Harvard Business Analytics Program

Massachusetts Institute of Technology

Stanford University Graduate School of Business

Cornell University

Stanford University Department of Management Science & Engineering

UNSW

Operations Executive, Consultant, Advisor  -  Strategic Leadership, Data-driven decisions, People Development  -  I help organizations scale 10x  -  Ex-Google, Meta

Responsibilities
• Deliver strategic transformation for startups and high-growth tech companies by utilizing expertise in customer experience, change management, scaling operations, and organizational design.
• Analyze and redesign customer interaction touchpoints to create seamless and engaging experiences.
• Collaborate with various business units to align operational strategies, ensuring cohesive and efficient functioning.
• Drive organizational change initiatives, ensuring smooth transitions with minimal disruption to business operations.
• Manage and deliver strategic projects successfully, ensuring they meet the goals within timelines and budgets, while achieving high client satisfaction.

Achievements
• Achieved an average Client Satisfaction Score (CSS) of 93% over 20+ projects, reflecting exceptional client satisfaction and successful implementation of strategic advice.
• Successfully completed 100% of projects on time and within budget.
• Streamlined internal escalation processes for a major tech client, resulting in a 38% reduction in resolution times.
• Drove a 28% cost reduction in operational expenses for a large tech client by restructuring roles and responsibilities.
• Implemented a customer journey optimization strategy that increased client's Net Promoter Score (NPS) by 30 and Customer Effort Score (CES) improvement by 40% within one year.

Farrington Consulting

Executive Business Consultant, Customer Experience & Operations

Responsibilities
• Drove Revenue Growth and Retention: Led a customer experience team focused on supporting large enterprise clients in the Americas and global small businesses. Collaborated cross-functionally with Sales, Business Insights, Engineering, and Product teams to surface challenges and deliver strategic solutions.
• Enhanced Operational Gap Awareness and Alignment: Acted as the Voice of the Customer, building strong relationships with cross-functional executives from Sales, Vendor, Product, and Engineering. Prioritized deep business analytics to inform/deliver regular business reviews identifying business trends, communicating support insights, and obtaining alignment on service strategies.
• Implemented Effective Support Strategies: Led the design and execution of both short-term and long-term support strategies by performing deep dives into operational data. Aligned these strategies with the broader organizational goals and objectives, ensuring a cohesive approach to customer support and operational efficiency.

Achievements
• Increased Customer Retention Rate by 18pp 6mo/6mo by significantly improving the account hacking resolution process.
• Improved First Contact Resolution (FCR) rate by 23% and reduced Average Handle Time (AHT) by 31% through improvements in Support resources and tools.
• Fostered a high-performing, fun, and collaborative team environment, reflected in a 100% Employee Satisfaction score (up from 33%).

Head of Customer Support Strategy - Ads

• LEAD Executive Business Program
• Product Management courses
• Data Analytics courses

Professional Sabbatical

Responsibilities
• Owned the overall vision, strategy, execution, and performance for YouTube's global paid products support operations, and led large-scale operations across five vendor sites supporting thirteen languages for over ten products.
• Managed and optimized support operations with 1k+ vendor agents, continuously assessing and improving processes through data analytics to enhance support efficiency and effectiveness - driving increased customer satisfaction.
• Collaborated closely with Product Management and Engineering teams, launching new products and features that facilitated continuous improvement in user experience and product development.
• Provided comprehensive and ongoing role and career development for all direct reports - focusing on frequent feedback and deep dives on career strategy.
• Fostered a culture of excellence, innovation, and continuous learning.
• Worked collaboratively with internal stakeholders to align support operations with overall business objectives.
• Proactively engaged with key partners and vendors to ensure seamless operations and optimal service delivery.

Achievements
• Delivered a 32% cost reduction for YouTube’s paid product operations while supporting 312% growth in customer base ($250M to >$1B in revenue) by introducing initiatives aimed at improving self-help resources, workflow tools, product features, and vendor distribution while achieving an industry leading CSAT score of above 85% 
• Maintained a competitive advantage within the market, launching 20+ products each year, facilitating continuous 
user experience improvement. 
• Recognized for continuous top performance and promoted to the Head of Global Support Operations, overseeing teams with full ownership of the execution and optimization of YouTube’s global paid product support operations.

Google

Head of Global Support Operations - YouTube Paid Products

Responsibilities
• Successfully launched and managed a new team dedicated to handling sensitive customer escalations for Google Fiber, significantly improving the escalation process and customer satisfaction.
• Led initiatives to enhance user experience by identifying key areas for improvement and implementing effective strategies.
• Managed and strengthened relationships with multiple external vendors, ensuring alignment with Google’s standards for customer support and operational efficiency.
• Drove the scaling of business operations across internal customer support organizations, integrating best practices for operational excellence.
• Collaborated with various internal departments, including customer service, technical support, product management, and engineering, to ensure a cohesive and effective support strategy.
• Utilized data analysis and regular reporting to monitor escalation trends, inform decision-making, and drive continuous improvement in service delivery.
• Fostered a team culture of excellence and continuous learning, providing leadership, mentorship, and development opportunities to team members.

Achievements
• Improved user experience and business operations by hiring, training, and developing a team of six senior program managers tasked with managing sensitive, high-profile customer escalations, significantly reducing the need for executive involvement.
• Reduced escalations by 84%, decreased issue resolution time by 80%, and achieved a 75% reduction in time to first response, leading to industry-leading customer satisfaction levels.
• Implemented automation, documentation, and process improvements, resulting in a 98% resolution time reduction of internal escalations - virtually eliminating internal issue friction, the primary bottleneck for customer wait time.
• Developed and launched customized, scalable operational solutions for cross-functional stakeholders, dramatically reducing internal friction and enhancing the customer experience.

Manager, Google Fiber Escalation Operations

Responsibilities
• Led the strategic management and growth of top-tier online publisher enterprise business, ensuring high levels of client satisfaction and 'white glove' service excellence.
• Recruited, developed, and managed a specialized team of technical consultants, fostering a culture of continuous learning and professional development.
• Successfully launched and oversaw global offshore vendor operations, enhancing service delivery and operational efficiency - scaling to anticipate future growth.
• Provided expert technical consultancy to publisher clients, assisting them in maximizing the utility and benefits of the DoubleClick suite of products.
• Collaborated closely with sales, product development, and other internal teams to align service offerings with market needs and company objectives.
• Managed cross-cultural, distributed teams and operations, establishing effective communication processes and collaborative practices between in-house and offshore teams.
• Monitored industry trends and competitor activities, continuously refining service strategies to maintain a competitive edge in the online advertising industry.

Achievements
• Dramatically improved employee happiness, doubling satisfaction rates to 100% by implementing robust hiring processes, structured performance management, and cultural development initiatives post-Google acquisition.
• Elevated customer satisfaction to the highest ever for the division at 95%, a 7pp increase, while reducing time-to-resolution of support cases by 77%. Grew support team more than 3x across three offices, earning executive recognition for transforming the struggling operation post-acquisition.
• Spearheaded the establishment of DoubleClick’s offshore presence from scratch to over 200 agents. Led the launch of global vendor operations in India and Brazil, involving operational leadership and high-level negotiations with multiple vendors - creating support redundancy, and laying a foundation for scalable growth.

Manager, DoubleClick Publisher Services

• Launched, developed, and managed all local specialist teams supporting internal sales organization - including Technical Escalations, Product Specialists, Training, and Quality.

Team Lead, AdWords Specialists

• Selected by executive team as one of seven employees to launch Online Sales and Operations in Boston.
• Hired, trained, and developed over 80 people within 12 months, establishing the physical office.
• Led a team of technical specialists supporting the Online Sales team.

Tech Lead - Boston Startup Team, AdWords

• Provided technical product support for a team of approximately 500 AdWords Customer Service Representatives.
• Leveraged expertise in complex technical troubleshooting, cross-functional (XFN) communication, and knowledge of AdWords, Java, HTML, Flash, and JavaScript.

Technical Specialist, AdWords

• Provided phone and email support for AdWords advertisers.

Jason Farrington