Technical Program Manager | Think With Google

• Nov 2021 - Present

Technical Program Manager on the Marketing Automation Team at Think With Google (provided by Scopus IT). Technical Program Manager on the Marketing Automation Team at Think With Google (provided by Scopus IT).

Certified SPINNING® Instructor (Indoor Cycling)

• Dec 2018 - Present

Program Manager - New Product & Service Introduction - Business Operations

• Jul 2021 - Oct 2021

Lead Salesforce Global Support readiness across 60+ annual product launches. Readiness includes headcount planning, training, support playbooks, self-help documentation, case routing taxonomy, change management and internal launch communication.

Senior Program Manager, Tableau Customer Success

• May 2020 - Jun 2021

Lead global, multi-quarter programs that are driving transformational change in Tech Support. Create project plans and workback schedules, define tooling requirements and wireframes, develop global comms and readiness plans, measure success against KPIs, and report regular status updates to VP and SVP.

Senior Escalation Account Manager

• Aug 2019 - Mar 2020

Provide the highest level of support to Tableau's most strategic customers and ensure they're getting maximum ROI from their Tableau investment. Engage resources across the Tableau organization (Development, Sales, Support) to expediently deliver "path to green" for the customer and de-escalate. Exec level visibility both inside and outside Tableau, with regular updates to the VP of Support and SVP of Customer Success. Provide the highest level of support to Tableau's most strategic customers and ensure they're getting maximum ROI from their Tableau investment. Engage resources across the Tableau organization (Development, Sales, Support) to expediently deliver "path to green" for the customer and de-escalate. Exec level visibility both inside and outside Tableau, with regular updates to the VP of Support and SVP of Customer Success.

Google Cloud Senior Program Manager

• Sep 2016 - Apr 2018

Project manage global multi-quarter programs to help scale Google Cloud Support. Manage incident response and social media support programs.

Certifications and Third Party Ad Serving Team Manager

• Oct 2014 - Sep 2016

Manage a global team of 11 people and ensure third parties running on Google inventory meet our policy and technical guidelines across AdX, AdWords, the Google Display Network, and YouTube.

Ad Tech Specialist - YouTube

• May 2012 - Sep 2014

-Internal point of escalation for ad serving, rendering, reporting, and discrepancy issues-QA new ad formats and participate in product readiness-Participated in the largest ad server migration ever when YouTube moved from legacy DART to the new DFP.

Ad Management Consultant

• May 2010 - Apr 2012

- Project-managed, implemented, and deployed DoubleClick products.-Completed over 65 implementations with new and existing publishers. -Track record of 100% client satisfaction on all consulting and implementation projects.-Specialized in DFP Mobile product implementations on mobile web and mobile applications-Core responsibilities included: - Advising publishers on network setup and trafficking best practices. - Explaining DoubleClick tagging requirements to web developers. - Reviewing iphone and Android SDK functionality with mobile app developers.

DoubleClick Technical Services Analyst

• May 2009 - Apr 2010

-Provided customer support on the DART For Publishers 866 line and email queues.-Served as Mobile Subject Matter Expert and point of escalation for DoubleClick Mobile questions.- Submitted over 30 editorial Help Center revisions and wrote 4 new articles.- Honed troubleshooting skills in JavaScript, Flash, XML and HTML by using sniffers and debuggers such as Firebug and Charles.- Wrote SQL queries and developed understanding of proxy server and ad server concepts.

AdWords Account Manager

• Oct 2007 - Apr 2009

- Account Manager in a three person pod named "Are You There Pod? It's Me, Margaret" in the Auto Vertical- Managed a portfolio of 82 accounts - Main client contact for billing and any escalations, as well as all Google product questions, such as Google Analytics, Google Checkout, and AdWords Conversion Tracking.- Participated in quarterly client visits, optimized pay-per-click campaigns, and conducted client-facing webinars to promote feature adoption.

AdWords Account Associate

• Mar 2007 - Oct 2007

- Provided customer support on the AdWords 866 line, chat room, and email queues.- Achieved 'Exceeds Expectations' on phone and email quality reviews - the only person in the Ann Arbor office to do so.- Invited to join the Phone Quality Team to help review service calls and mentor new team members on improving customer service skills.

Resident Advisor

• 2004 - 2005

-Broke up numerous athlete parties between 2 and 4am-Stopped overflowing toilets by cutting off the water supply-Responded to false fire alarms-Prevented a kitchen fire by waking up a resident who fell asleep while cooking rice-Helped residents get into their apartments after they locked themselves out, usually between 2 and 4am-Started the first recycling program in my building, which consisted of filling my Hyundai Accent to the roof with smelly recyclable food and milk containers and driving 15 minutes to Southfield to drop everything off -Planned an epic Anti-Valentine's Day Party with over 100 attendees on $0 marketing budget. Thanks to Facebook and a Xerox machine in the Housing Office, I was able to spread the word