SUMMARY:

• Passion for Technology: Demonstrated 20 year track record in the tech industry as a project and program manager in E - Commerce, Online Advertising, and Operations with on-site experience in India, New Zealand, the UK, Ireland, and Italy.
• Operational Expertise: Deep experience in program management with a focus on Operations. Aptitude in the establishment of scalable internal processes and creation of subsequent training documentation. Detail-oriented, successful track record in service and support environments.

TECHNICAL SKILLS:

Strong Interpersonal Skills: Proven ability to develop solid client and team relationships. Experience partnering on cross-functional project teams. Skilled facilitator with a sense of humor.

Technical Savvy: Agile Project Manager with 20 years in technology/e-commerce. Proficient in Sharepoint, PowerPoint, SQL, Microsoft Project, Mac OS, Outlook, Access, Microsoft Word, Excel, and Visio.

Problem Solving: Strong ability to assess and solve critical issues in a timely fashion, comfort with ambiguity.

Change Management: Ability to anticipate, learn quickly, and adapt in a rapidly changing environment.

PROFESSIONAL EXPERIENCE:

Operations Program Manager

Confidential, Redmond, WA

Responsibilities:

• Responsible for designing, launching, improving, and executing operational solutions for Global Programs and Process across the Microsoft Advertising Network (Search, Display, and Publisher, Microsoft Store). Consistent track record of promotion.
• Provided Operational Program Management support for Microsoft Advertising engineering roadmap across multiple customer facing platforms (Microsoft Store, AdCenter, and PubCenter.). Gathered detailed functional requirements from customer escalations, QA, MarkComm, and business stakeholders. Created project plans, wrote test scenarios, and drove release comms (both customer and internally facing.)
• Drove functional requirements for changes to customer/partner UI’s across Microsoft Advertising and Store teams. Provided Release Readiness testing on a continual development/engineering release schedule. Managed Go/No go release criteria across multiple internal stakeholder teams. Engaged in post release data analysis, developing reports (customer pain points, bug reports, etc) to inform hot fixes and future release requirements.
• Coordinated user acceptance testing and operational readiness tests for high visibility Microsoft adCenter and PubCenter releases and customer impacting platform migrations. Created and maintained ORT project and communication plans for releases impacting over one hundred thousand Microsoft Advertisers and 3rd party publishers in any given development cycle. Managed vendor PO and procurement process for SOP vendors. Successfully recruited and trained temporary and contract staff for CRM, Release Management, and filled additional project team openings as needed. Responsible for filling contract staffing needs for multiple concurrent programs.
• Lead Traffic Quality Operations liaison for Yahoo/Microsoft Advertising partnership, ensuring multiple redundancies for Malware detection on Bing Search engine were in place before partnership launch.
• Acted as liaison between team of Traffic Quality Engineers and Microsoft’s Digital Crimes Unit to prepare and present investigational findings as part of ongoing efforts to improve Network Quality in Microsoft Advertising.
• Travelled to the UK and India to gather, prioritize, and present stakeholder requirements, critical path feature requests, and bug fixes related to Microsoft’s advertiser network. Represented both internal stakeholders and customers.

Operations Manager

Confidential, Seattle, WA

Responsibilities:

• Hired by, and reported directly to President. Project Manager responsible for overseeing Confidential 's VAT Recovery process, resulting in over $9 million VAT capture annually, generating a substantial 300% ROI.
• Hired and led team responsible for timely filing and follow-up on quarterly VAT refund applications to foreign tax ministries for CVM’s 100+ clients.
• Consulted directly with VP’sf Tax at British Petroleum, Bechtel, UTC, Baker Hughes. Acted as liaison between IRS, foreign taxing authorities, and major multinational corporations in VAT reclaim matters.
• Conducted weekly testing of proprietary software under development. Maintained bug and enhancement log, drove weekly meetings to address development needs with technical developers based on user feedback. Followed up on development deadlines.
• Created an online Operations knowledge center and procedure manual.
• Organized, led, and provided training for quarterly travel audits at various client sites in U.S. and overseas.

Sales & Marketing Manager

Confidential, Seattle, WA

Responsibilities:

• Provided day-to-day support for four VP’s of Business Development.
• Responsible for final development and production of proposals, tables, and other business collateral using Word, Excel, Visio, and PowerPoint.
• Acted as liaison between Sales and Marketing teams, tasked with ensuring Sales message and collateral remained on brand.

Regional Operations Manager

Confidential, Chicago, IL

Responsibilities:

• Hired by and reported directly to Senior VP and GM of Sapient’s Chicago and New York offices.
• Lead Project manager responsible for multimillion-dollar build out and operations budget for the offices within Sapient’s New York campus. Member of senior office leadership, tasked with providing and communicating solutions to campus brand, expansion, facilities, budgeting and human resources issues. Consulted on several successful company-wide cost savings initiatives.
• Developed and implemented a hiring process for the Chicago and New York offices. Hired and managed 13 persons with zero voluntary turnover in 4 years.
• Grew and established Operations in 20 person Chicago office, scaled office and community processes to 100 person community within 1.5 years of hire date. Promoted to Chicago Operations Leader within 6 months of hire.
• Managed Sapient New York Operations for a 600-person campus with 3 separate locations.
• Successfully oversaw Operations integration when Sapient refocused from IT services to E-Commerce consulting; including acquisition of two Design firms with fundamentally different Operational approaches.