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Project Management for Zoom’s Global Brand Team
Project type
Operations
Project Management
Problem
The Global Brand Team at Zoom supported high-level marketing efforts focused on establishing, maintaining, and growing brand recognition through creative design and innovation. This team supported all other teams within the organization, roughly 40+ teams. There was little to no process for receiving work requests, who worked on which requests, and what timing looked like for such requests. There were also problems with the requests themselves, most commonly missing information, but also asking for 1 or 2 day turnaround times.
Solution
Develop an SLA that encapsulates which designers support which teams and the standard and current timing for creative requests for internal and external reference. Then, develop working procedures and automations within Asana to seamlessly intake, move, and complete work. Finally, develop standard langauge policies to enforce the SLA terms when violations would occur.
Results
The processing time, from intake to completion, of requests improved dramatically as automations could handle a majority of the scoping and assigning of requests. Stakeholders were able to forecast and submit their requests in an increasingly more timely manner as they had direct sight line to the live timing for creative requests. Sentiment between the Brand team and stakeholders improved as this set a foundation for solid communication.
Designed and developed to operate as flight schedule of sorts. This reference point, which was delivered as a website, shared with stakeholders the standard delivery time for a particular type of asset and the current delivery time based on the number of like requests in the queue, team bandwidth, PTO and other factors.
This system was then adopted by the entire marketing organization to include other teams like legal, product marketing, product design, marketing operations, and more.
