Vendor Performance Manager, NOC Operations

The Vendor Performance Manager - NOC Ops/Technical Support is responsible for overseeing and optimizing the performance of third-party vendors who provide NOC/technical support services. This role ensures that vendors meet or exceed service level agreements (SLAs), deliver high-quality customer experiences, and continuously improve their performance through data-driven analysis and strategic action plans. Additionally, this role involves managing the vendor's workforce to ensure optimal staffing levels, skill sets, and productivity to meet the company's technical support demands.

In this role, you'll:

Performance Management:

• 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.

Workforce Management:

• 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.

Relationship Management:

• 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.

Data Analysis and Reporting:

• 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.

Technical Expertise:

• 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.

Process Improvement:

• 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.

Risk Management:

• 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.

• 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.

It's preferred if you have:

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

3.53.5 out of 5 stars Austin, TX Remote $136,000 - $198,000 a year - Full-time, The US base salary range for this full-time position is between $136,000 - $198,000 + bonus + benefits. As pay varies by location, your recruiter will share more about the specific salary range for your targeted location during the hiring process.

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.