Thomas is a Head of Product Support at Google with extensive experience from technology companies, including Google, YouTube, eBay, Dell and Electronic Arts.
During his career he has managed global operations in product management, e-commerce, technical support, content management and digital advertising, as well as held key leadership positions developing strategies for Customer Experience, revenue generation and Knowledge Management.
He has advanced CX research methodology by shifting traditional survey processes towards a progressive action-oriented insights, centring on pre-empting failure and knowing when to deviate from standards.
In addition, he introduced a fusion of sales and services, delivering Customer Success through machine learning models that drive product adoption and revenue growth as a byproduct of customer goal attainment.
Through 7 years of dedicated Knowledge Management experience he has transformed KM capabilities of 2 fortune 500 companies. This includes establishing knowledge sharing culture, implementing KM systems and tools, as well as tracking and optimising the value of knowledge and knowledge contributors across global teams.
Currently, in his role at Google, he spends time designing services for world class products such as Google Play, Google Photos, Chrome, Android and Google Fit.
He is a father of two and currently lives with his family in Dun Laoghaire, Ireland.