Vendor Performance Manager, NOC Operations

GFiber

13d•$136,000 - $198,000

About The Position

At GFiber, we believe that great internet has the power to drive innovation, strengthen communities, enable the impossible, and do all the everyday things that make all of our world go round. And the job of creating better internet is never done - so we’re growing! Our team is committed to building a place where people who want to make a difference can grow their careers and find their spot to belong. GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our teams are expanding as we connect more cities and people to exceptional internet. The application window will be open until at least June 15, 2026. This opportunity will remain online based on business needs which may be before or after the specified date. This role is not eligible for immigration sponsorship.

Requirements

Bachelor's degree in business, information technology, or a related field.
7 years of experience in operations, vendor management, technical support, or a related field.
Experience building and maintaining strong relationships with vendors.

Nice To Haves

Strong analytical and problem-solving skills.
Excellent communication and interpersonal skills.

Responsibilities

Develop and monitor key performance indicators (e.g. SVL, AHT, MTTD, MTTR) to track vendor performance across various NOC Ops metrics.
Conduct regular (daily) performance reviews with vendors, providing feedback on strengths and areas for improvement.
Develop and implement corrective action plans to address performance deficiencies.
Collaborate with vendors to forecast staffing needs based on anticipated tickets/cases volumes, seasonality, and other factors.
Monitor vendor staffing levels and adherence to schedules to ensure optimal resource utilization.
Assess vendor agent skill sets and identify training or development needs to enhance performance.
Oversee vendor workforce productivity and efficiency, implementing strategies to improve performance.
Establish and maintain strong working relationships with vendor contacts.
Collaborate with vendors to identify and resolve issues, implement process improvements, and drive innovation.
Negotiate (with the rest of the NOC Ops team) and manage vendor contracts, ensuring optimal terms and conditions.
Collect and analyze vendor performance data, identifying trends and insights.
Prepare and present regular performance updates to stakeholders, highlighting successes, challenges, and recommendations.
Utilize data to drive continuous improvement initiatives and inform decision-making.
Maintain a strong understanding of the NOC/technical support processes, tools (e.g. Netcracker, ServiceNow, Genesys, Jira), and fiber internet technologies.
Provide guidance and support to vendors on technical issues and best practices.
Stay abreast of industry trends and emerging technologies to ensure the company's technical support services remain competitive.
Identify and implement process improvements to enhance vendor performance and efficiency.
Collaborate with internal teams (e.g., Customer Support, Field operations, Eng) to align processes and improve overall customer experience.
Identify and mitigate risks associated with vendor relationships and technical support operations.
Develop contingency plans to ensure continuity of service in the event of vendor disruptions.