Résumé

Experience

Google

People Manager, Product Operations & Consumer Experience

Led a high-performing team to develop global operational infrastructure and enablement frameworks for a diverse portfolio of Google Workspace and Google for Education products, managing performance standards and omnichannel support for user bases up to 1B Daily Active Users (DAU).

  • Global Program Activation & Launch Readiness: Orchestrated the operational readiness and user support strategy for Google’s digital learning infrastructure (~200M DAU) by deploying an omnichannel framework to manage a 3x increase in demand; leveraged quantitative feedback loops to pinpoint the primary issue driving ~50% of user-reported issues.

  • Multimedia Enablement & Content Strategy: Architected an evaluative framework for optimizing content deployment across 40 consumer Help Centers, defining the logic to translate subjective creative choices into quantifiable data parameters; replaced a weeks-long manual review process with a near-instantaneous scoring mechanism that achieved 65% accuracy and successfully scaled decision-making via third-party vendors without sacrificing quality.

  • Community Activation & Brand Loyalty: Directed an emergency response Community Forum strategy for Google Workspace and Google for Education products by recruiting and deploying 100+ volunteers to manage a 7x spike in Community Forum engagement while preserving a signature standard of care, empathy, and brand loyalty.

  • Operational Insights & Performance Tracking: Conceptualized an experience feedback platform unifying qualitative and quantitative data streams; translated user insights into a cohesive strategic narrative and developed a viable prototype for enterprise roadmap prioritization.

  • Global Program Governance & Compliance: Managed cross-functional operational workflows across product, support, and legal teams to ensure absolute compliance with complex global consumer regulations, safeguarding the user journey while protecting the brand from multi-million dollar regulatory risks.

  • Regional Leadership & Change Management: Facilitated structural operational shifts and standard-setting for a 450+ manager community, launching live executive speaker series, peer mentoring sessions, and spearheading the dissemination of global operational standards during enterprise-wide transitions.

Chevron

Logistics Account Manager

Managed a multi-million dollar third-party logistics (3PL) partnership, overseeing end-to-end supply chain execution.

  • Strategic Partnership & Budgetary Rigor: Directed an $82M Opex partnership within a matrixed organization; delivered a 35% increase in network volume through rigorous 3PL KPI/SLA performance tracking, milestone management,  and strategic stakeholder alignment.

  • Enterprise Systems Transition: Led the cross-functional migration to SAP Transportation Management System; reduced operational friction through hands-on change management, process-gap identification, and use-case training for diverse stakeholder groups.

Operations Manager (Warehousing and Inventory)

Directed 24/7 operations and safety protocols for a manufacturing and warehouse facility, consistently maintaining over 95% operational reliability.

  • Crisis Operations & Governance: Implemented an incident command structure following a major refinery fire, achieving 95% operational reliability within a $2.7M operating budget.

  • Talent Management & Process Design: Authored and deployed repeatable Standard Operating Procedures (SOP) and operational playbooks from scratch while simultaneously reorganizing staff responsibilities to align with team strengths, resulting in improved shift efficiency and functional excellence.

MBA Leadership Development Program

Rotated across multiple business units over the course of two years, providing consulting and advisory services. 

  • Global KPI Governance: Developed standardized profitability and efficiency KPIs adopted as a global Management Operating System.

  • Commercial Relationship Management: Sustained business-critical relationships with external oil and gas trading partners to enable just-in-time negotiations imperative to distributing approximately $200M/month of network supply. 

El Paso Corporation | TransCanada

Project Manager

Managed multi-million dollar physical infrastructure upgrades of high-stakes utility assets.

  • Capital Projects: Managed the full lifecycle of $6.4M physical infrastructure upgrades; authored comprehensive Scopes of Work (SOW) from the ground up, defining technical specifications, contractor deliverables, and rigorous safety milestones for natural gas pipeline upgrades across the Southern and Midwestern United States.

  • Vendor & Fabrication Oversight: Directed competitive bidding processes and organized fabrication and construction crews, ensuring all builds met engineering standards and were delivered on schedule and within budget.

Education

  • Master of Arts in Transdisciplinary New Media

  • Master of Business Administration

    Bachelor of Science in Civil Engineering

  • Graduate Gemologist Diploma