Santiago Scully

As the Head of Product Operations for gUP Play Store, I ensure that our massive user base of billions of individuals and millions of paying customers have exceptional experiences with our platform and with customer support to fuel engagement, satisfaction and revenue growth. My responsibilities include: -Analyzing data and user feedback to identify trends and areas for improvement. -Collaborating with cross-functional teams to align on customer priorities and ensure a seamless user journey. -Leading a specialized product services team responsible for upholding the organization's trust and safety standards, and ensuring compliance with relevant policies and regulations. -Innovating to develop distinct strategies for free and paying customers.

As the Manager of Product Operations for gUP Play Store, I led a team focused on optimizing user journeys related to monetization and commerce. Our goal was to seamlessly convert free users to paid users while maintaining strict adherence to local and global regulations. My responsibilities include: -Optimized monetization and commerce user journeys to drive paid user conversion. -Implemented frictionless purchase flows and improved customer support for payment methods. -Enabled support for new and existing global and local payment methods. -Collaborated with government agencies to ensure compliance with local and global regulations.

As the Product Support Manager for Play Books and Movies, I focused on encompassing both technical and customer-facing aspects of these Google Play services. Their main goals would be to ensure smooth user experiences, resolve issues, and improve overall product performance. My responsibilities include(d): -Managing a team of support agents who handle customer inquiries, complaints, and technical issues related to Play Movies and Play Books. -Developing support processes, scripts, and FAQs to ensure efficient and effective customer service. -Collecting and analyzing user feedback to identify areas for product improvement. -Ensuring that Play Movies and Play Books comply with relevant copyright laws, regional restrictions, and content policies.

My Course: Innovation in Business Models and Processes

GTech - Consumer Operations

As the Continuous Improvement Engineer, I drove operational excellence, improved product quality, and enhanced customer satisfaction by executing end-to-end innovative projects. My responsibilities included: -Spearheading process improvement projects by utilizing Six Sigma methodologies, leading to a 15% increase in operational efficiencies and saving $80m annually through data-driven decision-making. -Developing and implementing advanced statistical models to forecast business trends and drive strategic initiatives, improving in supply chain efficiency and a significant boost in customer satisfaction. -Successfully gaining opt-in from key stakeholders by presenting compelling cases including data-driven insights and statistical models, facilitating cross-functional collaboration that led to improvement in project implementation speed and an increase in stakeholder satisfaction.

As the Manufacturing Coordinator, I drove operational efficiency and upheld quality standards while fostering collaborative relationships with employees to ensure smooth daily operations. My responsibilities included: -Optimizing production planning and scheduling processes, resulting in a reduction in production cycle time. -Managing and mentoring a team of 100+ employees, fostering a culture of collaboration and high performance. -Implementing continuous improvement initiatives that enhanced operational efficiency and lowered project costs. -Leading quality control and compliance assurance programs to ensure that all operations adhered to established policies.

A practical grounding in artificial intelligence (AI) and its business applications, equipping you with the knowledge and confidence you need to transform your organization into an innovative, efficient, and sustainable company of the future.