Résumé

Experience

Manager, Product Support Operations & Strategy

Advocated for the voice of consumers across a suite of cloud-based products, integrated a user-centric point of view into the product development process, and designed support strategies that enhanced how users experience Google’s products.
Led team in 3-year journey of scaling consumer product support for learning management tools (approximately 200M Daily Active Users); built support network for a user base that tripled during the COVID-19 pandemic.
Devised parameters and weighted scoring process for systematic identification of multimedia opportunities across approximately 40 product help centers; equipped team of creatives with a comprehensive, strategic framework for justifying and positioning multimedia for optimal user engagement.

Logistics Manager

Managed 3rd party logistics account relationship on behalf of North America Lubricants operations, representing $82M in operational expenditure; delivered 35% increase in truckload volume in one year.

Operations Manager

Led 18-man unionized crew of plant operators at a lubricants manufacturing facility in the wake of a refinery fire; achieved 95% reliability performance without safety incident.

MBA Leadership Development Program

Rotated across multiple business units over the course of two years, providing consulting and advisory services in the form of - 1.) Standardizing Key Performance Indicators for a global Management Operating System 2.) Managing just-in-time negotiations imperative to distributing ~$200M/month of network supply 3.) Project management support and business model analysis for a sales agreement

Project Manager

Mapped plans for natural gas pipeline upgrades worth up to $6.4M throughout the midwestern and southern United States, overseeing the valving design and construction process from end-to-end.