Hi, I'm Rachel Xiao - Head of Technology Operations, YouTube Support at Google
I thrive on harmonizing customer support and success, architecting seamless journeys powered by smart technology. My passion lies in bridging complex operational challenges with strategic, impactful solutions, especially within large-scale tech environments.
At a glance
Curated signals on strengths, focus areas, and how they can help.
Managed vendor operations for critical Amazon services, building a strong foundation.
Leads technology operations for YouTube Support, driving strategic initiatives.
Can help others by architecting holistic customer support and success strategies.
🚀 Career trajectory
Amazon Foundations
Built a strong operational and vendor management base within Amazon across diverse roles.
✦ Vendor Management
✦ Operations Management
✦ Program Management
Customer Experience Evolution
Deepened expertise in customer success and support strategy, focusing on holistic journeys.
✦ Customer Success
✦ Customer Experience
✦ Support Strategy
YouTube Technology Leadership
Currently leading technology operations for YouTube Support, driving strategic initiatives.
✦ Technology Operations
✦ YouTube Support
✦ GTM Strategy
💪🏻 Superpowers
Customer Lifecycle Architect
Transforming support and success into cohesive journeys.
✦ Orchestrating customer journeys from end-to-end.
✦ Designing scaled support quality programs.
✦ Integrating technical tooling for seamless experiences.
Operations & Technology Integrator
Bridging business needs with technical solutions.
✦ Leading technology operations for large-scale support.
✦ Owning internal and external tooling strategy.
✦ Optimizing vendor management for efficiency.
Strategic Program Leader
Driving impact through cross-functional initiatives.
✦ Managing global vendor programs.
✦ Developing strategic initiatives in consumer electronics.
✦ Ensuring operational continuity for critical services.
I'm excited about
✦ Exploring innovative strategies to elevate customer support and success.
✦ Connecting with leaders in technology and customer experience.
✦ Discovering new approaches to operational efficiency and GTM.
I can help with
✦ Share best practices in customer support and success program design.
✦ Advise on integrating technology for better customer journeys.
✦ Discuss strategies for scaling operations and vendor management.
I would love your help on
✦ Insights into emerging trends in customer relationship management.
✦ Connections with individuals driving innovation in creator economies.
✦ Guidance on navigating complex global technology operations.