialty and general customer service groups. In this critical Individual Contributor (IC) role, you will be responsible for the end-to-end performance lifecycle: from architecting new workflows, defining KPIs, and implementing QA programs, to driving daily execution and continuous improvement. You will leverage data analysis, performance dashboards, and insightful reporting to hold vendors accountable for meeting KPIs. In addition, you will drive an improved customer experience through  identifying and resolving process gaps, developing outage management strategies, contributing significantly to system design and migration, and creating impactful agent scripting/training. Your ability to design programs from scratch, build relationships within GFiber and at the vendor will be key to driving process improvements. You will need to be a master story teller translating complex business problems into simple actionable insights

In this role, you'll:

• 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 comprehensive QA 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.

At a minimum we'd like you to have:

• 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; first hand experience in contract negotiations.
• 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.

It's preferred if you have:

• 5 years of experience managing a team within an ISP (Internet Service Provider) or similar technical industry.
• Experience with designing and implementing workflows, process improvements and systems or tools to work with external parties.
• Experience with influencing engineering, shared services, sales support in developing value propositions.
• Problem-solving skills, with the ability to build and maintain capacity and budget.
• Ability to adapt to change quickly and effectively while operating in a fast-paced, constantly evolving team environment; self-starter with an analytical mindset and ability to work independently on multiple initiatives at the same time.
• Ability to travel 25% of the time domestically and to nearshore locations.

The US base salary range for this full-time position is between $136,000 - $198,000 + bonus + cash award + benefits. As pay varies by location, your recruiter will share more about the specific salary range for your targeted location during the hiring process.

GFiber is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, citizenship, marital status, disability or Veteran status. Disclosure is voluntary, and this information will be kept confidential in compliance with Google's Candidate Privacy Policy. For more information please refer to our Equal Employment Opportunity Policy and the EEOC's "Know your rights: workplace discrimination is illegal" (PDF). 

It's important to us to create an accessible, inclusive workplace for everyone. If you have a need that requires accommodation, please let us know by completing our accommodations for applicants form. Our candidate accommodations team will then connect with you to confidentially discuss your options.