January 2003 — July 2010
- Gmail (2003-2006): I was awarded an EMG (now OC) and Founder's award for my contributions to Gmail. With Roy Gilbert, recruited, hired, trained and managed the original Gmail support team. Wrote majority of Gmail support content and some marketing content prior to launch. Team was able predict and plan a strategy for handling a large number of user issues prior to launch. However, interest in Gmail was beyond expectations and team was able to quickly change direction. Unanticipated volume led to many of the the support automations and innovations that are still in use today. Post invitation period led to additional abuse prevention innovations that are also in use today.
- SQE (2006-2007): Managed teams in Hyderabad (2006) and Mountain View. Helped Hyderabad team refine and broaden its role within the global SQE operations.
- Consumer Operations (2008-2010): With Dana Jermanis and Jonathan Krafcik, led the development of a new forum platform that has been adopted by more than 95% of the Google teams involved in social media. Conceived of and hosted global summit to bring together 200 Googlers involved in social media. The summit included keynotes and sessions led by Google users, as well as Intuit founder Scott Cook, Randy Farmer, Charlene Li, and other local leaders in social media.