Injects efficiency and scalability into the customer support process while surfacing actionable insights as the voice of the customer that impact and inform the product roadmap

Manages key supportability metrics for Payment and Account experiences including contact rate, escalation rate, and product CSAT.

Uses a metrics-driven approach in working with Product and Engineering to advocate for product or content improvements needed to improve supportability

Influences Product design and roadmap for optimal customer experience, and to help drive product adoption

Works with the GTM Program Manager on Support-readiness efforts, monitoring Product roadmaps and release schedules

Supports the creation and maintenance of internal and external facing Support content

Reviews escalated customer inquiries to identify product and content needs, and to help Escalation Engineers, Product and Engineering teams resolve complex customer issues

Ensuring that all products launch with integrity measures in place to protect our end users.

Leadership of large, complex, cross-functional programs within Facebook and with external partners to enhance creation of new product experience that further marketing and business goals.

Management of ramp readiness with internal teams as well as external partners.

Monitoring post-launch impact to assess effectiveness of support.

Team coordination, leadership, and OKR ownership to assure continual refinement of best practices for efficient and scalable end-to-end frameworks for launch process management.

Tools and Analytics lead for Maps and Earth product support team with requirements development, project management, and implementation of user outreach and user voice analysis tools and solutions for internal product and operations teams.

Training and documentation lead for product support new hires including creation of data site to house all policies, procedures, training materials, report repository, and embedded dashboards.

Helping users get the most out of Google's products and helping Google's product managers and engineers do the most for our users as the lead for Google Earth Product Operations. Includes management of help center, community forums, beta programs, social support, launch support, and actionable user insights.

Impacting the product roadmap as the voice of the user with actionable data and location driven insights directly with Product, Program, Engineering, and UX teams. Project creation, project management, and cross-functional leadership across multiple Google departments to facilitate continuous improvement in operations to drive gains in efficiency, cost savings, productivity, and automation.

Creator and team lead for Success Metrics Scorecard and monthly team metrics business reviews developed to determine if we are objectively and quantitatively achieving success as a team and to unify and prioritize our work on efforts that have a positive impact on our top metrics.

Owner of product launch communications, support readiness, post launch landing insights, and iterative feature improvements

Received 17 awards and spot bonuses for exceeding expectations on high impact deliverables across multiple departments

Total Product Ownership of entire Managed Security Services product line including hosted and cloud-based offerings for Firewall, Intrusion Prevention Systems (IPS), Security Information and Event Management (SIEM), Unified Threat Management (UTM), File Integrity Monitoring (MFIM), and Identity and Access Management (IAM).

Product Development for new SaaS and IaaS based products and evolution of current offerings.

Full P&L responsibility of managed products, definition of product specifications, documentation, creation of marketing collateral, and pricing.

Responsible for all pricing and custom price setting and approval for owned products.

Support for Server Services offering including Operating Systems Management, Monitoring Services, and Software Licensing.

Salesforce (SFDC) dashboard creation and Oracle Reporting to create Managed Security Services yearly forecast based on a personally developed algorithm consisting of multiple variables including suggested pricing, forecast billings, downgrades, new product releases, product feature upgrades, sales funnel, and historical performance.

Daily interaction with Sales and Pricing teams in support of existing customers and closing new opportunities.

Use of MS Access to create sales opportunity tracking application to coordinate sales interactions.

Created multi-year content plans including technical specs and schedules at the one degree Cell/Block and City/Metro level. Transitioned plans to Production team where I assured timely execution of content plan. Coordinated with Online Services team to successfully load/deliver imagery to appropriate customers per contractual agreements.

Took control of content selection process to assure best/smartest set of satellite imagery strips for quarterly production. Streamlined and improved strip selection process resulting in maximum new or updated imagery content for customers over areas of highest interest. Developed long-term imagery content plan to meet the requirements of our largest commercial customers.

Presented on site to multi-million dollar organizations consisting of quantitative analysis and recommended solutions and strategies that would best maximize overall profit margins and customer satisfaction for all stakeholders.

Led cross-functional teams for Global Basemap Metro product line resulting in product definition, production, delivery, and eventual transition into a larger product family.

Grew Global Basemap Metro product line from 200, then 500, and now 800+ worldwide metro areas to help successfully lure in 7 figure contracts.

Provided statistical analysis and recommendations on long term data strategy to internal and external senior leadership resulting in the procurement of multi-million dollar accounts with aforementioned customers and continued to manage and evolve the product offering.