Members of my team at GoDaddy Marketing Services

GoDaddy Marketing Services

Team Manager
2023 - 2024

Project Description

Lead a remote team of 12 copywriters and graphic designers who created social media marketing content for GoDaddy Marketing Services customers (B2B & B2C).

The Goals

  1. Ensured the Social Media Services team maintained SLA adherence and each direct report met daily productivity metrics

  2. Removed roadblocks to service fulfillment and reported tooling bugs to engineers

  3. Promoted team efficiency and service quality by leading experiments, projects, and process improvements

  4. Coordinated with leaders in other service and support departments to deliver a seamless customer experience

Strategy and Creative Process

  • Created Custom Dashboards in Jira and Google Sheets: I rebuilt the Jira dashboards used by our creative specialists and partnered with fellow team managers to group tasks with an improved metadata filtering system, which made our teams’ workflows more efficient. I also rebuilt the leadership team’s Google Sheets dashboards used to track daily goal and weekly SLA adherence so that we could more easily log goal adjustments, SLA misses, PTO, and other kinds of schedule- and throughput-related information in one central location.

  • A/B Tested Workflow Changes: The two daily tasks completed by my direct reports were creating social media content and responding to online reviews. I partnered with one of my direct reports to lead an experiment where we tested whether assignment specialization could increase overall productivity between those two tasks. The findings from the experiment revealed opportunities to leverage this novel scheduling approach in specific situations, better equipping our team to meet any and all SLA needs.

  • Improved Data Management and Trend Reporting: I created a system of auditing customer feedback and longitudinally tracking feedback and retention trends. In this system, service cancellation requests related to social media services were flagged by the retention team, investigated by creative specialists from the relevant fulfillment team, and aggregated into bi-weekly trend reports by me.

Achievements

  • Harnessed the Creative Power of AI: I trained my team on the use of GoDaddy-approved AI tools for copywriting, provided real-time troubleshooting support to users, forwarded user feedback to engineers to improve tooling across multiple product iterations, and drove a 14% team productivity increase through related tooling and workflow changes as every member of my team averaged over 100% daily productivity against their expectations in Q3 of 2023 (I also tracked customer sentiment regarding AI and any perceived changes in the quality of our work with Jira and Google Sheets)

  • Streamlined Internal Communication: I implemented process changes and oversaw re-training of all seven creative teams on the most efficient ways to forward customer requests to other fulfillment teams, leading to a 20 hour monthly time savings for the account management team who previously had to manually recreate and forward misfiled requests

  • Improved Retention and Customer Satisfaction: My customer feedback and retention trend tracking systems and the regular report meetings I hosted revealed bugs and other issues before they proliferated, providing an immeasurable impact to our retention rate and customer satisfaction scores had those issues become widespread