AdWords Program Manager, SMB Sales, Google
Identify and project-manage key business opportunities in EMEA’s mature markets
• Managed “Top Fixes” program with view to reduce user interactions for most common issues, reduced volumes of queries for these issues across 1:1 and 1:Many channels by 43%, increased customer satisfaction by 24pp
• Drove project alignment across 9 “Top Fix” projects into the overall Top Fixes Program across product, sales, marketing, operations and engineering.
• Managed development of tool for tracking user issues at scale across 5 products and 4 support channels in all languages served.
• Functionally managed 15 project managers for completion of independent LSS certification projects.
• Gathered and prioritised business requirements for product and engineering teams based on gathered customer and business unit requirements to define objectives and goals.