Mountain View, California, United States
Directed training program operations for Google’s customer support org across 38 global locations, 17 countries, and 13K+ partner agents, for 10+ product verticals.
Managed curricula for Google Nest products, across multiple technical tracks and end-to-end program implementations to educate and upskill customer support agents.
Developed 8 training playbooks and SOPs to standardize best practices, reducing project lifecycle time significantly.
Developed training implementation strategy for 20+ Google product launches by coordinating with product & support teams to upskill customer support teams across global vendor locations.
Conducted needs analysis by overseeing performance metrics, employee feedback, & industry benchmarks, increasing return on investment (ROI) on learning & development initiatives.
Aligned training objectives with OKRs to optimize resource allocation.
Communicated cross-functionally to streamline training development and manage expectations from SMEs, vendors, product managers, launch PMs, product marketing managers, engineering TLs, department heads, directors, and VPs.
Mentored 10 team members on program management and project lifecycle processes to scale team operations.
Performed monthly audits on high touch customer calls, weighed in on the right approach, brainstorm, identifying gaps and proposing learning programs to support agent education.
