Manager, Shopping Vendor Operations, Commerce

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 10 years of experience in operations and vendor management.
• Experience in running third-party/global in-house contact center operations.
• Experience managing vendor agreements and executing extended workforce projects.

Preferred qualifications:

• Experience managing operational budgets, optimizing costs, and negotiating agreements with managed service providers.
• Experience working with executives in a fast-paced environment, and cross-geographical stakeholders.
• Ability to manage multiple tasks with shifting priorities and deadlines, and a tolerance for ambiguity.
• Ability to set operational and quality goals, measure and report outcomes, track and scale successes, root-cause problems in design/execution, and ensure business impact.
• Excellent project/program management, organizational, customer service, process quality, and process optimization skills.

About the job

Businesses that partner with Google come in all shapes, sizes and market caps, and no one Google advertising solution works for all. Your knowledge of online media combined with your communication skills and analytical abilities shapes how new and existing businesses grow. Using your relationship-building skills, you provide Google-caliber client service, research and market analysis. You anticipate how decisions are made, persistently explore and uncover the business needs of Google's key clients and understand how our range of product offerings can grow their business. Working with them, you set the vision and the strategy for how their advertising can reach thousands of users.

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.

Responsibilities

• Lead and inspire a global team of Shopping Vendor Program Managers and vendors, as the leader ultimately responsible for program success.
• Monitor vendor performance and leverage operational metrics, including timeliness, customer-satisfaction, customer experience, etc.
• Overcome operational challenges with the goal of achieving the highest level of customer satisfaction.
• Work with Vendor Program Managers to identify process improvement opportunities within current workflows, channel feedback to internal/external stakeholders, and support vendors in ongoing activities, including best practices, training, quality reviewing, and monthly planning of resource staffing, training, certification, and tools access.
• Identify opportunities and solutions, roll out strategy, and execute these initiatives in partnership with business owners and vendor service providers, to transform our global scaled services team to improve the Shopping business.

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Google is an American multinational technology company specializing in Internet-related services and products that include online advertising technologies, search, cloud computing, and software. Most of its profits are derived from AdWords, an online advertising service that places advertising near the list of search results