Launch next generation ChromeOS

Artificial Intelligence Operation, Measurement, and ReportingDefine vision and strategy to implement, refine, and optimize Google Ads AI infrastructureAlign with cross-functional stakeholders across engineering, product, and sales on success and milestone definition and measurementLead reporting work stream to launch automated dashboards for operation teams and formulate executive monthly AI Ops business reviews Full & Granular User Intent CaptureDrove vision, strategy, and planning to best capture user intent in Google support ecosystem via both explicit and implicit user signalsFormed cross-org working groups to define success, lay out roadmap, and prioritize development requestsCollaborated with engineers and Product Managers on business requirements for feature launches and experiments

Ads Email Production and DeliveryTrained and managed a global production team to deliver critical email notifications across multiple Google Ads products Managed email design to deliver pipeline and delivered over 400 million emails with 20%+ engagement rateDrove communication strategy for Ads product that lead to 15%+ increase in task completion rate and 52K decrease in support casesSupport agents training programCreated governance and process for service teams to provide remote training by coordinating content curation, training module development, and completion measurementDrove roadmap for internal training tool development while collaborating with external platforms on integration opportunities

Ads Email ProgramWork with vendors to produce automated emails with 10M+ annual sends to Google advertisers. Migrated existing email content from codebase to internal knowledge management system. Redesigned workflow to expedite production cycle from 16 weeks to 8 weeks with a savings of $5k per email produced. Collaborated with eng, marketing, and content teams to redefine user experience through email template and content revisions.Content RevampCoordinated efforts with product, legal, and localization teams to update 7,000+ AdWords help center content in preparation for upcoming product launch. Mapped out process, milestones and expected resource needs quarterly while keeping the workload balanced for the content strategy team. Contact ReductionCollaborated with sales and service teams to design next generation help center contact page with the goals to reduce unnecessary cases generated to the service team with minimal impact to sales leads and user experience. Evaluated top user journeys and conducted analysis on service cost and lead revenue impact through experiments and UX studies.

Tool and Process DevelopmentDrafted business proposals to product teams to implement various feature improvements in internal tools that lead to increased productivity and near-perfect adoption rate across the organization.Hosted company-wide trainings and office hours to improve user satisfaction while gathering feedback and requests for further development.Content OptimizationConducted periodic content reviews and data analysis to identify stalled content and work with strategists on deprecation and revision.Processed article redirects to prevent outdated or deprecated content from surfacing in the help center.PersonalizationLead cross-functional team initiatives to improve user experience in help center by implementing personalized content and user-centric article recommendations.Launched experiments on a consolidated contact page that provides advertisers with a simple, one-stop hub to connect them to personalized support channels.

Technical Solutions Design and ImplementationCoordinated projects in collaboration with sales, suppliers, vendors, and clients to provide technical consultation for bid proposals, product specification reviews, component sourcing, and project implementations. Designed and delivered technology solutions according to customer's specific needs in retail, commercial, government, casino, and banking industries. Technical OperationsLead a team of 17 software and hardware engineers in assembly, support, and RMA departments. Provided pre and post sales support, training, and technical consultation for customers ranging from hospitals, casinos, banks, retail stores, to fast-food chains. Expedited communication process between North American clients and R&D teams in Asia. Consistently achieving high customer satisfaction by ensuring project requirements and deadlines were met.Trade Show and Event CoordinationHosted technical training seminars and new product demonstrations for client visits and partner events in more than 30 cities across North America. Designed and managed company booth at major security conventions including National Retail Federation (http://www.nrf.com), International Security Convention and Exposition West (http://www.iscwest.com/) and America Society of International Security (http://www.asisonline.org/).Online MarketingInitiated social media marketing campaign through Facebook, Twitter, YouTube, and LinkedIn. Created an installer only forum to encourage customer participation and increase user engagement. Coordinated weekly webinar series to educate and reach out to new customers.

Training and DevelopmentExpanded business operation by interviewing, hiring, and training new technical and sales members. Hosted periodic internal training sessions to synchronize product knowledge, support process, and new product release information. Created technical handbooks and startup guides to facilitate learning process. Maintained online FAQ and download forum as a shared knowledge database for both customers as well as employees.Channel Development and Customer ServiceDeveloped and maintained customer relationships with end user, installer, distributor, and system integrator through customized training and joint marketing events. Actively managed customer feedback on product suggestions, improvements, and needs as guidelines for future product development.Specializing in surveillance software and mobile applications, Windows and Linux servers and components, megapixel IP cameras, Video Management Software, Point-of-Sale integration, Access Control, License Plate Recognition, Digital Signage, and network switches/routers.