Will in a nutshell

I learned my first career lesson at my first job as a barista, focusing on the user & customer to drive business success. In every role since then, I have embraced this philosophy and driven changes both locally and globally at scale leading with data. As a partner manager, a program manager, and a people leader, I thrive in strategic collaborative planning across multiple functions and organizing the chaos that sparks pure joy! Driving mutual success between internal stakeholders and external partners is my cornerstone. 

I focus on the “people” in my job title and guide my team with crisp visions, open creativity, laughter, and courage, and I even trigger the occasional passionate tears (don’t worry, I’m also very good at handing out tissues). I’m always asking for what’s next - planning the future and keeping things organized. I enjoy mindful pestering while effectively collaborating horizontally and vertically across multiple functions to get us closer to the finish line. If anyone can make project plan spreadsheets enticing, it’ll be me! 

I love being a creator! I experience the thrills and fears firsthandly, so I can better connect with my teams and the creators we look after. You can find me cooking or playing games on YouTube! Lastly, I’m a tech nerd who morphed from a mere user to leading an organization of tech nerds who uplift everyone - yielding strong teams of talented, creative, and personable partner managers now able to support our everyday users from digital services to hardware products. 

Customer Success/Partner Management

Will has 18+ years of experience driving customer and partner success in the tech & education industry. He is a strategic thinker who can develop and execute plans to achieve customer satisfaction and partner success. He is also an excellent communicator who can build relationships with customers and partners, and effectively communicate the value of the company's products and services. Will is a team player who is always willing to help others and share his knowledge and expertise. He has a proven track record of success in customer satisfaction and partner management. 

Partner types: Content Creators & Social Influencers, Telecom partners (e.g. AT&T, T-Mobile, O2, Verizon, etc.), OEM - Phones and tablets, TV, Watches, Speakers, and Auto partners (Samsung, LG, Sony, Audi, Nikon, Bose, etc.), Retail partners (e.g. Best Buy, Target, etc.), and everyday hardware and digital users. 

Experience areas: Retail to post-sales end-to-end user support and education, customer user journey design, community building, global vendor support management, call center management, strategic partnership management, high touch & scaled support programs. 

People leader

Will has extensive experience in people leadership, having held various roles at Google over the past 8 years. He is currently a Senior Manager of Content Partnerships at YouTube, where he leads a team of partner managers. In this role, he is responsible for developing and executing strategies to grow and retain YouTube's creator community. He has also held roles in program management, training, and operations. Will is a strong leader with a passion for helping others succeed. He is also a strategic thinker with a proven track record of driving results.

Experience areas: Managing vendors, temps, and full-time employees (IC & manager); providing coaching, career & well-being conversation, organization design, performance evaluation, vision designs, and on-site/off-site designs. 

Project/Program Management & Cross-functional stakeholder management

Will worked as a project and program manager by trade. He has a proven track record of success in managing complex programs and projects collaborating across Product, Marketing, Legal, PR, and Partnerships teams on product evolution and launches by conducting creator feedback & UXR sessions, business reviews, roadmap reviews, and go-to-market planning. 

Experience areas: Managing multiple projects at once, strong and effective communication, cross-functional stakeholder management, large corporation stakeholder navigation, project management tools, launch readiness review, and business review, 

Learning & Development

Will has a huge passion for adult and corporate education. From supporting employees to develop new skills to educating customers/partners on the latest and greatest, Will strives to provide a robust space for growth. He had developed multiple user education programs from scratch from pre-sale material to post-sales support. He also created multiple employee onboarding and skill development training programs and opportunities to ensure employee success. He is also an active internal education faculty focusing on manager success and coaching.

Experience areas: Training program design, facilitating online, in-person, large-scale training events, and training vendor management.

Entrepreneurial Spirit 

Will doesn't settle for the status quo. He has served as a change agent throughout his career, always driving innovation and improvement. He works within large corporations but often carries a start-up spirit to find creativities within confines. Will finds opportunities to design pilot programs that benefit both the business and its end-user. Often, they turn into scaled full-fledged programs. 

Experience areas: Ideation, pilot design, process and program improvements, innovating within confines