Rachel Richardson Xiao
Head of Technology Operations, Youtube Support @Google
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WORK HISTORY
Head of Technology Operations, Youtube Support @Google
Washington, DC, US
Manage a product team that develops and scales tooling for YT Support extended workforce as well as external self-help experiences with a focus on CSAT and operational efficiency. Define user journeys and reduce friction across the YT support experience.
EDUCATION
University of Maryland
Bachelor of Arts (B.A.), Economics
University of Maryland
Bachelor of Arts (B.A.), Government & Politics
ABOUT RACHEL RICHARDSON XIAO
I have over a decade of experience in customer success and support strategy, bringing together disparate parts of the customer lifecycle into one holistic journey. I also have experience in the technical tooling underpinning the customer support journey. I\'ve personally provided high touch customer success, owned scaled support quality programs (CX), and led internal and external tooling strategy across both domains.
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