# Gangotri Patwardhan > Program Leader | AI x CX x Enablement | Ex-Google | Building Scalable Training @ Zoox! Location: Fremont, California, United States Profile: https://flows.cv/gangotri I’m a strategic program leader with deep experience across quality, training, and systems enablement—previously at Google and now building scalable solutions in the AV space. My work focuses on designing programs that connect data, customer experience, and operational excellence. I’ve led initiatives in LMS implementation, AI-driven QA automation, chatbot evaluation, and training strategy—always with a focus on impact, scalability, and clarity in complex environments. I’m passionate about cross-functional collaboration and enjoy solving tough operational problems with a blend of empathy, systems thinking, and forward-looking tech. ## Work Experience ### Senior Program Manager @ Zoox Jan 2025 – Present | Foster City, CA ### Training And Quality Manager @ Kikoff Jan 2025 – Jan 2025 | San Francisco, California, United States ### Program Manager @ Google Jan 2019 – Jan 2024 | 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. ### Training Content Developer @ Google Jan 2015 – Jan 2018 | Palo Alto, California, United States Led content development for product-based technical knowledge and customer support processes for Nest customer support agents. Created curricula and learning paths for 7+ agent profiles at different levels of technical seniority. Developed training solutions utilizing a blended approach with multiple modalities including instructor led sessions, scenario-based troubleshooting, e-learning, group discussions, videos, activity-based training, self-paced. Reported training metrics at the monthly customer support townhall meetings by developing LMS data based insights like monthly content consumption, average scores, quantitative effectiveness rating. ### Instructional Design Intern @ Genentech Jan 2015 – Jan 2015 | San Francisco Bay Area - Developed learning courses based on global supply chain management. Worked on planning, analyzing, designing, developing and reviewing phases - Developed learning modules using Articulate Studio, Articulate Replay, PowerPoint and iMovie - Collaborated with SMEs to synthesize content ### Instructional Design Intern @ Yanset Career Innovation Center Jan 2014 – Jan 2015 - Designed content following the classical ADDIE model by utilizing scripting and storyboarding - Produced media rich explainer videos for increasing the market impact of Yanset - Built a scenario based career assessment system utilizing MBTI personality inventory - Designed graphic assets and mockups ### Associate Project Manager - Instructional Design @ eNyota Learning Pvt. Ltd. Jan 2011 – Jan 2013 | Pune Area, India - Led a team of instructional designers, graphic designers and quality analysts to create end to end learning solutions (ILTs and WBTs) for several global clients - Delivered quality assured, graphically rich solutions that covered varied learning styles - As an instructional designer, performed needs analysis, helped define project requirements by consulting solutions to clients. Designed instructionally balanced content by means of storyboards, scripts, scenarios and assessments - As a developer, designed e-learning modules, demos, POCs, templates, themes using Storyline, Articulate studio, Captivate, Camtasia, Lectora, Claro, Audacity, and PowerPoint ### Junior Associate @ Tech Mahindra Jan 2008 – Jan 2009 ## Education ### Postgraduate Certificate in Instructional Design and Delivery UCSC Silicon Valley Extension ### Master of Business Administration (MBA) in Information Technology Savitribai Phule Pune University ### Bachelor of Computer Applications in Computer Science Savitribai Phule Pune University ## Contact & Social - LinkedIn: https://linkedin.com/in/gangotrip --- Source: https://flows.cv/gangotri JSON Resume: https://flows.cv/gangotri/resume.json Last updated: 2026-04-13