Leading a distributed team of 60+ designers, researchers, and technical writers to deliver intuitive, effective products that empower our customers to keep their data and people safe.

Led a team of 40+ designers and researchers to continuously innovate and improve Google Ads' intelligent CRM, customer support, and analytics tools, resulting in high customer satisfaction and increased revenue. Partnered with Ads Marketing to improve onboarding experiences for SMB advertisers. Championed a customer-first approach and utilized service design methodology to document touch points across Sales, Marketing, Product, and Support, driving new customer acquisition strategy and product roadmaps across multiple PAs.

Led a distributed UX team to create a novel point-and-click tool for mapping customer records and reconciling customers' identity across systems, resulting in a complete, up-to-date, contextually relevant profile. Initiated cross-functional workshops to identify workflows between service desk, case management, and order management and fulfillment systems. Created Dreamforce demos showing customer success stories, illustrating how Users and Salesforce teams co-create new products. Impact: Increased participation in Salesforce research; launched and landed Service/Commerce integration pilot; Reduced case resolution time by over 50%.

Managed a distributed team of UX and product designers who created tools that empower Admins, Developers, and ISV partners to extend and customize Salesforce using both programmatic and declarative, low-code UI. Employing design thinking and methodology, we united cross-functional teams of engineers, researchers, technical writers, product marketers, and product managers to deliver powerful, accessible experiences for enterprise businesses.

Products included Lightning Setup, Lightning App Builder, Process Builder and Flow, Salesforce Developer Experience (SFDX), Salesforce AppExchange, Data Integration, Transaction Security, and Shield. We also work with the Global Identity team to help connect core business units with new acquisitions, creating a cohesive experience for customers who manage multiple Salesforce products.

Led design of ad scheduling and budget features in creation flows, and delivery performance metrics in Insights products. Worked with cross-functional teams to assure delivery experiences were envisioned, optimized and implemented consistently across all ad products platforms. Proposed integration strategies with internal Facebook CRM tools.

Created products for advertisers and internal ecosystem maps.

Designed and shipped new implementations of Relevance Score in Ads Manager and Power Editor.