Manage day-to-day operations for our content acquisition programs, including supplier onboarding, content delivery cycles and partner communications, within defined SLAs. Create and maintain internal and external documentation (i.e. help centre content, onboarding guides and SOPs). Run scaled vendor support operations end-to-end, own the Standard Operating Procedures (SOPs) and quality frameworks, monitor Service Level Agreement (SLA), Customer Satisfaction (CSAT), and escalation metrics, and hold regular business reviews with vendor teams.
Act as the escalation point for complex partner issues spanning onboarding, content, agreements and payments, coordinating with Business Development, Product, Engineering and Legal. Identify manual workflows and drive them towards automation and self-serve, so programs scale with partner growth rather than with headcount. Establish reporting on operational health, and present metrics and partner insights to cross-functional and leadership stakeholders.
Job description provided by Google.
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