Andrew

About Andrew

Andrew Pace is an operations leader who creates a solid customer-centric business strategy and executes it flawlessly through operational excellence.As the head of the customer care business for Google’s subscription-based product, Google One and Google Photos, Andrew focuses on two key objectives- Delivering on financial and performance targets- Improving the overall customer care experience. At Google, he leads a global cross-functional team responsible for every aspect of customer success for over 1B users and 100M subscribers, overseeing a $30M annual budget and the management of vendors that provide in-country and offshore support in 23 languages. In many ways, he is seen as a “chief operating officer for customer care,” overseeing day-to-day operations and ensuring business processes run smoothly. For example, by developing and executing operations plans and sponsoring the development of self-help tools and automation, including GenAI applications, the cost of 1:1 support was reduced by 90%.Andrew is known for his problem-solving skills, determination, and ability to make sound decisions, often under pressure and always considering the risks. Additionally, Andrew’s humanness, trustworthiness, and ability to listen and relate to people at all levels of an organization make him an exceptional leader and businessperson. Andrew has been a leader his entire life. As the oldest of three kids raised by a single mom, he was born into a management role. He quickly learned that listening was the most valuable skill for leading. When a leader listens to customers, employees and other leaders, transformation happens. People want to be seen and heard.At Google, Andrew led several culture-building initiatives, championing psychological safety, transparency of decision-making, and a focus on employee well-being, which improved psychological safety by 20% in internal employee surveys.Expertise in: Strategic Planning | Operational Leadership | Process Design & Improvement | BudgetingProductivity Improvement | Profitability & Cost Analysis | Cost Management | System & Technology Utilization | Vendor Management | Organizational Change | Talent Recruitment & Development

Experience

1. Head of Google One and Google Photos Customer Care

   Google

   Nov 2023 — Present · Sunnyvale, CA, US

Education

• University of Utah - David Eccles School of Business

  Master of Business Administration (MBA)

  2012 — 2014

• Western Washington University

  B.S., Electronics Engineering Technology

  1996 — 2000

Skills

• Contact Centre
• Emc Compliance
• Program Management
• Process Scheduler
• Acd
• Process Improvement
• Vendor Management
• Planning
• Service Delivery
• Business Analysis
• Customer Experience
• Bpo
• Offshoring
• Data Analysis
• Contact Centers
• Team Leadership
• Scheduling
• Avaya
• Inbound Marketing
• Call Center
• Capacity Planning
• Outsourcing
• Management
• Project Planning
• Workforce Management
• Analysis
• Coaching
• Call Centers
• Iex
• Customer Satisfaction
• Call Center Development
• Forecasting
• Problem Solving
• Operations Management