VendorPerformanceManager,NOCOperations

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. Role Description 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 fact