With over one billion monthly users, Google Play is the world's largest app store. I managed all support content for the Google Play Store and its entertainment apps–Books, Games, Music, Movies & TV, and Newsstand.

In addition to managing support articles, I worked on all in-product help flows, contact forms, scripts for support videos, and designed the "Contact Us" flow. I transformed one of the Google's lowest-rated support properties into one of its highest-rated properties.

I worked with the localization team to double the number of languages supported (47) in the Help Center. To provide a better user experience, I reduced the number of steps required in the "Contact Us" flow by 80% with no measurable increase in inbound contacts. I also audited 300 unique contact forms, many of which were abandoned or misrouted, and streamlined the number of active contact forms by 90% to make sure that each inbound contact went to the right place.