Google Wallet Operations Manager, Consumer Operations, Google
(includes 6 months covering as Head of Consumer Ops, GeoCommerce for maternity leave)
Managed all Wallet support operations globally, directly managing strategy team and managing operations and vendor teams through other leads. Core focus was the launch and expansion of live support to help evolve the brand.
- Drove complete overhaul of support experience for Wallet, launching new and expanded support channels, increasing customer satisfaction by over 50pp.
- Led integration and strategy discussions with regards to operational elements of key Google acquisition.
- Managed selection and ongoing management of multiple global vendors with over 150 vendor agents at peak.
- Improved service levels for phone and email support channels by over 60pp.
- Managed Geo (Maps, Earth, MapMaker), Offers and Wallet operations across scaled-support, live-support and support services.
- Reduced cost per contact and cost per active user by over 50% and 70% respectively.
- Key strategist as part of launches of Wallet Card, peer-to-peer payments, Tap-n-pay expansion to non-NFC phones, Google Maps on iOS and new Google Maps on Desktop.