Vendor Operations Manager, Trust and Safety

About the Job

A problem isn’t truly solved until it’s solved for all. That’s why Googlers build products that help create opportunities for everyone, whether down the street or across the globe. As a Program Manager at Google, you’ll lead complex, multi-disciplinary projects from start to finish — working with stakeholders to plan requirements, manage project schedules, identify risks, and communicate clearly with cross-functional partners across the company. Your projects will often span offices, time zones, and hemispheres. It's your job to coordinate the players and keep them up to date on progress and deadlines.

Google's brand is only as strong as our users' trust and their steadfast belief that our guiding principles are what's best for them. Our Trust and Safety team has the critical responsibility of protecting Google's users by ensuring online safety through web abuse deterrence and fraud fighting across Google products like Search, Maps, Google Ads, AdSense, Play, and Chrome Web Stores. In Trust and Safety Compute, our goal is to build the world's most trusted and vibrant app ecosystem by prioritizing operational excellence, user safety, and developer success.

Within Compute, the Operational Excellence team deploys structured operational systems that maximize excellence, predictability, transparency, and speed by leveraging central analytics, data-driven decision making, and standardized process design that are resilient in an AI first future. It’s our goal to be the indispensable engine driving frictionless and rigorous operations that power an AI first Trust and Safety Compute. We lead with and establish strong collaborative ties across stakeholders to drive operational excellence, maximize efficiency, and deliver robust solutions enabling business success.

At Google we work hard to earn our users’ trust every day. Trust & Safety is Google’s team of abuse fighting and user trust experts working daily to make the internet a safer place. We partner with teams across Google to deliver bold solutions in abuse areas such as malware, spam and account hijacking. A team of Analysts, Policy Specialists, Engineers, and Program Managers, we work to reduce risk and fight abuse across all of Google’s products, protecting our users, advertisers, and publishers across the globe in over 40 languages.Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

US: $136000 - $196000 (USD) + 15% bonus target + equity + benefits

Learn more about benefits at Google.

Responsibilities

• Execute operational delivery strategy across global vendor sites, managing multi-site operations to ensure consistent quality, optimal resource allocation, and operational delivery
• Drive operational excellence across vendor partners. Establish governance around service legal agreement/key performance indicators (SLA/KPI) metrics, lead business reviews and executive reporting, and proactively highlight risks/opportunities.
• Model global headcount requirements against forecasted workflow volumes, track spend efficiency, and optimize resource allocation.
• Identify systemic operational bottlenecks and partner with internal and cross-functional teams to drive tool automation, workflow optimization, and scalable process enhancements. 
• Land policy, tool and workflow launches across vendor sites with minimal operational impact. Manage critical vendor operations failures, workforce wellness concerns, or service disruptions. Drive root-cause analyses and implement corrective and preventive action plans.

Qualifications

Minimum qualifications:

• Bachelor's degree in Business, Operations, Engineering, or equivalent practical experience.
• 7 years of experience in Vendor Management, Global Operations Management or Program Management within service delivery environments.
• Experience with managing geographically dispersed operational programs.
  

Preferred qualifications:

• Certified Lean Six Sigma (Green/Black Belt) or PMP certification, with demonstrated success in business process re-engineering, quality management frameworks or capacity modeling.
• Experience in Trust & Safety, content moderation, risk management, or high-volume customer support operations.
• Experience in data analytics, capacity modeling, and leveraging data to solve complex operational challenges.
• Expertise in capacity planning, operating expenses (OpEx) budget management, and vendor contract performance governance.
• Excellent problem-solving and critical thinking skills with attention to detail in an ever-changing environment.
• Strong executive presence with exceptional written and verbal communication skills; proven ability to influence cross-functional leadership.

Additional Information

In accordance with Washington state law, we are highlighting our comprehensive benefits package, which is available to all eligible US based employees. Benefits for this role include:

• Health, dental, vision, life, disability insurance
• Retirement Benefits: 401(k) with company match
• Paid Time Off: 20 days of vacation per year, accruing at a rate of 6.15 hours per pay period for the first five years of employment
• Sick Time: 40 hours/year (increased to 69 hours/year for Seattle) including 5 discretionary sick days per instance
• Maternity Leave (Short-Term Disability + Baby Bonding): 28-30 weeks
• Baby Bonding Leave: 18 weeks
• Holidays: 13 paid days per year