Rajiv Puppala

Redesigned the product training programs for 3000+ internal AdWords support specialists. Centralized all regions under the same global curriculum, overhauled 4 existing programs, created a first-of-its’-kind dashboard for tracking global training completion, and gained buy-in from all regional directors to include training completion in Performance calibrations for support specialists.

Contributions

• Networked with data analysts across Google to learn how to perform my own analysis of performance drivers and how to measure training impact
• Administered marketing calendar and posted new content to coincide with new product and service releases.
• Spearheaded client meetings to determine project needs and professional requirements and identify correct course of action enhance client success.
• Identified opportunities for improving internal training and pitched new vision to director level audience
• Leveraged People Dev’s training design framework to optimize each program’s delivery Strategy
• Managed 15 content writers throughout the project
• Identified other projects in my org with similar goals and created a joint task force to eliminate duplicative work and consolidate work streams across projects/teams
• Negotiated a long-term maintenance plan for training content with product experts in my organization

Impact

• Within one quarter of launching the new global curriculum, increased global training completions
• Support specialists’ ability to resolve issues without consulting internal experts increased by 5pp (QoQ)
• Reduced time commitment for product experts to update training content by 20 hours per quarter (50% reduction)
• Joint task force delivered all projects 4 weeks ahead of schedule

I led my team through a massive re-org by developing and managing a change management plan, upskilling my teammates in new essential work skills, and setting up one of our team’s new key functions: an incubation lab.

Contributions

• Upskilled on change management through PMI webinars and mentorship from People Operations director

• Partnered with team managers to quickly transition out-of-scope work to new teams, freeing up our team members to take on new roles

• Joined my org’s PMO, created a project management training, and delivered training to 30+ Googlers on my team

• Networked with Googlers in other incubation spaces, such as Google X and the CX Lab, to setup an intake pipeline for our new Incubation Hub, which tests 10x ideas for evolving advertiser support

Impact

• Project management training scored 4.7/5

• Freed up 5 hours per team member per week by eliminating out-of-scope tasks

• Increased available project resources from about 5 to 8 people

Within 6 months at Google, became a product expert and joined the Subject Matter Expert (SME) team, which provided real-time support to internal Googlers on advanced client issues. Used my product knowledge to manage projects focused on improving Google’s internal Analytics help center. Scaled my strategy to other product areas.

Contributions

• Within one month on the SME team, created project proposal for updating internal Analytics help center and creating a content governance model
• Negotiated with content owners (in other org) to allow SMEs to edit Analytics content
• Pitched and co-led a xFn project to overhaul the content over 2 quarters with team members across 3 Google orgs and 7 offices
• Used success of the project to negotiate edit access rights with content owners of other product areas, securing edit access of the entire internal help center (Sales HC) to all SMEs
• Outlined omnichannel channel goals across brands and digital platforms, including store systems, web, mobile and marketing systems.
• Monitored return on investment of online and social media marketing efforts.
• Evaluated monthly performance statistics and used data to inform future strategies.
• Directed successful search engine marketing campaign that used solid linking, technical and keyword research tactics.
• Discussed SEO needs and optimized strategies for short- and long-term campaigns.

Impact

• Resolved over 6,000 advanced advertiser issues over 3 years
• Internal Analytics help center saw 29pp increase in page views, 50pp increase in visits, 20pp increase in users, and 55pp corpus reduction (QoQ)
• 46 SMEs granted edit access to Sales HC, leading to content revamps for over 5 large product areas, such as Billing, Policy, and Shopping
• Masterminded highly successful digital strategies for various platforms to attract customer engagement.
• Monitored and evaluated website analytics to assess campaign success, identify issues and make forward-thinking adjustments to maintain targets.