Title: Product Operation Strategist (Vendor Operations)
Location: Mountain View, CA
Duration: 6 to 7 Months
Project Overview
- Drive outcomes for vendor performance for one project by monitoring work product quality and volume. Measure and monitor vendor strategy making note of any opportunities to develop vendor operations and processes. Support the implementation of new vendor management initiatives.
- Contribute to project scoping and manage project priorities and allocation of resources within the project.
- Help solve problems with multiple approaches to reach an optimal solution with foresight to anticipate and address future issues.
- Influence across own team and teams with similar objectives to align resources and direction. Develop rich relationships, internally and externally, offering support and direction to team members. Work with continuous improvement specialists to develop new processes, procedures, methods, tests, and/or components.
Overall Responsibilities:
- Create or maintain SOPs, process maps, workflow documentation, help resources, and relevant training and certification programs.
- Optimize the productivity of vendors through effectively forecasting labor requirements and creating and overseeing scheduling.
- Build new services and capabilities to improve outcomes being delivered by vendors through novel Training & Transition methodology.
- Work closely with Quality Specialists or directly with vendors, depending on the vertical, to ensure that vendors are meeting SLAs.
- Define and promote a clear escalation process for product-specific queries from vendor workforce to gUP Product Vertical stakeholder team and for issues flagged by the gUP Product Vertical stakeholder team back to vendors.
- Vet and approve access requests and hardware requests from vendors and working with xWS/gBOSS to coordinate seat assignments, space needs, system deployments, etc. (or working directly with vendors in the case of VOVO set-ups).
- Manage invoices and POs (including approvals where needed) for all assigned vendor engagements and ensure vendor compliance with all billing/cost processes.
- Serve as the overall budget and forecast monitor for all assigned engagements, including monitoring the budget, discussing potential over-spend or under-spend with stakeholders, utilizing open budget on new launches, updating spend forecasts regularly, and tracking actual spend vs. forecasts/budget to report back to stakeholders.
- Ensure targets are set on a quarterly basis for all assigned vendor engagements and speak to vendor performance trends to stakeholders and leadership.
- Deliver business reviews summarizing vendor performance and exchanging feedback on overall scaling strategy.
- Serve as the primary point of contact for assigned vendor engagements (e.g., answering questions from vendor partners, triaging vendor-reported issues (if applicable)) and communicating operational/process updates to vendors when necessary.
- Drive quality performance management through ensuring QA insights and collection from vendors, ensuring vendors deliver on all expected quality audits/reviews, and assisting vendors with pre-launch quality readiness.
Mandatory Skills/Qualifications:
- Ability to evaluate offers. Perform operational capacity analysis, technical capability determination, and complete financial analysis and Financial Modelling.
- Ability to design processes to analyze, segment, and manage vendors, and continually improve processes that are developed.
- Knowledge of ways to measure, analyze, and manage the performance of a vendor in an effort to cut costs, alleviate risks, and drive continuous improvement.
- Knowledge of the metrics by which service is measured, as well as remedies or penalties should agreed-on service levels not be achieved.
- Ability to understand stakeholder needs through dialogue before conducting analysis and making recommendations.
- Ability to develop, understand, and apply domain-specific technical knowledge to complete assigned work, tasks, and support others in the organization.
Compensation:
The estimated pay range for this position is USD $93.00/Hr - USD $114.00/Hr and is a Non-Exempt role.
Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.
Benefits:
We offer comprehensive benefit options which vary depending on role, location, and employment type. The Talent Acquisition Partner can share more details about compensation or benefits for the specific role during the hiring process.