Remote opportunity at
Google FiberVendor Performance Manager, Customer Support
Google Fiber operates as an internet service provider dedicated to delivering high-speed internet connectivity to communities. The organization is currently seeking a remote Vendor Performance Manager,…
Career Tools
About This Role
Google Fiber operates as an internet service provider dedicated to delivering high-speed internet connectivity to communities. The organization is currently seeking a remote Vendor Performance Manager, Customer Support to oversee outsourced operations for general and specialty customer service teams. This individual contributor position suits professionals experienced in managing external contact center vendors and driving operational improvements. The person in this role will handle the entire performance lifecycle, which includes establishing…
Job Description
Google Fiber operates as an internet service provider dedicated to delivering high-speed internet connectivity to communities. The organization is currently seeking a remote Vendor Performance Manager, Customer Support to oversee outsourced operations for general and specialty customer service teams. This individual contributor position suits professionals experienced in managing external contact center vendors and driving operational improvements.
The person in this role will handle the entire performance lifecycle, which includes establishing workflows, monitoring metrics, and ensuring vendor accountability through data analysis and reporting. Responsibilities involve designing pilot programs, creating agent training and scripts, developing outage management protocols, and participating in system migrations and platform transitions. Additionally, the position requires managing vendor relationships, leading performance reviews, and joining an on-call rotation every six weeks that covers nights, weekends, and holidays. Domestic and nearshore travel is required up to 25 percent of the time. The role is not eligible for immigration sponsorship, and the application window remains open until at least November 5th, 2026.
Responsibilities
- Design, launch, and manage vendor operations to improve customer experience
- Establish end-to-end workflows, workforce requirements, routing strategies, and key performance indicators
- Develop pilot programs, agent scripts, and training modules
- Analyze vendor performance data, customer satisfaction metrics, and customer insights to address process gaps
- Create protocols for customer outages and lead process improvement initiatives
- Contribute to system design and the transition from legacy systems to new platforms
- Build and maintain performance dashboards and reporting mechanisms
- Lead regular vendor performance reviews and present data-driven recommendations to leadership and partners
- Participate in an on-call rotation every six weeks, including nights, weekends, and holidays
- Travel domestically and to nearshore locations up to 25 percent of the time
Requirements
- Bachelor degree or equivalent practical experience
- Five years of experience in Internet Service Provider operations
- Seven years of experience in call center vendor management within customer service contact centers
- Experience manipulating and analyzing large datasets in spreadsheets, 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
Qualifications
- Five years of experience managing a team within an Internet Service Provider or similar technical industry
- Experience designing and implementing workflows, process improvements, and tools for external parties
- Proven ability to drive back-office efficiency, monitoring, and compliance with key performance indicators
- Experience influencing internal and partner organizations across engineering, field operations, shared services, customer service, and sales support
- Strong problem-solving skills with the ability to build and maintain capacity and budgets
- Experience in contract negotiations
- Ability to adapt quickly to change in a fast-paced environment with an analytical mindset
Core Skills
Benefits
- Bonus
- Standard employee benefits package
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, the posting explicitly indicates that this role is remote.
What is the salary range for this job?
The US base salary range for this full-time position is between $119,000 and $191,300 per year, plus a bonus and benefits.
What is the application deadline?
The application window will stay open until at least November 5th, 2026, though it may close sooner or later depending on business needs.
Does this role involve travel?
Yes, the position requires the ability to travel domestically and to nearshore locations 25 percent of the time.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.