Vendor Operations Manager, Trust and Safety
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Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 5 years of experience in operations or business management, and vendor management.
- 5 years of experience using analytics or applying project management tools to address business issues.
- Experience managing vendor operations and working with globally managed service providers.
- Experience working with dashboards and data.
Preferred qualifications:
- Experience in project management.
- Ability to work across multiple levels of the organization and regions.
- Ability to build relationships with the team members.
- Ability to define projects, execute within timelines, and navigate ambiguity.
- Excellent problem-solving and critical thinking skills with attention to detail in an ever-changing environment.
- Strong strategic and analytical thinking skills.
About the job
Trust & Safety team members are tasked with identifying and taking on the biggest problems that challenge the safety and integrity of our products. They use technical know-how, excellent problem-solving skills, user insights, and proactive communication to protect users and our partners from abuse across Google products like Search, Maps, Gmail, and Google Ads. On this team, you're a big-picture thinker and strategic team-player with a passion for doing what’s right. You work globally and cross-functionally with Google engineers and product managers to identify and fight abuse and fraud cases at Google speed - with urgency. And you take pride in knowing that every day you are working hard to promote trust in Google and ensuring the highest levels of user safety.
At Google we work hard to earn our users’ trust every day. Trust & Safety is Google’s team of abuse fighting and user trust experts working daily to make the internet a safer place. We partner with teams across Google to deliver bold solutions in abuse areas such as malware, spam and account hijacking. A diverse team of Analysts, Policy Specialists, Engineers, and Program Managers, we work to reduce risk and fight abuse across all of Google’s products, protecting our users, advertisers, and publishers across the globe in over 40 languages.
Responsibilities
- Work with business stakeholders to understand the workflow requirements, expectations, KPIs, and agents skills to design the best vendor implementation with an optimal cost.
- Manage the overall performance of the operations vendor workforce in terms of quality, resources, and delivery of service. Ensure all aspects of vendor Service Level Agreements (SLAs) are consistently met (e.g., backlog, average hold time, agent utilization, etc.).
- Drive consistency across vendors, sites, workflows, and processes. Execute and report progress, clearly capturing risks, opportunities, achievements, and performance in a periodic summary.
- Identify opportunities to improve processes, applications, methodologies, tools, and other components leveraging feedback/observations from vendors.
- Work with various internal groups to understand business requirements, implement new processes and contribute to ongoing process improvements. Supervise workflow launches, training execution, and appropriate escalations routing.
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Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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