At GFiber, we believe in the power of great internet that lets people do more, helps communities get stronger and makes amazing things possible. We’re not just growing to build better internet experiences, we’re also building a welcoming place where people who want to make a difference can grow their careers.
GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our growing, inclusive team is expanding as we connect more cities and people.
The application window will be open until at least January 17, 2025. This opportunity will remain online based on business needs which may be before or after the specified date.
Role Description
GFiber’s Customer Engagement Team is looking to enhance customer support, and transform what’s expected of support in the ISP industry. GFiber is a service driven organization whose mission is to enhance internet service in the industry. We are a group of passionate team members with a great ownership mindset who aim to show our customers that they matter at every step of their journey with us. In this role, you'll be passionate about customers, develop/think how we can enhance the internet service delivery.
As a Vendor Manager, your priority will be to hold vendors accountable for meeting goals through governance and performance management which includes, but not limited to, forecasting demand, coordinating capacity, overseeing staffing, service level delivery, customer satisfaction scores, quality assurance, and other operations metrics. In addition, when operational problems arise, you will supervise the root cause analysis and monitor progress of follow up actions. In this role, you will manage responsibility for provisioning and enabling the vendors to operate as outlined in the Statement of Work (SOW). You will hold vendors accountable for sharing information so mistakes are a learning opportunity for the whole outsourced organization. You will be responsible for monitoring performance of hiring and training teams, process quality to ensure the level of performance is consistent and agents have the capability to execute well. Working with the vendor, you will ensure changes to processes or systems are operationalized. Lastly, you will forecast demand in partnership with stakeholders and ensure that the Vendors meet hiring needs for our 24/7 operations.
In this role, you'll:
At a minimum we'd like you to have:
It's preferred if you have:
The US base salary range for this full-time position is between $128,000 - $187,000 + bonus + cash award + benefits. As pay varies by location, your recruiter will share more about the specific salary range for your targeted location during the hiring process.
GFiber is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, citizenship, marital status, disability or Veteran status. Disclosure is voluntary, and this information will be kept confidential in compliance with Google's Candidate Privacy Policy. For more information please refer to our Equal Employment Opportunity Policy and the EEOC's "Know your rights: workplace discrimination is illegal" (PDF).
It's important to us to create an accessible, inclusive workplace for everyone. If you have a need that requires accommodation, please let us know by completing our accommodations for applicants form. Our candidate accommodations team will then connect with you to confidentially discuss your options.
Fundación CALMA
DEVK Versicherungen
Cornerstone Services
Mercuryo
IQVIA
