GoogleProduct Support Manager - Google Drive
Jan. 2020 - Jun. 2022Boulder, Colorado, United StatesI transitioned into this role within six weeks while simultaneously managing Calendar and Tasks as Community PSM in the midst of a global pandemic. I developed and executed COVID-19 Response Plan for Drive Community which assisted in 24-hour forum coverage by Googlers and no major escalations through Q2/Q3 2020, receiving recognition from executive level leadership for this initiative. Furthermore, I was tasked with keeping cross-collaborative Leadership informed and engaged through varied cadences of reporting and analysis. As a PSM on Google Drive I manage the largest 1 to 1 support operation under the Google Cloud organization that includes phone, email, and chat across 3 languages with nearly 80 agents and over 340K cases a year. We have maintained CSAT > 80% for chat channels and CSAT > 70% for all email channels, we even observed increases in success metrics through the pandemic despite increased usage. Additionally, I ensured that we ended the year nearly 20% under budget ($2M Budget to date 2020) with continued declines in cost through 2022. Furthermore, I address escalations from company executives (including our CEO and CFO), Better Business Bureau and the Incident Management Team preventing multiple legal engagements with external users.I consistently engagee cross-functionally with UXR team to enact PSM Speaker Series resulting in increased utilization of our Menu of Services, especially Trusted Tester UX opportunities with Drive Product Experts. I executed 3 Trusted Tester opportunities amongst other research initiatives resulting in two tangible product changes on major launches for Google Drive.