Vendor Performance Manager, SMB Growth, GCS, UK, Ireland, Australia, New Zealand Markets at Google

Develop quarterly strategies and monitor weekly metrics to drive results. Conduct performance diagnoses and business reviews, sharing market insights and best practices with Google leadership.
Ensure service quality by auditing calls and conducting calibration sessions. Utilize data-driven feedback to hold vendor management accountable for Service Level Agreement (SLA)/Key Performance Indicator (KPI) compliance and improvements.
Build trusted partnerships with vendor leadership to communicate performance expectations, providing the necessary support, guidance, and best practices.
Serve as the primary point of contact for operational initiatives. Support product/tool adoption, manage process escalations, and ensure compliance with Google policies and incentive updates.
Identify and execute collaborative opportunities across GCS teams to streamline customer outreach and facilitate seamless account graduations.

Vendor Performance Manager, SMB Growth, GCS, UK, Ireland, Australia, New Zealand Markets