Digital Program and Project Leader

April 2023 - Present 

I am a Services Project Manager at Manhattan Associates, where I am responsible for managing the implementation of Manhattan Active SCALE warehouse software solutions. This includes overseeing the entire process from design to go live. My duties involve setting project objectives, executing, and implementing warehouse software solutions, and ensuring strict budget management and adherence to SOW. I also handle resource management, which includes acquiring project resources and coordinating the efforts of 3rd party contractors and consultants to ensure the project is delivered according to plan. I oversee mid-size projects, with budgets ranging from $300K to $2M. Additionally, I prepare communications and presentations for SteerCo meetings with C-level stakeholders. Achieving this by focusing on avoiding technical debt to promote the company's financial stability and growth through coaching, mentoring, and educating program owners and project teams.

Skills: Scope Management · Budget Strategy · Cross-Functional Collaborations · Project Management · Business Process Improvement · Budget management · Client Relationship Management · Salesforce · Microsoft Office Suite · Microsoft SharePoint / Teams · PowerBI · Workday

Principal Project Program Manager - Customer Experience Process Improvement

During my tenure at AT&T, I played a pivotal role in the development of a valuation methodology. This methodology was instrumental in determining which customer experience initiatives, derived from employee field trip feedback, best served our Customer Experience strategic goals. I then oversaw the implementation of these initiatives, demonstrating my strategic thinking and ability to drive impactful change.

Skills: Presentation Skills · Business Strategy · Cross-Functional Collaborations · Project Management · Business Process Improvement · Databricks Lakehouse Platform · Salesforce · Microsoft Office Suite · Microsoft SharePoint · PowerBI · Asana · JIRA

Lead end-to-end transformation programs across all Consumer, creating best-in-class onboarding training, program and project management, and communication methodologies to elevate customer and employee experiences. Guiding a diverse team of cross-functional Directors and Leaders to advance ideas promoting customer-first concepts.

Facilitate weekly leadership cross-functional collaboration meetings and information sessions to ensure the partner teams working on Customer Experience Transformation are aligned on important Transformation topics.

Skills: Presentation Skills · Business Case Creation · Business Strategy · End-to-End Project Management · Program Management · Cross-Functional Team Leadership · Microsoft Office Suite · Microsoft SharePoint · Microsoft Azure Databricks Service · PowerBI · Asana · JIRA

As the business product owner for Social Media, Digital Adoption, and Predictive capabilities, our goal was to determine ways to proactively offer customers helpful solutions on top customer call drivers before they needed to call for assistance. We proactively addressed the risk of repeat contact by providing digital solutions relevant to the customer's primary issue.

Created, governed, and launched social media awareness campaigns to encourage customers who tend to call to use digital tools. Communications are based on where customers are in their customer experience and likely call to care. The primary objective was to reduce the number of calls into care.

Leveraged data to govern and encourage the creation of new predictive modeling to support business needs and task accomplishment. We formalized the organizational model, process, and governance to think from a customer perspective and drive business and customer key performance indicators/metrics for success.

Skills: Social Media Campaigns · Predictive Analytics · Search Engine Marketing (SEM) · Digital User Experience · Product Management · Governance · Microsoft Office Suite · Microsoft SharePoint · Microsoft Azure Databricks Predictive Modeling and Analytics 

Meticulously managed short-interval to medium-sized projects assigned via JIRA and large to extra-large capital through our Agile processes. Efforts ensured resources were assigned and engaged, sourced from the Digital Design User Experience and Delivery teams, and trusted to deliver requirements, oversee development, and implement.

We partnered with the usability team to ensure the customer's point of view is represented as we develop projects and test and learn concepts through usability studies. 

Developed processes to guarantee quality and manage our third-party vendors in delegated project scope, as well as manage assigned vendors.

I functioned as interim team manager of a team of 13, providing direction, training, and leadership while continuing assigned project and program management responsibilities.