Craig Scott Email & Phone Number

Mountain View, Ca, Us

- Led the post-acquisition integration of Fitbit into Google.- Built a newly-formed team to lead Fitbit's merger into the company; established large cross-functional effort to ensure smooth transition and continued business success.- Established large-scale processes and worked to define Google's long-term wearable strategy and tactical plans.

Mountain View, Ca, Us

- Led the development of the customer experience for Google’s consumer products. Responsible for product excellence for nearly all Google consumer products; ~$500M operating budget and leadership of 150+ FTEs and ~5000 vendors.- Established new ownership experiences from inception for many Google products, including Google Fi, Pixel, Play, and Google Pay, handling 9M contacts/year, 2B online visits, across 58 markets.Expanded omnichannel customer support footprint via self-help, social, chat, and traditional contact mechanisms.- Collaborated with 60+ product teams to drive a 40% reduction in customer contacts. Improved CSAT from ~40% to 90+%, improved resolution rate from 50% to 80%, while reducing costs and turnaround time by 35%. Rebalanced staffing model to capture benefits from on/offshoring and champion/challenger models.

Mountain View, Ca, Us

- Infused the user voice as an influence in product ideation and evolution. Constructed user journey methodology that tied support efforts to business outcomes, including retention, revenue, and brand equity.- Drove Google’s effort on Account Recovery, addressing the company’s #1 consumer issue. Grew from inception to 1500 TVCs, 24x7 operations, and 99% turnaround within four hours.

Walldorf, Bw, De

• Global P&L responsibility for the online channel, including a digital marketplace for enterprise apps. Accountability for all budgets and functions to build a new online distribution channel. Grew business from inception to $65M in first year.• Functional leadership of digital marketing, operations, analytics, and engineering teams. Hired high-caliber team from strong online backgrounds to incubate and grow the business.

Cupertino, California, Us

• Responsible for overall customer and e-commerce experience for a top-5 e-commerce business.• Defined the worldwide e-commerce site strategy. Introduced a combination of user experiences, product features, and marketing programs that drove continuous improvement in conversion and customer yield. Achieved 40+% revenue growth in each of four consecutive years.• Expanded business from 4 to 28 countries, moderating brand-centricity with local demands.• Interim Director, Americas - responsible for P&L, inclusive of all direct channels (web, inside sales, chat) and all site marketing and merchandising. Exceeded all revenue and margin targets.• Led direct-channel launch for iPhone, including channel marketing and sales plans; cross-functional leadership of a team of 500+ employees.• Successfully pitched investments in multichannel and mobile e-commerce strategies to COO and senior leadership, securing more than $5M in incremental funding for new concepts.• Significant presentation experience, including audiences of 400+ and C-level meetings.

Us

• Executed firm’s launch of a leading-edge mobile application.• Established product positioning and marketing plans to deliver near-term addressable leads. • Actively fostered relationships with clients, analysts, media, and partners to improve product strategy, develop distribution channels, and secure positive press.

Irvine, Ca, Us

• Led Gateway's web business - $250M P&L responsibility and definition of company-wide consumer web strategy. • Grew web channel share of company revenue while driving a multi-channel focus that delivered over 40% of non-web transactions.• Ignited y/y growth of 15% after several consecutive flat and declining quarters through initiation of new marketing programs and business optimization.

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