Will is an accomplished professional with expertise in customer research, program management, and scaled operations. He is a powerhouse of execution that thrives in ambiguity, has managed & trained teams, partnered with executives, and made strategic recommendations on global large scale programs. Will excels at framing problems and putting plans into action, utilizing various tools to scale initiatives, optimize processes in big tech, and has led teams to drive and measure change. He’s able to learn quickly to lead effectively across multiple functions and programmatic priorities.
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Senior Product Strategy & Operations ManagerTiktok May 2024 - PresentLos Angeles, California, Us -
Senior Technical Program ManagerAlkami Technology Sep 2023 - May 2024Plano, Tx, Us• Drove program strategy and execution for 6 development teams totaling 50+ Engineers and Product Managers while aligning with senior leadership and making trade-offs with cross-functional teams to achieve organizational and company-wide objectives. -
Program Manager, Customer JourneysGoogle Jan 2022 - Mar 2023Mountain View, Ca, Us• Developed and executed the strategic roadmap for Customer Journey (CJ) tooling with the objective of unifying every Google and YouTube product into one standardized product development framework.• Evangelized CJ programs to executives and cross-functional stakeholders to gain buy-in on utilization of CJs as the standard product development framework for all product launches. -
Program Manager, Customer Experience (Cx)Google Oct 2019 - Jan 2022Mountain View, Ca, Us• Program managed 3 Survey Researchers and 10 offshore BPO Analysts across 7 global quarterly Customer Satisfaction (CSAT) surveys spanning 5 Google products.• Managed 32 offshore call center BPO Agents through 10 concurrent Voice of the Customer (VoC) studies per quarter in addition to owning SLA adherence and quality assurance.
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Research Coordinator, Customer Experience (Cx)Google Nov 2018 - Oct 2019Mountain View, Ca, Us• Worked the end-to-end tasks of participant recruitment, survey feedback, interview execution, and open-end comment coding in order to complete 3 overlapping research projects per quarter. • Analyzed over 11,000 open-ended comments to build aggregated, data-backed customer insights to influence product roadmaps and product requirement documents.
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Enterprise Account ManagerLogical Position May 2018 - Nov 2018Lake Oswego, Or, Us• Manage the diverse relationships of 27 clients with a combined monthly budget of $500,000 while consistently delivering on return-on-ad-spend goals through a consultative and data-driven approach.• Achieved 20% year-over-year revenue growth through the use of high-funnel, customer acquisition channels and low-funnel, long-tail keywords. -
Sem Account ManagerDealer Spike Llc May 2017 - May 2018Portland, Oregon, Us• Managed all aspects of 42 successful client accounts with a combined monthly ad spend of $120,000 by driving quality leads via data-driven account optimizations.• Increased client budgets by 23% year-over-year and decreased CPA by 10% across all accounts through meticulous bid and targeting optimization.
Will Chen Education Details
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Portland State UniversityMarketing
Frequently Asked Questions about Will Chen
What company does Will Chen work for?
Will Chen works for Tiktok
What is Will Chen's role at the current company?
Will Chen's current role is Product Ops @ TikTok | xGoogle.
What schools did Will Chen attend?
Will Chen attended Portland State University.
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