Amrita Rajivadekar

Program: Actionable responses for Merchant Center; Result: Reduced contact rate by 0.5% in 1H '24.

• Spearheaded a new program to enhance the clarity, and actionability of support content for Ads Safety & Merchants by forging an unprecedented partnership between gTech teams, Legal, and Trust & Safety
• Developed a data-driven framework to prioritize key content areas to improve actionability, fostering more strategic discussions with cross-functional stakeholders and aligning efforts with business goals
• Introduced a new success metric—Task Completion—to assess merchant self-sufficiency, reducing the overemphasis on support contact rate by established technical feasibility and securing Director-level approvals across gUP, gPTO, and gTech Ads
• Successfully scaled the pilot program into a repeatable, quarterly process, ensuring ongoing impact and continuous improvement

Program: End to End Knowledge Management for Ads Safety; Result: Mitigate the revenue at risk from product changes by $8-10B

• Oversaw the successful delivery of 300+ quarterly updates to internal and external policy content, demonstrating strong leadership in managing vendor teams and optimizing complex processes
• Proactively identified and resolved potential risks, ensuring smooth execution and minimal disruption to business operations
• Communicated effectively with leadership through weekly business reviews, providing timely updates and driving data-driven decisions

• Led a high performing team of 5 strategists focussed on successfully delivering content strategies for Google Ads support platforms; providing career development opportunities and day-to-day support
• Built a high-performing team from the ground up by 1) defining clear roles, responsibilities, and a comprehensive team charter 2) developing a robust roadmap of deliverables and securing necessary resources through stakeholder alignment 3) fostering a culture of collaboration and continuous learning

Program: Personalization for support content Result: Deployed personalization content strategy for Google Ads in-product help, help center and system emails, resulting in a + 5.7% in task completion and + 10% in CSAT

• Led semi-annual workshops to align team priorities, build roadmaps, and develop action plans with clear roles and responsibilities (RACI)
• Oversaw the creation of detailed Product Requirements Documents (PRDs) and providing constructive feedback
• Successfully secured engineering resources for roadmap implementation through collaboration with Customer Engineering
• Ensured successful roadmap delivery and communicating progress through regular newsletters and presentations at weekly/monthly business reviews with Director-level stakeholders
• Developed gTech Ads' perspective on key opportunities to enhance Ads customer self-sufficiency through support platforms, influencing engineering teams and product roadmaps, and securing VP-level approval through collaboration with gTech Ads and gPTO experts
• Providing career development coaching to two Google employees as part of the Women in Tech initiative
• Led Diversity, Equity, Inclusion, Belonging effort for a ~200 member organization by establishing Inspire, Amplify and Engage pillars and launching multiple programs incl. panel discussions, inclusivity builder etc under each pillar

• Drove $12 million in value-add consulting by partnering with premium clients to achieve their key business objectives by 1) deeply understanding client needs and conducting cross-functional gap analyses 2) mapping client objectives to tailored gTech solutions 3) securing client buy-in on joint technical plans and overseeing successful implementation

Program: Vendor Operations Result: deliver of 100+ audits/quarter that drove FTE time savings of 48% and a revenue uplift of ~$1.6M+

• Pioneered first ever scaling strategy/vendor operations for gPS Publishers to by pitching the solution and acquiring GCare Vendor Ops resources, $100K in Google News Initiative funding annually and 8 FTE resources for QA
• Developed and launched streamlined workflows for engaging vendors, sales teams, clients, and technical SMEs
• These workflows ensured vendor training, rigorous quality control, timely audit delivery, and continuous feedback integration
• Delivered regular performance updates and key metrics to senior leadership, including presentations at VP-level All Hands meetings, to ensure alignment and transparency on progress

• Product SME enabling publishers to grow revenue using Google Ad Manager and upskilling peers to be best-in-class consultants
• Successfully drove the implementation of Google Ad Manager for Group Nine (ARR ~$1.5M/month) and Yellow Pages (ARR $200K/month) by collaborating with customer + Google engineering teams to build migration plan, train customers and address gaps in customer requirements through custom features resulting in additional revenue opportunities for Google
• Protected $2.8MM+ in revenue by leading the successful migration of AdX Preferred Deals to Google Ad Manager for 100+ publishers by upskilling the consultants community on the migration process and providing them with timely support to resolve issues

Program: Efficient Support Model; Result: reduced reactive ticket efforts by 10% complemented by an additional $9M in value-add consulting

• Partnered with Sales leadership to drive a strategic shift in resource allocation, maximizing return on investment.
• Led cross-functional teams to develop data-driven recommendations and secure buy-in for a new client segmentation model.
• Streamlined vendor resourcing for long-tail clients through automated workflows.
• Led the creation of innovative solutions e.g solutions in response to COVID 19, tailored to premium client needs
• Monitored and reported on solution effectiveness and resource utilization to Sales leadership.

Program: Cases 2 Launch; Result: Operationalizing Cases 2, a new CRM system for an 80+ member team

• In the pre-pilot phase, represented gPS business needs to be critical features and worked with engineering teams to design routing logic for 50 variations of customer data
• Fostered a collaborative pilot program by establishing and training user groups, actively soliciting and incorporating their feedback to drive improvements
• Tracking and resolving bugs and feature requests to ensure seamless operationalization

• Successfully delivered end-to-end Google Ad Manager technical solutions for a $84MM, ARR21MM/quarter portfolio of top News & Publishing clients, ensuring YoY growth of 30%+ in programmatic revenue

• Implemented SAP system incl. CRM, ERP on platforms incl. UNIX, Linux with DB2, Oracle etc as databases for pre-launch validation of new product versions to customers
• Designed a data analytics tool (SAP Business Objects) to automate data extraction and transformation required for auditing global team of 24, decreasing human resource utilization by 40%
• Planned, developed and administered quality control project to detect and diagnose defects in SAP Business Suite on Amazon Web Services, bringing down defect density by 35%
• Enforced high quality standards of SAP systems by verifying cross-platform (Windows, Linux/ Oracle, MSSQL) interoperability, increasing Customer’s Net Promoter Score by 1.2%