Sneh Tarang Randev
Summary
Executive leader with 19+ years of experience, including an 11-year track record at Google driving organizational transformation within gTech Ads. Recognized authority in scaling global delivery operations, process excellence, and orchestrating complex solutions across both Buy and Sell sides. Proven ability to architect and execute strategic roadmaps that convert operational friction into large-scale business value. Adept at bridging the gap between technical execution and executive strategy, leveraging data and compelling narratives to align cross-functional leadership around shared visions. Demonstrated success in establishing high-performing regional hubs from the ground up, steering organizations through ambiguity, and delivering compounding results, customer experience, and efficiency gains.
Overview
15
15
years of professional experience
Work History
Global Troubleshooting Lead, Sellside
Google
10.2024 - Current
- Authored the foundational Sector Strategy Model, pivoting the operational model from pooled global setup to align with the org regional structure. By mapping IC talent to regional pods for contextualized delivery, this framework ultimately became the architectural cornerstone for the new Global Scaled Delivery Organization design.
- Manager Sponsor for Project RevBoost, unlocking $33M USD in global revenue. Designed and deployed a highly scalable, streamlined delivery model combining intelligent automation and strategic vendorization to optimize AdMob Mediation setups across all partner tiers.
- Championed efficiency through 'AfterParty' (IC Office Hours), modernizing vendor support and replacing legacy consultation models, achieving 85% improvement in Time to Onshore a ticket for complex escalations and 35% reduction in Total Resolution Time (TRT).
- Sponsored ecosystem optimization program 'Project Charlie,' successfully bridging operational silos between Vendor and Googler workflows for advanced publisher log access. This initiative significantly accelerated troubleshooting velocity and elevated the customer experience, consistently exceeding SLA targets (86%+ met).
- Directed hub operations, establishing operational governance to sustain 100% green metrics across high-volume portfolio (2,000+ cases, 1,200+ consults, 70% bug detection rate) while cultivating customer excellence, resulting in 94% CSAT and 85% customer sentiment.
- Transformed enterprise talent enablement by developing a proprietary Noogler onboarding framework (Project Arjuna). This systemic overhaul accelerated time-to-productivity for Nooglers by 66% (reducing ramp time from 9 months to 3 months) while elevating overall site capability.
- Architected and launched the APAC Hub from the ground up, strategically deploying a high-performing business unit of 13 Technical Solutions Consultants across Hyderabad and Taipei within an accelerated 2-month timeframe.
- Forged partnerships with APAC executive leadership to operationalize regional initiatives, expanding capabilities across India, GRCN, AUNZ, and SEAS, including China WeChat and New Business support launches, Priority Pass for Escalated tickets, and localized chat support.
Process Excellence Manager
Google
05.2022 - 10.2024
- Directed a large-scale SMB vendor process and automation initiative, immediately unlocking ~$6M in operational efficiencies with a robust, forward-looking roadmap to secure an additional ~$14M in projected total savings.
- Spearheaded the systemic redesign of the gTech Ads Escalations ecosystem, partnering with global VPs and Directors across 14+ Product Areas to drive 20+ improvements, yielding a 22% volume reduction and accelerating Total Resolution Time (TRT) by 30% to 50%.
- Led a team of Process Excellence consultants to deliver multiple large-scale, multi-quarter, xfn strategic and transformational initiatives across gTech Ads aimed at reducing costs, generating efficiencies and enabling automation. Transformed the team from verticalized program managers to centralized solutions consultants via people upskilling and portfolio management.
- Pioneered AI-driven operational capabilities as Project Lead for 'Ground Truth,' deploying LLM-based solution to automatically ingest text-based SOPs and generate process maps with 90% accuracy.
- Architected enterprise-wide infrastructure transformations, including 'Project Plato' to unify Knowledge Management across 7 organizations and 10,000+ assets, and a global Process Maturity Framework across 105 critical workflows.
- Served as Project Sponsor for a net-new Billing Implementation service model, pivoting to a direct-to-client video consultation strategy that drove a 14pp improvement in TRT and an 11pp increase in CSAT.
- Orchestrated global talent transformation for Process Excellence consultants across 5 international locations, upskilling workforce to lead enterprise-wide programs through coaching and learning framework.
Technical Vendor Program Manager
Google
07.2018 - 05.2022
- APAC VMO lead, Global Training Program Manager, Japan and China site lead, Top Pubs Program lead, Customer Context and Pub profiles VMO lead, Golden Circle core ideation lead, VMO Comms Lead, Project lead - Sales Experience Improvement, Self sufficiency manager, Served as the primary point of contact for publisher inquiries., Led implementation of COVID-19 Business Continuity Plan across the team..
- Managed APAC vendor operations and Top Pubs programs, driving continuous performance improvements including a 14pp increase in English email CSAT (77% to 91%) and sustaining ~95% CSAT for top-tier publishers.
- Scaled regional support capabilities by launching market-specific playbooks for AUNZ, SEA, and IN, and expanded Japanese vendorization from 50% to ~80% across broader support channels and scope.
- Optimized sales and support workflows by partnering with cross-functional leads to reduce Sales interventions. Revamped processes to cut Sales escalation volume by 50%.
- Transformed Pubs training into the most efficient program in gTech troubleshooting workflows by running 25 bootcamps globally and launching 23 new trainings, impacting 800+ cases per year, improving vendorization by 10pp, and enhancing multiple quality and ops metrics through tailored trainings.
- Transformed the global communications ecosystem for ~3,000 vendor agents in gTech Ads. Conducted Train-the-Trainer (TTT) sessions for 130+ QAs reducing Ads Comms errors by 2.5% in Jun (6%) and scaling the program to 60 FTEs.
- Developed and coded 'Holmes,' a Google Apps Script solution automating bug tracking and content reviews, addressing global challenges with outdated training content and publisher profiles.
- Contributed to enterprise tooling development as a core business subject matter expert, participating in 15+ hours of BRD/PRD requirement gathering for the Connect Training tool.
Program Manager, Vendor Operations and Strategy
Google
06.2017 - 06.2018
- Led evaluation and modeling of vendor strategy for campaign management and implementation team supporting $120M revenue in 2017, aligning with 20% growth forecast for 2018.
- Successful launch of Express queue for campaign adjustments bringing TRT down from 12 hrs to 2 hrs. Model being scaled now to all accounts.
- Initiated vendor support for weekends and established translation services from India for LATAM business.
- In addition, I also managed one entire trading desk in the capacity of an Account Strategist.
Operations Program Manager, Scaled Services
Google
06.2015 - 06.2017
- Program manager to deliver operational efficiency gains and opex savings of $7M by streamlining 50+ contracts into master SOW for a 2000+ vendor operations across 10 global locations and 6 MSPs.
- Developed vendor solutions for MSP benchmarking, offshoring strategy, and partner performance governance through projects across 6 MSPs, 50+ SOWs, 10 sites, and 53 workflows, impacting over 2000 vendors.
- Project Lead for a Six Sigma black belt project for continuous improvement initiative leading to 10.15% CPTR (Cost per Thousand Reviews) reduction enabling ad review rate to go up by 2X from 18K to 35K per agent per day.
- Facilitated continuous improvement exercise with vendors using Your Ideas tool, enabling automated platform for submission of 250+ business and operational ideas, leading to 70 quick wins or transformative solutions.
- Evaluated readiness of 40% of Global Support performance workflows for outsourcing in Hyd and Manila as part of Wave 1 of gTech Outsourcing readiness framework.
Lead Business Systems Analyst
Infosys
01.2014 - 05.2015
- Led business systems analysis for multi-million support project for adidas across six distribution centers in Americas, enhancing operational capabilities through coordinated efforts onsite and offshore.
- Led requirements gathering sessions with stakeholders to define business needs.
- Analyzed existing systems to identify areas for improvement and efficiency.
- Collaborated with cross-functional teams to design and implement solutions.
Lead Consultant
Infosys
03.2013 - 08.2013
- Led cross-functional teams to develop innovative client solutions.
- Facilitated workshops to gather requirements and define project scope.
- Analyzed business processes to identify areas for improvement and efficiency.
- Led feasibility study for WMS implementation in US retail stores of Target, assessing operational requirements and potential benefits.
Senior Business Systems Analyst
Infosys
08.2011 - 02.2013
- Led global RDC implementation for Starbucks, aligning systems with business needs and enhancing operational efficiency.
- Analyzed business requirements to enhance system functionalities and user experiences.
- Collaborated with stakeholders to gather and document project specifications and objectives.
- Designed workflows to improve operational efficiency and streamline processes.
Education
MBA - Marketing & Finance
FORE Institute of Management
B.Tech - Biochemical
Kumaon Engg College
HSC / SSC -
Notre Dame Academy
Skills
- Operational Transformation
- Process optimization
- Delivery operations
- Revenue Optimization
- Change Management
- Organizational design
- Strategic planning
- Vendor management
- Regional Operations
- Cross-functional collaboration
- Process improvement
- Workflow Mapping
- Training Framework
- Stakeholder influence
- Executive Leadership
- People Management
- Conflict resolution
- Talent development
- Operational Resilience
- Change management
Timeline
Global Troubleshooting Lead, Sellside
Google
10.2024 - Current
Process Excellence Manager
Google
05.2022 - 10.2024
Technical Vendor Program Manager
Google
07.2018 - 05.2022
Program Manager, Vendor Operations and Strategy
Google
06.2017 - 06.2018
Operations Program Manager, Scaled Services
Google
06.2015 - 06.2017
Lead Business Systems Analyst
Infosys
01.2014 - 05.2015
Lead Consultant
Infosys
03.2013 - 08.2013
Senior Business Systems Analyst
Infosys
08.2011 - 02.2013
MBA - Marketing & Finance
FORE Institute of Management
B.Tech - Biochemical
Kumaon Engg College
HSC / SSC -
Notre Dame Academy