Devices and Services Customer Care Global Vice President
Cassandra Johnson's current role is VP of Customer Care for Google Devices & Services. She is responsible for managing a global network of contact centers and key strategic BPO partnerships across the Americas, Europe, Middle East and Asia – helping to support Google’s hardware and services business worldwide.
Cassandra holds a BS degree in Industrial Engineering and minor in Industrial Psychology from Georgia Tech, a MS degree in Industrial Engineering from the University of Toledo and an Executive MBA from the University of Tennessee.
Cassandra is a pragmatic and focused operations and functional support Business Transformation Leader who transforms organizations, people, processes and system capabilities to drive efficiencies, increase profitability and provide a competitive advantage through strategic planning and execution. She formulates vision and strategies that drive best practices and navigates diverse cultures and legacy mindsets to build productive and profitable operations. Cassandra is forward thinking and an impactful leader at the forefront of organizational change. She empowers high-performance teams, develops executive level relationships and fosters collaboration among key decision-makers to create enterprise buy-in throughout the global organization.
She is recognized for deep end-to-end operations, customer-centric and branding knowledge, multi-dimensional capabilities and for her expertise in strategic planning, supply chain, customer service, contact centers, communications and marketing. Cassandra has held top management positions at Visa Inc., AIG, The Home Depot and Federal Express and other Fortune 500 companies.
Most recently, Cassandra was SVP, Global Customer Care Services for Visa, Inc. Supporting Visa’s global business, Cassandra managed a multi-market network of contact centers with more than 1,300 employees, and strategic BPO partnerships with more than 3,000 employees across the US, Europe, Latin and Central America and Asia.