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Global Ecommerce Program & Change Management-manager Resume

SUMMARY

  • Enterprise Mobility Thought Leader, Digital Strategist and Sales Professional leveraging enterprise - grade technology innovation, enabling clients to achieve their business objectives.
  • Expertise in consulting, sales, marketing and technology roles within the public and private sectors: Information Technology, Finance, Retail, Education, Telecommunications, Distribution and Healthcare. Intuitive relationship builder who excels at analyzing corporate dynamics and business models.
  • Accomplished strategic planner with proven ability to create, sale and implement innovative solutions that propel organizations to new heights of achievement while executing on their organizational objectives.

PROFESSIONAL EXPERIENCE

Confidential

Global Ecommerce Program & Change Management-Manager

Responsibilities:

  • Establish and track clear objectives, milestones, roles & responsibilities; ensuring staffing across the eCommerce program
  • Drive vendor negotiations, pricing and contract to close; ensuring program success
  • Facilitate feedback loop with C-Suite and BOD (board of director) stakeholders to jointly evolve the path to program success per business line that is aligned with success of overall program
  • Create business & technical dependencies of milestones and produce both impact and mitigation strategies for overall digital program
  • Establish ecommerce adoption metrics methodology tied to business outcomes in engagement management program, with vendors, operating companies and corporate roles
  • Establish the business ramp and technical impact of each major change in the projects, facilitate alignment of rationale and reassessment of costs, timeline and success criteria to mitigate low value changes from impacting the project and therefore the adoption ramp; pace of the CX program
  • Implement change management processes and tools to create a strategy that supports adoption of the changes required by a project or initiative
  • Facilitate communication efforts including the design, development, delivery and management of communications
  • Conduct impact analyses and metrics to assess and improve the organizations change readiness and to support key stakeholders
  • Facilitate creation of a detailed budget per vendor, per milestone, per project for the program
  • Delivered actionable deliverables for the five change management levers: communications plan, sponsor roadmap, coaching plan, training plan, resistance management plan
  • Establish clear objectives, milestones, roles & responsibilities, and ensure staffing across the program.
  • Drive vendor negotiations, pricing and contract to close to ensure program success.
  • Engage with senior business leaders to jointly evolve the path to program success per business line that is aligned with success of overall program.
  • Identified business & technical dependencies on each milestone and impact of missing each milestone in the overall program
  • Asses the business & technical impact of major change projects, and reassessment of costs, timeline and success criteria to mitigate low value changes from impacting the project and therefore the adoption & pace of the CX program.
  • Assess, document & communicate current state and the readiness for the change in the business aligned with the program outcomes, get assistance from the appropriate senior leadership to drive the change.
  • Coach senior leaders and executives by helping them successfully be change sponsors.
  • Provide direct support and coaching to all levels of managers and supervisors as they help their direct reports through transitions
  • Integrate change management steps into each project teams operating activities and plans
  • Utilize change management processes and tools to create a strategy that supports adoption of the changes required by a project or initiative
  • Support communication efforts including the design, development, delivery and management of communications
  • Conduct impact analyses and metrics to assess and improve the organizations change readiness and to support key stakeholders
  • Track detailed budget per vendor, per milestone, per project, and for the program
  • Drive training efforts. Provide input, document requirements and support the design and delivery of training programs
  • Complete change management assessments
  • Create actionable deliverables for the five change management levers: communications plan, sponsor roadmap, coaching plan, training plan, resistance management plan
  • Track and report issues
  • Define and measure repeatable success metrics and monitor change progress

Confidential

Principal Business Transformation Consultant

Responsibilities:

  • Designed and created digital transformation strategy; resulting in optimized internal operations, improved interaction within organization’s ecosystems, products and services reflective of customer’s needs
  • Created transformation, change management strategy and frameworks for (5) critical areas experiencing digital disruption: leadership, omni experience, information, operating model and work source
  • Evangelized and led design thinking workshops resulting in the adoption of the Agile method of planning and governance
  • Led the enforcement of the valuation criteria to channel funding for strategic, enterprise-wide digital initiatives
  • Designed and implemented customer journey frameworks; incorporated digital first engagement models
  • Designed and implemented the framework for both an enterprise and line of business digital enterprise architecture review board; providing clearer insights of internal and external forces enabling better calculated decisions
  • Designed Operating Model; resulting in more responsive and effective business operations; leveraging digitally connected products, services, assets, people and partners

Confidential

Sr. Digital Strategy Consultant

Responsibilities:

  • Integrated digital and mobile principles to create omni-experience and go-to market strategy for sales organization
  • Designed LOB digital governance strategy; improving sales and business interaction points and operational effectiveness
  • Designed, implemented and operationalized Sales KPI and Incentive Plan
  • Designed and implemented operational integration strategy for sales, finance, LOBs and marketing
  • Designed and delivered an API Operations Training and Learning Management Program
  • Designed and delivered Governance Strategy to support organizational adoption of API platform
  • Designed and delivered Change Management Strategy; comprised of distinct implementation strategies pertaining to training, communications and governance strategies
  • Designed and delivered stakeholder management strategy for API operational readiness work stream (and associated sub-streams)
  • Designed an internal interactive client interface that surfaced actionable deliverables and assets pertaining to change, governance, communications and training strategies
  • Designed and delivered customized training program(s) tailored to user’s organizational role and responsibilities
  • Integrated use case development and design thinking strategies to create customized training and learning management program
  • Designed and demonstrated functional and business use cases within CRM UI; enhancing training experience and knowledge transfer
  • Designed and delivered tailored reinforcement exercises for business and technical end users; reinforcing key tenants of Salesforce
  • Managed stakeholder management and engagement strategy; gathering technical, functional and business requirements
  • Designed customer experience strategy to enhance brand recognition
  • Optimized website layout and design to enhance customer experience, loyalty and usability
  • Redesigned and enabled mobile and web channels to create optimized customer engagement journeys
  • Designed and implemented digital/mobile strategy; improving user experience, brand awareness and loyalty

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