Google Shopping Operations Manager, Partner Solutions, Google
Manage 15-strong EMEA & LATAM Operations team, functional lead for global activities. Design, roll-out and manage high-value and 1:Many support structure for all international locales.
• Directly manage 9 country specialists and 6 further support staff through a team lead.
• Design long-term business strategy for global operations team, drive quarterly goals across entire operational function, support product and engineering goal-setting process through user/merchant insights.
• Implemented new multi-channel support model for 9 international markets, heavily focused on scaleable (manual and automated) email support and 1:Many support channels across two offices.
• Rolled-out highly automated initiatives aimed at reducing lapse and increasing merchant retention at minimal cost
• Improved service level metrics by 38pp in 6 months while reducing overall cost to serve