google business intelligence
Technical program manager
Google - gTech > gData - Business Intelligence. London (2019 - 2021)
the problem
I worked as a Technical Program Manager at Google, in gTech. This is an organisation that builds internal tools for Google employees.
My team was focusing on Business Intelligence. We generated solutions for the Customer Support team of Google Ads.
There was the need to build one reporting tool for all Google Ads Customer Support teams, to track Business and Operational metrics.
Previously, there was a proliferation of ad hoc reports, not a clear taxonomy of metrics, too many tables that had restricted permissions and, in general, an inefficient way of comparing performance between teams.
There were also conflicting priorities, as the requirements came from four different sub-teams that were represented by four different Product Managers.
THE contribution
Time to deliver reduced in 1 quarter. Increase 13points Customer Satisfaction
* 30% decrease in custom report requests on the 1st month, and after training iteration, 100% adoption of the tool.
* Generated an Org wide transformation in the reporting of Operational metrics of the teams. This ended up being a key factor to secure Headcount for the next financial cycle.
* The Program grew and I managed to scale the Front End team and hire a second TPM to help with the coordination and execution of the Program.
* Customer satisfaction increased in 13 points
* The solution was replicated in Google Maps organisation
* Reduced time to deliver in one quarter by shortening migration steps to the end solution. This helped to keep the end users (Customer Support agents) engaged in the process and avoided friction.
* Created a taxonomy of metrics, consolidating naming convention and generating automatically a glossary based on the code. 5x Less metrics (from 1k to 200) .
* Influenced in the Product Roadmap pivoting, by listening to the clients’ needs (based on quantitative and qualitative data with traffic monitoring, surveys and interviews).
* We obtained 12x more traffic in our tool.
the learnings
Stand by my truth, my gut feeling and the customers’ needs above all. Even if it is not a popular opinion.
Negotiating and influencing works better with structured and categorized data.
I also grew my knowledge about Data Analytics, Google Ads and Product Management.