Mountain View, California, United States
Product: Google Business Messages (Business Messages is a rich, asynchronous messaging service that enables users to engage with brands from a variety of entry points, including Google Search, Maps, Ads, and the brand's own channels)
Goal: enable businesses to connect with customers directly via rich messaging
• Merchant and Partner Onboarding: Owned product vision and product strategy to simplify merchant and partner onboarding on Business Messages. Reduced onboarding time from ~6 days to instantaneous via automation. Owned merchant and partner consoles, and launched new features such as streamlined registration, helper bots, versioning of messaging agents, supporting automated imports from Google My Business accounts. Designed north star metrics, collaborated with business development teams and onboarded new customers (including large brands, SMBs and partners) on the channel.
• Growth: Led GTM strategy for targeting certain verticals and markets. Drove ~10x merchant growth (including large brands and SMBs) for the product, which led to ~5x session growth for messaging volume on the channel. Collaborated with Shopping, Search and Ads teams for unlocking new entry points for the product. Collaborated with stakeholders across multiple orgs at Google, handled shifting priorities, conducted pilot programs and evaluated metrics prior to rollout.
• Conversation quality: Led product roadmap for platform features to improve the speed, efficiency, quality and privacy of conversations on the channel. Led consumer UXR studies and interviewed merchants and partners to prioritize key features on the channel. Aligned multiple cross-functional teams and led these features from design to implementation, testing and launch: HIPAA compliance (unlocked health vertical on the channel), Handover protocol (allowed multiple partners to collaborate on the channel), File sharing on the channel, Conversational AI powered by DialogFlow.