Head of Customer Experience, Consumer Operations, Google
Lead team responsible for managing the customer experience for a set of Google consumer products with live-support. Team is responsible for experience and workflow design, continuous improvement, experimentation, voice of customer initiatives, agent knowledge and all documentation and communication needs. Team is comprised of both technical and non-technical roles.
- Redesign of end-to-end support experience for set of Google products, including introduction of proactive support elements.
- Responsible for all processes for team of over 400 agents across 9 locations.
- Ongoing process improvement project initiatives which drive targeted customer satisfaction improvements of >10pp per quarter.
- Run experimentation center out of support incubation site to validate hypothesis of proposed changes before rolling-out to entire global operation.
- Manage content corpus of all customer documentation and communication materials for support (over 5k content items)
- Program manage and prioritize feature requests, bug fixes and support differentiators of support to enhance Google's brand.