Stefana Doan

Product Excellence Strategy & Flawless Launches: Executed end-to-end launch readiness for a unified platform ecosystem.

• Launch Execution: Directed operational readiness for deployments across 7 major Product Areas (6 more planned for 2026), ensuring seamless user experiences post-launch.
• Risk Mitigation: Resolved critical product gaps and blockers (e.g., compliance/UX conflicts) to secure stakeholder buy-in and go-live approval.

Championing User Voice & Influence: Translated complex user feedback into actionable roadmap decisions with Product and Engineering.

• Product Quality: Led UAT strategy, overseeing ~140 test cases and resolving 400+ bugs ahead of schedule to improve quality and reduce friction.
• Strategic Advisory: Advised leadership using data-driven insights to influence product decisions and resource allocation for top user issues.

Organizational Design & Team Development: Cultivated a high-performing, user-centric culture rated "Excellent" by direct reports.

• Manager Effectiveness: Earned 5.0/5.0 Manager Insight scores in "Delivering Results" and "Building Community" (2025).
• Talent Growth: Mentored team members on career paths, fostered active coaching, and championed promotions.

Managed strategic financial planning and workforce modeling for Google Cloud’s hyper-growth phase.

• Strategic Initiatives: Built the TVC Strategy for Cloud Marketing (600+ TVCs), utilizing data insights to drive a 27% reduction in supplier fragmentation and $5M in savings.
• Product Experience: Designed and implemented "TVCSelect," an internal purchasing tool to streamline operations, directly reducing user friction in professional services acquisition.
• Stakeholder Management: Maintained strong relationships with VP-level stakeholders, aligning cross-functional teams (Marketing, Finance, Ops) to execute complex workforce strategies.

• Resource Optimization: Rationalized a $170M budget ask and optimized long-term spend strategy through rigorous vendor consolidation.
• Operational Efficiency: Reduced organizational risk by migrating vendor operations to lower-cost locations without impacting service levels.

• Support Operations Strategy: Led the reorganization of 1,500+ support agents into a tiered model to enhance the support experience.
  Results: Delivered a 25% productivity increase, $1.3M savings/quarter, and maintained 96% Customer Satisfaction (CSAT).
• Global Readiness: Managed staffing and SLAs for 9 vendor sites across 14 languages, ensuring 24/7 availability and operational readiness.

• User Experience Excellence: Managed 400+ vendors, achieving a historic high 96.96% CSAT score by focusing on quality and user-centric support.
• Launch Readiness: Led the support launch for Turkish-speaking customers, coordinating localization, infrastructure readiness, and testing to ensure a seamless Day 1 experience.