Emily Lee Email & Phone Number

Remote First, US

Mountain View, CA, US

• Google Wallet
• Defined support / channel strategy and new launch processes to drive scalable growth - launched in 30+ new countries leading 5+ XFN teams, enabling 25% MAU growth and support in 6+ new languages, while accurately.
• Championed user voice by analyzing data, defining top user issues, bugs, and feature requests, using data-driven insights to influence the product roadmap - successfully advocated for 3+ new global features and.
• Led 5+ XFN stakeholder teams through highly matrixed / ambiguous environments to launch new features with user impact as top of mind, including top user issue mapping / taxonomy, managing content strategy for user help.
• Developed a roadmap of help center / contact flow automation opportunities to reduce YoY contact rate by 13%

Mountain View, CA, US

• Google Cloud (GCP)
• Managed global premium enterprise customers with an annual portfolio value of $77M including GCP’s largest customer in Japan and one of the largest Apigee customers
• Rebuilt trust with executive customer stakeholders to address poor customer sentiment by driving alignment across account and engineering teams on “get-to-green” initiatives - increased CSAT to 100%.
• Influenced leaders to tackle long-standing technical blockers, working directly with Americas support lead and engineering teams to ensure high performance and customer satisfaction (e.g. doubling API traffic from 14B.

San Francisco, CA, US

• Public Media and Broadcasting
• Drove implementation of a new payments platform to process ~$10M in corporate sponsorship funds
• Managed data mapping strategy and integrations between 2 vendors and IT data team for 2 separate custom NGOC/Salesforce CRM data migrations
• Developed current/future-state business workflows by gathering cross-functional requirements across Finance, Corporate Sponsorship, Events Management/Ticketing

Worldwide, OO

• Fortune 100 Media & Entertainment Company | Broadcast Transformation Project (7+ months)
• Driving design and execution for a new linear OTT rights management platform and program-wide landscape architecture alignment sessions (with business and IT executives, enabling 12+ digital partners to broadcast media.
• Conducting stakeholder interviews, including VP-level executives, and developing business requirements and user stories
• Developing business and system process flow diagrams to document current and future designs to highlight key differences in efficiencies
• Managing hybrid-agile product development including issue and risk escalation, status reporting, and change control processHealth Care Provider | M&A IT Post Merger Restructuring Project (4 months)
• Establishing an Integrated PMO using consistent project tools, templates, and processes that became adopted across third party vendors and business stakeholders

Worldwide, OO

• Fortune 500 Software IT Company | Global Business Transformation Project (2 years)
• Defined hybrid-agile testing strategy and management for an $8B big-bang transformation, replacing 800+ applications to a cloud-based platform across 100+ countries
• Coordinated testing readiness, execution, and defect resolution across 10 workstreams to ensure successful launch
• Established strategy and logistics for workshops testing end-to-end scenarios from lead generation to sales compensation for 500+ IT and business reps in regions around the globe
• Designed executive reports and dashboards to drive defects and key program issues to resolution
• Drove testing tool (ALM) trainings/workshop for 200+ business reps as the global, project-wide go-to tool expert

• Mustang Consulting:
• Co-Founder of the growing student-run consulting group
• Co-lead 3 consulting engagements for the City of San Luis Obispo, several local businesses and student start-ups
• Empowered students to embody the Cal Poly "Learn By Doing" philosophy through delegating tasks and delivering final deliverables to clients including status slide decks, growthstrategies, and marketing insights

Worldwide, OO

• Performed primary research and analysis for the client covering market landscape, potential white space for growth, and ideal acquisition targets
• Assisted in creating a compilation of ‘best practices’ of over 50 client deliverables and transferred the information into a knowledge playbook for future internal use