Vendor Performance Manager, Customer Support

Google Fiber

. Establish, manage, and optimize outsourced operations supporting specialty and general customer service groups.

Posted 10/30/2026full-timeRemote • United StatesSeniorLead💰 $119,000 - $191,300 per yearWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in managing outsourced operations and vendor relationships within customer service environments, with a strong focus on performance analysis, workflow optimization, and continuous improvement. Proficient in data analysis and dashboard creation to drive actionable insights and enhance operational efficiency.

Highest-signal resume keywords

Vendor ManagementData AnalysisPerformance OptimizationProject ManagementCustomer Service Operations

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data ManipulationKPI DefinitionWorkflow DesignPerformance Dashboard CreationSQL Data AnalysisAgent Script DevelopmentTraining Module ImplementationOutage Management StrategiesContinuous ImprovementProcess Quality

Soft Skills

LeadershipCross-Functional CollaborationCommunicationAccountability ManagementProblem Solving

Tools & Technologies

Google SheetsSQLPerformance Reporting Tools

Industry Keywords

Internet Service ProviderCall CenterCustomer ServiceVendor OperationsProcess Optimization

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Establish, manage, and optimize outsourced operations supporting specialty and general customer service groups.
Architect new workflows, define KPIs, and drive daily execution and continuous improvement.
Design, launch, and manage vendor operations, including workflows, workforce requirements, routing strategies, and KPIs.
Develop and implement pilot programs, agent scripts, and training modules.
Analyze vendor performance data, CSAT, and customer insights to identify trends and address process gaps.
Develop outage management strategies and specific customer outage protocols.
Contribute to system design and migration from legacy systems to new platforms.
Create, maintain, and evolve performance dashboards and reporting mechanisms.
Deliver actionable weekly insights to leadership and vendor partners.
Lead regular vendor performance reviews and manage vendor relationships and accountability.
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, including Google Sheets, creating dashboards, and pulling data from SQL tables.
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.
This role is not eligible for immigration sponsorship.

Benefits

Comp & perks

Bonus
Benefits
Equal opportunity employment
Applicant accommodations and confidential accommodations support