AnnMarie HillSUMMARY
Business operations and development executive with extensive experience in developing, implementing, and leading operational strategies for both startups and global leaders in the tech industry. Expert in analyzing and designing processes for complex operational challenges. |
anniehill@gmail.com
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CAREER ACCOMPLISHMENTS
Decreased user wait time by 92% by redesigning operational processes
Eliminated 80% of manual reporting by automating monthly client performance data analysis
Increased new hire ramp-up speed by 70% through launch of new hire onboarding process
Reduced manual support operations 45% by implementing various online help channels
Decreased user wait time by 92% by redesigning operational processes
Eliminated 80% of manual reporting by automating monthly client performance data analysis
Increased new hire ramp-up speed by 70% through launch of new hire onboarding process
Reduced manual support operations 45% by implementing various online help channels
PROFESSIONAL EXPERIENCE
2014 - 2015 MEDIA CAUSE OPERATIONS DIRECTOR
Responsible for designing & implementing organizational effectiveness at start-up digital marketing agency for nonprofits. Improved CEO decision-making by designing a revenue-forecasting tool & employee capacity planning model. Implemented a company-wide project management tool, resulting in quicker turnaround times for client deliverables, increased cross-functional collaboration, and individual employee efficiency gains.
2013 – 2014 GOOGLE GLOBAL PROCESS MANAGER
Shadowed frontline vendor agents in various global offices to understand pain points, as well as identify areas of success, both used to standardize global operational processes. Developed and launched a standardized, global quality framework for Google’s vendor operations group touching upon reporting, sampling, roles and responsibilities
2011 – 2013 GOOGLE OPERATIONS & SUPPORT MANAGER
Managed the outsourced vendor operations & support team, responsible for providing customer support and assessing program eligibility in 15+ countries. Redesigned program's operational processes, decreasing user wait time from +60 days to under 5 days. Analyzed program metrics to identify areas for efficiency gains in operational processes, need for refresher trainings, impact of engineering/PR efforts on vendor capacity and headcount.
2007 – 2011 GOOGLE SENIOR STRATEGIST
Spearheaded global operations and program support for the Google Ad Grants Program. Designed a robust self-service user support model, including the customized online help center, interactive issue troubleshooter, and PDF how-to guides. Managed support CMS & knowledge base.
2004 – 2007 GOOGLE SALES ACCOUNT MANAGER
Managed over $12M in quarterly revenue as an AdWords Account Manager.
2014 - 2015 MEDIA CAUSE OPERATIONS DIRECTOR
Responsible for designing & implementing organizational effectiveness at start-up digital marketing agency for nonprofits. Improved CEO decision-making by designing a revenue-forecasting tool & employee capacity planning model. Implemented a company-wide project management tool, resulting in quicker turnaround times for client deliverables, increased cross-functional collaboration, and individual employee efficiency gains.
2013 – 2014 GOOGLE GLOBAL PROCESS MANAGER
Shadowed frontline vendor agents in various global offices to understand pain points, as well as identify areas of success, both used to standardize global operational processes. Developed and launched a standardized, global quality framework for Google’s vendor operations group touching upon reporting, sampling, roles and responsibilities
2011 – 2013 GOOGLE OPERATIONS & SUPPORT MANAGER
Managed the outsourced vendor operations & support team, responsible for providing customer support and assessing program eligibility in 15+ countries. Redesigned program's operational processes, decreasing user wait time from +60 days to under 5 days. Analyzed program metrics to identify areas for efficiency gains in operational processes, need for refresher trainings, impact of engineering/PR efforts on vendor capacity and headcount.
2007 – 2011 GOOGLE SENIOR STRATEGIST
Spearheaded global operations and program support for the Google Ad Grants Program. Designed a robust self-service user support model, including the customized online help center, interactive issue troubleshooter, and PDF how-to guides. Managed support CMS & knowledge base.
2004 – 2007 GOOGLE SALES ACCOUNT MANAGER
Managed over $12M in quarterly revenue as an AdWords Account Manager.