Rahmatullah Mir
Fremont
Summary
Seasoned business operations leader with over 20 years of experience in building and scaling high-performing operations teams. Possessing a customer-obsessed, metrics-driven, and lean process-focused approach that consistently drives success. Demonstrated ability to lead and ramp global business and product operations teams across various platforms and products for Google, including Android, Chrome, Play, Corporate Engineering, Developer, Product Safety, and Security. Proven track record of scaling a wide range of business and operational functions from infancy stage to major businesses. Thrives in fast-paced, mission-focused environments, excelling at building scalable and efficient operations from the ground up to ensure high customer satisfaction and cost-effectiveness.
Overview
21
21
years of professional experience
Work History
Sr Director, Platforms and Core Operations
Google
10.2022 - Current
- Director of Global Business Operations for Google Platforms (Android, Chrome), Ecosystems (Play), and Google Core at Google (spanning across all Product Areas), focused around scaling business and product operations through process, planning, automation, reporting, and analytics.
- Led cross-functional teams to drive strategic initiatives to support execution of Company level business objectives.
- Enhanced company performance by streamlining operational processes and reduced operations costs (OpEx) by $100M+
- Created long term business Key performance indicators for Product and Business Operations and drove alignment across Leadership (across Product, Engineering and Sales leaders) to create overall Business road map
- Lead the operational cadence and planning of the Platforms & Core business to drive efficiency, scalability, and productivity related to tools, processes, and people.
- Improved organizational efficiency by implementing effective management technology and practices.
- Developed Operational milestones and performance measurement (mapping to overall business road map) and created robust Executive Reporting in place for tracking and driving accountability
- Hired and scaled diverse employee team and established Product and Business operations organization by enabling people and scaling employees (by 6X) and vendors (by 10X) globally (across 5 regions) with 90%+ manager scores (consistently 15+ yrs) in Google's Leadership feedback survey
Head of Operations, Android, Chrome & Play
Google
01.2012 - 09.2022
- Devised, deployed and managed overall strategy, planning and implementation of Product operations for Android, Chrome and Google Play Product areas across family of Products, across Customer support (Phone, Email and Chat), Content operations (Trust and Safety), Partner support (Android Device Manufacturers) and Partner support (Play Apps and Games) support,
- Created long term business Key performance indicators for Product and Business Operations and drove alignment across Leadership (across Product, Engineering and Sales leaders) to create overall Product road map
- Developed Operational milestones and performance measurement (mapping to overall business road map) and created robust Reporting in place for tracking and driving accountability
- Devised and implemented central outsourcing strategy, across 5 global support sites (India, Malaysia, Philippines, Ireland and US) with 4 suppliers companies, 1:1 support channels across 10+ languages, and scaled support services to 10K+ vendors
- Managed overall operations costs and reduced overall Annual Operating Costs by $60M by running operations efficiently while increasing Customer Satisfaction scores by 30% Y/Y and Compliance rate to 99%
- Hired and scaled diverse employee team and established an organization by recruiting and enabling people managers and scaling employees (by 6X) and vendors (by 10X) globally (across 5 regions) with 90%+ manager scores (consistently 8+ yrs) in Google's Manager feedback survey
- In addition to leading Product operations for Android, Chrome and Play, established central Product Operations organization to manage overall Engineering Productivity operations for Google (spanning across 10 Product Areas)
Product Operations Lead, Google Ads
Google
07.2008 - 01.2012
- Designed and implemented overall Ad review and Product support operations for Google Advertisers (Google AdWords)
- Created overall Business Strategy, Finance model and Risk assessment and got leadership approvals to offshore Advertiser support operations globally in 4 locations for 24/7 coverage support coverage in 9 languages
- Drove end to end supplier selection strategy, contracting, on-boarding for all vendors globally, selecting 3 suppliers piloting in 2 countries, 4 languages and later expanding to more
- Created robust reporting platforms to host operational performance metrics, stack ranked across multiple sites to drive performance
- Hired and managed diverse global team (4 locations) to manage overall operations performance ensuring SLAs exceeding in all sites
- Decreased Ad review turnaround time by 32% (resulting in ads going live faster, impacting revenue growth by $XXM); Drove Quality scores to 97% across advertiser email support channel
Operations Lead, Customer Care
247 Customer Inc.
06.2005 - 06.2008
- Launched Customer Care support center for billing department of Dish Network out of India.
- Scaled team to provide customer support services 24/7 in 2 languages (English and Hindi) for both Phone and Email support services.
- Established escalations support desk as tier 2 technical customer support.
- Got awarded best performing operations lead (twice) across all sites of 24/7 customer support.
Business Operations Specialist
Infotel Computers Pvt Ltd
07.2004 - 06.2005
- Team leader for Business Enterprise Solutions team
- Established technical needs for clients across Hardware, Connectivity and Software applications
- Increased customer engagement level by 25% driving customer satisfaction up by 40%
Education
MBA - Entrepreneurship And Business Management
Indian Institute of Management
Bangalore, India05.2008
Bachelor of Science - Electrical, Electronics And Communications Engineering
Jawaharlal Nehru Technological University
Hyderabad, India05.2006
Skills
- Organizational Leadership
- Business Operations Leadership
- Lean Six Sigma (business process re-engineering)
- Effective Collaboration and Relationship building
- Product Operations Strategy and Management
- People Management (building diverse global teams)
- Business Analytics
- Scaled Program Management
- Finance and Operational cost management
- Strategic planning
- Leadership development
- Business transformation
Additional Information
- Cultural advisor for Respect at Google
- Led many mentoring sessions for Leaders to help create Diverse and Inclusive teams
- Mentoring Coach for mentoring 'Women in Tech' at Google
- 40+ performance awards; 50+ peer recognition awards
- My personal core values I build my teams on : Respect, Customer obsession, Data driven decision making, Inclusiveness and Trust
Timeline
Sr Director, Platforms and Core Operations
Google
10.2022 - Current
Head of Operations, Android, Chrome & Play
Google
01.2012 - 09.2022
Product Operations Lead, Google Ads
Google
07.2008 - 01.2012
Operations Lead, Customer Care
247 Customer Inc.
06.2005 - 06.2008
Business Operations Specialist
Infotel Computers Pvt Ltd
07.2004 - 06.2005
MBA - Entrepreneurship And Business Management
Indian Institute of Management
Bachelor of Science - Electrical, Electronics And Communications Engineering
Jawaharlal Nehru Technological University
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