Project Lead for team of Product Support Managers working across Google's Marketplaces & Food teams. Oversee the operationalization of workflows and scaling operations to ensure successful integration and management of 1000s of technical partners and tens of millions of active monthly users.- Manage multi million dollar distributed vendor operations across 5 distinct workflows- Prioritize team asks against competing teams for leveraging a scaled services model- Develop annual budget and headcount ask in collaboration with product vision and growth targets- Own quarterly objective/goal setting across the support team and manage progress towards goals- Drive stakeholder relationships across cross functional teams at both the individual and executive level- Manage temporary resource strategy, project definition, hiring, etc.- Identify resource skill gaps and develop trainings or opportunities to grow talent on the team- Manage compliance workflows, in collaboration with legal and special counsel, to ensure product remains compliant with emerging EU regulations (GDPR, P2B, AADC, ND4C)- Develop DEII programming and listening sessions to enable learning and growth of diversity and understanding of team members, attended by more than 600 individuals - Chair culture committee responsible for growing a distinct culture for a 460 person organization in the NYC site- Actively grow the organization, having interviewed 20+ full time candidates and 15+ temp candidates in the past 6 months

- Defined global support strategy for nascent product, supporting 600% product growth- Managed multi million dollar distributed vendor operations both onshore and offshore- Devised offshore strategy to improve response time and reduce per agent cost by more than 75%- Developed strategic vision for transactional product support and manage cross functional scaled services team in building out capabilities in support of this vision- Authored product policies in collaboration with legal, policy, and product teams- Expanded support to 24/7 and established business continuity strategy- Drove operational efficiency initiatives that lead to an 80% reduction in agent handle time- Developed support CUJs for consumer, merchant, and technical partners and influenced product direction to address top user issues- Promoted after 1 year on the team.

- Developed support strategy for global feature launches, with reach to 245 countries- Defined feedback and research channels for each stage of the product development lifecycle- Spearheaded initiatives to quantify impact of feature launches- Managed policy, access, and training for a Trusted Onboarding mobile application- Oversaw deliverables for global vendor operations spanning 6 continents- Served as the "voice of the customer" and worked with Google My Business product managers to shape the future direction of the product- Promoted after 9 months in the role

- Oversaw the deliverables for 5 direct reports- Managed multi-million dollar team outsourcing budget- Led risk assessment program across 250 unique workflows spanning 4 continents to identify areas of vulnerability and opportunities for risk reduction• Led remediation efforts across workflows to help mitigate identified risks• Developed and executed strategy to outsource risk operations to a vendor company• Defined suite of processes and policies and created Risk Operations knowledge base and catalogue of services

- Subject matter expert on HR systems and Security PM for Corporate Engineering and Business Intelligence teams related to product/system revamps and security design- Migrated access provisioning to access management system in order to ensure real time compliance and minimize auditing burden- Established unified security policies across HR platforms to standardize access by domain across HR systems - Hosted and designed fall 2014 intern project, which resulted in a full time offer for the intern- Promoted in Q4 2014 after 13 months in role- Completed 40 hour (ISC)2 CISSP training in January 2015

• Recipient of Department Award for maintaining a consistent CSAT scores of >95% satisfied or extremely satisfied • Worked with SOX auditors and internal compliance to develop HRIS security documentation and processes that were aligned with Google's security standards• Prioritized HRIS security and reporting bugs and rank against the other 400+ open bugs. This has expedited bugs that have a greater impact resulted in an estimated 1.15 FTE savings.• Managed a 24/5 live support line for one month surrounding HRIS product launch • Reduced time to resolution of ticketing queue by 60%

- Developed excel models to predict, forecast, and analyze real estate assets worth upwards of one hundred million dollars- Produced offering memorandums and pitch material for clients and lenders - Stayed abreast of market developments and the nuances of new financial products and financing techniques- Appointed by CEO to manage deal pipeline and CRM integrate for business development process- Formed and implemented a mentoring program for new hires and recent college graduates to assist in professional and personal development

- Examined different sub markets and constructed models to appropriately value assets - Analyzed government lease data to determine government renewal rates and occupancy statistics

- Achieved number one ranking of Northeastern region intern performance in the month of June- Produced strategies to increase customer satisfaction rates by 7%- Assisted in expansion of fleet by more than a quarter of original size

- Responsible for maintaining over 150 confidential personnel files- Automated accounting and journal entry processes by developing record keeping and reporting tools in Microsoft Excel - Created an employee feedback program to aid in managerial decision making