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 forecasting contact volume and maintaining low contact rate• 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 surfaced/prioritized 5+ canonical bugs to resolution with lead engineers impacting 50M+ users• 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 center and agent knowledge base• 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 to 28B in 6 months)

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 content on digital platforms • 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• Identified and managed cross-project interdependencies, risks, and issues to resolution across 3 vendors and parallel projects worth $1B• Established integrated processes, tools, and templates for cross-project reporting, issue escalation, and change management• Developed monthly reports for C-suite stakeholders to inform and drive executive decisionsFortune 500 Food & Beverage Company | M&A IT Integration Project (5 months)• Centrally managed communications and mitigations for risk and issues across 6 IT workstreams for a successful Legal Day 1• Developed a global IT operating model proposal with client CIO considering people synergies and application rationalization• Played multiple project roles, contributing cross-functionally from central PMO to Infrastructure and Contracts, ensuring smooth project delivery

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