• Managed a portfolio of 4 programs per quarter, managed OKRs, led multiple project teams made up of tech and non-tech members and communicated updates to stakeholders across all levels of the organization, including quarterly presentations to Directors.
• Developed project documentation e.g. project charters, project plans (including milestones and dependencies), PRDs, budget burndown charts, stakeholder maps, risk mitigation plan and retrospectives.
• Worked cross-functionally with Product, Engineering, UX, Marketing, Legal and Privacy teams to build, test and launch features for products with over 20M monthly active users.
• Developed processes to ensure efficient testing of products during alpha and beta stages.
• Collaborated with Product Managers, Marketers, Tech Writers, and Developer Relations to launch to maintain high quality internal system documentation and external user documentation (help articles, developer articles, product videos, blog posts) for multiple products.
• Improved processes - Automated support ticket responses to reduce effort to support each client by 38% whilst maintaining customer satisfaction.
• Launched learning & development program for 2,820 employees that increased their day-to-day task completion efficiency by 30%.
• Developed and led an employee training program for the Sales team to upskill 1,200 members with marketing product knowledge - 96% strongly agreed the program helped them build useful product knowledge and user empathy.
• Partnered with product, engineering and instructional designers to leverage a learning management platform, adult learning theories e.g. Experiential Learning Theory, and in-product guided flows to build courses reaching over a million Google users per annum via the Google Skillshop platform.
• Partnered with online education platforms e.g. Udacity and Coursera to develop curriculums and launch courses to provide free education to 800,000 members of the public to help them build digital skills.
