We provide IT Staff Augmentation Services!

Senior Program Manager Resume

North, AmericA

SUMMARY:

  • Global leader for strategic operations and product initiatives
  • Measurement expert with Forrester® Customer Experience Index (CXi), Net Promoter Score (NPS), and Sentiment Analysis
  • Create compelling stakeholder stories from complex data to identify change opportunities
  • Ability to work with urgency and limited information
  • PMP® with strong presentation, writing, and interpersonal skills

PROFESSIONAL EXPERIENCE:

Confidential, North America

Senior Program Manager

  • Lead SaaS customer operations initiatives to scale and reduce cost to serve
  • Owner of global customer experience measurement program - since involvement: +300% survey response rate, +200% live surveys, +100% customer journey touchpoints measured
  • Managed Jive support community migration (30,000+ members) including vendors, process, and coverage model
  • Global Project Manager for Emergency Team to resolve service outages (33,000+ customers)
  • Project manage Professional Services engagements for enterprise customers
  • Investigated ITAR compliance for service offering
  • Develop PMO templates and stakeholder reporting in Smartsheet, Excel, and PowerPoint

Confidential

Senior Project Manager

  • Managed platform migration of 400 North American customers ($45M USD)
  • Partnered with global GIS project teams supporting Fortune 500 customers to integrate map data (2011 revenue +15%)
  • Led real-time traffic project (XML feed) for key contract win in Nov 2011 (estimated $20M yearly revenue)

Confidential

Project Manager

  • Led data conversion consulting engagements for Fortune 500 pipeline customers
  • Managed product development rewrite of DOT Public Awareness offering
  • Managed proposal bid to provide services to state municipalities and agencies (MA ITS33)

TECHNICAL SKILLS

Platforms: NetSuite, Episerver CMS, Jive, Tableau, Salesforce, SurveyMonkey, Techvalidate, Marketo

Applications: Smartsheet, Microsoft Office, Excel vLookup and Pivot, Project, PowerBI, and SharePoint; FireFox RESTClient, Jive-x Data Export Service (DES)

Programming: Exposure to HTML, SQL, OpenLR, Datex2, RDS-TMC

Interests: Machine Learning, Artificial Intelligence

Hire Now