• Managing a team of 50+ Search Ads 360 Specialists and responsible for Technical Troubleshooting, New Launches, Knowledge Management, Training and Upskilling• Led KM initiatives and collaborated with ContentOps in updating 800+ help center articles• Collaborated with ProdOps and TechOps in reducing incorrect routing by 75% for top customers and reduced customer segmentation issues by 66%• Led the Ops Planning and Strategy for moving from old UI to new UI which helped in smooth migration of ~12K customers with XX billion revenue, partnered with ProdOps in identifying product gaps and launched 9+ features• Drove Process Excellence initiatives that helped in saving 12 FTE benefit through Variance Study, Consult Reduction, Reduced Time to Competence and other Process Optimizations• Developed a Project aimed at reducing revenue leakage, potentially saving XX million dollars, scalable across Google Products• Collaborated with Data Engineering in launching 25+ dimensions for Internal dashboard, enhancing reporting accuracy and headcount allocation• Led several data analysis & implemented strategic initiatives resulting in elevating top segment customer experience (Email TRT: +16.6%, Chat TRT: +4.9% & Consults: -5.6%)

• Successfully managed a team of 20+ Search Ads 360 Specialists, with a strong focus on Mentoring and Upskilling new team members• Led multiple initiatives that significantly improved KPIs (Email: +1.4% and Chat: +2.9%) and Escalations reduced by 1%• Automated Internal Consult Repository, reducing Level 2 consults by 2% and maintaining these gains through the critical migration phase• Partnered with teams across ProdOps, Sales and Engineering to enhance product features, and fixed KM gaps which helped in achieving a 99% customer satisfaction rate• Drove process excellence projects through collaboration with internal and external stakeholders, resulting in an estimated saving of 5 FTE

• Successfully managed a team of 20+ Search Ads 360 Specialists, with a strong focus on Mentoring and Upskilling new team members• Led multiple initiatives that significantly improved KPIs (Email: +1.4% and Chat: +2.9%) and Escalations reduced by 1%• Automated Internal Consult Repository, reducing Level 2 consults by 2% and maintaining these gains through the critical migration phase• Partnered with teams across ProdOps, Sales and Engineering to enhance product features, and fixed KM gaps which helped in achieving a 99% customer satisfaction rate• Drove process excellence projects through collaboration with internal and external stakeholders, resulting in an estimated saving of 5 FTE

• Diligently monitored the ticket queues and assigned tickets before the response time SLA was breached, ensuring timely resolution and maintaining high service standards• Strategically assigned tickets to the respective Analysts based on required skill sets, enhancing the efficiency and accuracy• Routed or re-assigned tickets that were out of scope, ensuring proper handling and minimizing delays• Trained and guided new team members to ensure they were well-versed in product knowledge and process workflows

• Achieved an average productivity of 166 against a target of 88 per month while consistently meeting all OKRs• Resolved complex issues related to Search Ads 360 (formerly DoubleClick Search), ensuring quick turnaround time with 100% quality• Coordinated with cross-functional teams including ProdOps, Sales and Engineering to drive product feedback, and feature requests which helped in addressing customer pain points• Educated customers on product usage, from the basics to best practices, through multiple communication channels such as chats, emails and phone across regions (Americas, EMEA and APAC)

• Monitored overall success of Social Media Campaigns via Media Analytics, KPIs and Dashboards• Evaluated the effectiveness of Marketing Programs, and provided Market Analysis and Insights to Senior Stakeholders• Reported campaigns with In-depth analysis of the performance of Keywords, Ad copies and Bounce rates

• Managed seasonal Digital Marketing campaigns including creative and microsite development• Handled day-to-day SEM activities, including campaign planning, implementation, budget management, performance review and optimization of paid search campaigns• Troubleshooted and resolved client-related issues, and provided support via email and phone channels