Aug 2023 – Jul 2024 · 11 mos

• Supervised a portfolio of 350+ members including team managers, team leaders and research associates who are aligned to their individual OKR’s.
• Defined a program or project’s scope, including resource allocation and strategy for managing risk and quality throughout the program or project lifecycle.
• Created and managed multiple projects simultaneously in Google Cloud Marketing (GCM).
• Identified requirements for cross-functional teams and external vendors
• Employed critical thinking and project management skills to govern a program or project from every angle; foresee risks and proactively seek resolution early in the project life cycle.
• Contributed to process documentation and made recommendations to improve consistency and efficiencies across future programs and projects.
• Contributed to program and project assessment protocols for evaluation of performance and quality.
• Managed revenue of the vertical leading sales & account management program for Google Cloud Products across various markets.
• Performed In-depth research and created go to market strategy to increase revenue through strategic sales solutions.
• Tracked the success rate of enrichment activities performed by research analysts on the leads generated by google platforms.
• Ensured 90%+ conversions of enriched data to MQL in order to collaborate with the sales team for a successful sales cycle.
• Driven the team to achieve process SLAs / metrics – productivity and quality targets within the established timelines.
• Planned for resources based on volume projection and current available head count and allocated responsibilities.
• Managed customer relationships through regular communication with clients through weekly/ monthly reviews.
• Ensured compliance to the set standards/norms in order to adhere to quality standards and other compliance norms.

Mar 2021 – Aug 2023 · 2 yrs 5 mos

• Supervised a team of 125 members (Consultants and Team Managers) who work as Customer Success managers (CSM) for Google Ads clients.
• Drove business operations with cross-functional processes to define fungibility within teams for cost optimization and resource utilization.
• Collaborated with process excellence team to ensure automation of product/processes to avoid leakages and dependability on manual efforts to solve complex problems.
• Transitioned managed service provider (MSP) teams within in-house google process to ensure minimum vendor dependability.
• Ran agile and lean sigma based projects to enhance service quality.
• Tracked and delivered proactive services like support case monitoring, service reviews, escalation management services, customer delivery plans, customer retention, etc.
• Guided CSMs to engage and collaborate with internal support teams to ensure that there is always a one Google communication with customer.
• Communicated and coordinated with departments across the organization including Sales, CSM, QA, Program Management, and Product Management to achieve a common goal.
• Drove team to achieve process SLAs / engagement metrics with customers.
• Maintained and improved CSAT through optimized service quality and end-to-end client experience.
• Planned for resources based on volume projection of customers and current available head count and allocate responsibilities.
• Participated in regular 1:1 meetings with the team to help create development plans to improve performance.
• Managed and resolved customer escalations which were sent to Google leadership.
• Attended customer calls and meetings, proactively flag issues and prevent escalations.
• Managed Internal Leadership and stakeholders through regular communications (weekly/ monthly/quarterly reviews).
• Facilitated Cross-functional collaboration across global teams.
• Conducted performance appraisals for team members and hold effective yearly performance reviews.

Aug 2019 – Mar 2021 · 1 yr 7 mos

• Lead a team of Digital Marketing Strategists who work collaboratively with in-country Business teams.
• Achieve quarterly goals and growth objectives for multiple segments.
• Partner with in-market Business teams to develop growth plans to be actioned by the team. Motivate the team to deliver the benefits of Google’s ad solutions to all levels of the organization.
• Collaborate cross-functionally with Business, Marketing, Product and Program Management teams to enable Google’s go-to-market and growth strategy for the Large Client Sales(LCS) and Olympus clients.
• Unpack strategies into projects and deliverables for the team. Help the team to achieve its goals.
• Understand issues, trends and perspectives that may influence enforcement and operations.
• Identify problems and issues and create programs and processes to solve them proactively.
• Suggest innovative approaches to solve issues at scale and is able to lead the team to use technological solutions to build efficiencies in operations.

Jun 2018 – Jul 2019 · 1 yr 1 mo · Hyderabad Area, India

• Communicate SLA to enabler functions based on timeframes.
• Oversee the performance of new on boards and ensures coaching of the team.
• Analyze areas for improvement for meeting program objectives and participates in establishing Quality Improvement Projects for the program.
• Cascade essential information and updates to team through the weekly meetings.
• Provide regular and periodic feedback to the Program Manager on the team performance for coaching and appraisal purposes.
• Ensure that immediate supervisors are appraised on significant program activities, issues and concerns through emails, meetings and weekly reports
• Collaborate with the team and clients and assists the Operations manager with managerial activities as needed.
• Drive team to achieve process Service Level Agreements / metrics ie productivity and quality targets within the established timelines.
• Maintain operations rigor around daily huddles, visual management, knowledge management, cross training etc.
• Ensure optimum resource utilization through cross training initiatives and buffer management.
• Interface with other departments for getting required assistance or support for the team.
• Engage with other processes to understand and implement best practices.
• Manages project risks and issues, ensuring that project team members are actively involved in the identification and where appropriate the ownership of risks, initiating corrective action where necessary.
• Ensure tracking and collating of Quality (internal, external & client facing) data is performed accurately through BPS Quality Report.
• Participate and provide inputs during Solution development activities Build relationships with line managers or portfolio owners in the customer organization.
• Ensure appropriate distribution of work among direct reports.
• Responsible for Performance management and career development of the team members.
• Responsible for driving Reward & Recognition and employee engagement.

Jun 2016 – Jun 2018 · 2 yrs · Hyderabad Area, India

• Supports team manager and performs management duties when manager is absent or out of office
• Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
• Assists management with hiring processes and new team member training
• Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance
• Communicates deadlines and goals to team members
• Develops strategies to promote team member adherence to company regulations and performance goals
• Conducts team meetings to update members on best practices and continuing expectations
• Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines
• Ensures company brand materials and physical working spaces meet and exceed company presentation standards
• Provides quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints

Jun 2015 – Jun 2016 · 1 yr · Hyderabad Area, India

• Manages and monitors all installed systems and infrastructure for the organization to be in line with company guidelines or SOP (standard operating procedure).
• Defines customers’ needs and functionality in a service development cycle.
• Assists in the coordination of various teams testing and evaluating for the development of design and its implementation of the best output.
• Installs, configures, and tests operating systems, application software, and system management tools.
• Ensures the highest level of systems and infrastructure availability.
• Implements warranty and support activities.
• Evaluates the existing systems and provides the technical direction to IT support staff.
• Plans and implements system automation as required for better efficiency.
• Oversees the development of customized software and hardware requirement.
• Collaborates with other professionals to ensure high quality deliverables within organization guidelines, policies, and procedures.
• Deals with work process, optimization methods, and risk management tools in the given projects for the successful accomplishments according to the requirements of the stakeholders.