• Oversee implementation of a strategic portfolio of NextGen User Care multi-year programs at global scale that deliver customer experience impact to billions of users, while managing relationships with numerous layers of key internal and external stakeholders• Develop multi-year executive-level program portfolio narratives, identify emerging programs & projects, capture dependencies, solve for timing and resource conflicts, secure sign-off, manage risks, and communicate ongoing progress, risks & mitigations to leadership• Drive intake and commitment of AI/ML-based User Care solutions through industry research, ideation, business requirement gathering, prioritization, creative problem solving, and influencing through empathy with a strong data-informed, analytical approach• Propose and document measurement & tracking KPI definitions, frameworks, and methodologies, contributing to setting of cross-functional OKRs• Reflect on program successes and failures, identify and action opportunities to improve future road maps • Align strategy with partner orgs who share a common interest in Next Gen User Care support solutions

• Own end-to-end support infrastructure configuration and systems administration for Google Play, through a combination of custom admin tools and scripting/coding of proprietary customer support platforms.• Oversee multiple projects running concurrently through complete life-cycle including scoping, planning, executing, testing, implementing/rollout, and closing; often including cross-functional matrix management and overseeing contractors/insourcing/outsourcing.• Collaborate with product operations support teams to develop and execute on worldwide multi-channel support strategies, including developing next generation smart user support journeys.• Ensure adherence to a high quality customer experience through building and maintaining support infrastructure implementations supporting several large-scale worldwide 24x7 operations.• Drive improvements to support systems platforms through new processes, automated or human workflows, feature advocacy, and documentation.• Proactively identify and address issues such as delays, budget, or technical quality concerns.• Investigate and troubleshoot support platform & escalation channel issues.

• Define Content Strategy & requirements for all Google Fi support content channels, working closely with Product teams & other stakeholders globally.• Collaborate with Content creation team to develop & publish best-in-class content for internal & external audiences, including help center & knowledge base, agent training, agent tools, simulators, etc.• Identify opportunities to improve user journeys and ensure consistent and effective content across internal & external channels. • Generate support insights by analyzing cross-channel content health and usage. • Partner closely with Product & Analytics teams to conduct quantitative experiments & qualitative user studies to create the most effective content for our users.• Improvement across key content-related metrics (e.g., contact reduction, product success) through testing and experimentation.

Program Manager supporting the Technical Support Knowledge Services team enabling customers to access technical knowledge in a mobile, consumer delightful, and productive experience. Drove key strategic global technical support projects which contributed towards delivering redesigned knowledge driven self-service web experience for Technical Support website with over 1M monthly users. Conducted business analysis, project scoping and tracking, created documentation, performed quality review tasks. Led cross-functional meetings, effectively communicating with stakeholders, peers and management. Created net-new KPIs, tracked trends, insights, behaviors via reports or dashboards, introducing proactive corrective actions to ensure KPIs are met.• Drove successful planning & launch of live chat for technical support, a first time offering for Citrix.• Aligned KM activities with enterprise vision and business strategy• Established global Knowledge Management, Content Strategy and Self-Service Strategy for assigned product line• Managed a KM team of Technical Writers and Content Strategists in matrixed relationship• Drove Problem Management initiatives supporting Case Deflection via Self-Service utilizing knowledge insights, resulting in lower Time-to-Resolution (TTR) and increased Customer Satisfaction (CSAT)• Managed Knowledge-Centered Service (KCS) practice initiatives to harness field expertise, ensuring just-in-time content creation

Provided technical assistance on Citrix products to customers of small to large size, scope, or political complexity - via phone, email and / or remote access. Performed problem analysis and isolated problems of minimal to high complexity, with little instruction and oversight from team leads or management. Maintained targeted call statistics such as number of calls answered, number of cases closed or issues resolved, along with other established goals. • Active participant in KCS Program Pilot. Achieved high article attach rates and created / published large number of quality knowledge articles• KCS Program Pilot Award, 2014

Primary administrator for IT’s incident management system - Frontrange HEAT. Managed internal and external Service Desk department websites, including creating and updating software wikis, knowledge base articles and troubleshooting guides. Mentored Level 1 and Level 2 support analysts. • Designed, planned and managed rollout of Carnival’s “IT Self-Service Center” intranet site. Drove cost efficiencies and increased customer satisfaction by redesigning all existing outdated IT business processes and services, implementing into centralized employee portal• HDI Analyst of the Year Award (NA South East Region), 2011

Troubleshoot or escalate a wide variety of software, hardware, server or network problems in a complex global IT environment.

Diagnosed desktop and laptop software/hardware problems, maintained hardware and software vendor relations.