Chelsea Baker's Location
Nashville, Tennessee, United States, United States
Chelsea Baker's Contact Details
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About Chelsea Baker
Chelsea Baker is a seasoned program manager and leader who infuses operational excellence into cross-functional business and technical teams. She has 6 years' experience as an internal consultant at Netflix, leading highly visible and cross-functional initiatives to improve the consumer experience at scale with operations, data, and tech. She also has 10 years' experience managing mission-critical software projects, delivering end-to-end SaaS solutions for Fortune 500 clients, and leading measurable process improvements for new teams and start-ups. She’s managed people in technical and non-technical roles.Her peers and leaders seek out Chelsea for her hands-on owner’s mentality, inclusive leadership, ability to drive progress amid overwhelming ambiguity, and refreshingly actionable insights and presentations. She loves helping business leaders solve their hairiest problems and achieve aggressive goals, especially for newly formed teams and 0 to 1 programs and products.Chelsea attended the University of California, Berkeley, is an Advanced Certified Scrum Master, and is LUMA-certified. In her spare time, she's a career mentor for girls, fosters rescue dogs awaiting adoption, and plays drums in a local rock band.
Chelsea Baker Work Experience Details
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Senior Program Manager, Product Discovery & PromotionNetflix Jul 2023 - PresentLos Gatos, Ca, UsLead vision, strategy, and execution of multi-million dollar programs for a 1,500-person global org using operations, data, and tech. Widely recognized for driving impact on high-stakes challenges, particularly in emerging spaces that are very ambiguous, complex, and cross-functional.• Launched a 0 to 1 program to up-level the timely delivery and quality of thousands of creative assets reaching billions of impressions. Led a cross-functional team to establish a data-informed standard of global operational excellence. Partnered with data science as product manager on a composite metric, dashboard, and analytic methods for diverse, non-technical users. Led change management and guided leaders on transitioning to steady-state at global and regional levels. • Identified opportunities to reduce the impact of consumer-facing asset delays by 30%, an $8MM value. Now prototyping digital supply chain metrics for earlier detection and rapid diagnosis.• Partnered with data science on R&D of ML risk prediction by leading ideation and user research.• Mentor and advocate for other project and program manager colleagues through upskilling, tapping them for stretch projects, and serving on interview and promotion panels. -
Operations Program Manager, Product Discovery & PromotionNetflix Feb 2021 - Jul 2023Los Gatos, Ca, Us• Helmed large-scale efforts to prevent operational and creative misses that affected consumers, attracted viral media, and valued >$80MM. Collaborated across product, creative, and security to reinvent workflows and tools, reducing errors by 90% and signaling risk months in advance.• Innovated for operations at scale by building prototypes and MVPs for risk prediction, task management integration across employee and vendor workflows, automated quality control, and exception-based alerting with Airtable, Zapier, Tableau, SQL, and Google Suite.
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Systems Program Manager, Product Discovery & PromotionNetflix Oct 2018 - Feb 2021Los Gatos, Ca, UsPerformed user research, mapped cross-functional workflows, measured task ROI, and implemented solutions to streamline and right-size creative asset and metadata fulfillment, operationalize new creative assets, and inform product roadmaps.
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Program Manager, Software EngineeringLieberman Research Worldwide Mar 2018 - Sep 2018Los Angeles, Ca, UsIn this leadership role as the most senior program manager, I drove the full spectrum of program and product management through the SDLC for this market research firm's software portfolio. I was recognized for operational excellence, and collaborated with VP and C-level leaders to define technology strategy. I managed and grew people in Project Manager, Engineer, and Senior Engineer roles.• Spearheaded alignment on tech strategy, roadmap, and resourcing with business unit leaders, VPs, and C-level. Worked with CTO and Software VP to establish a more transparent and objective project prioritization process.• Product and Program Manager for 10+ projects, including company's flagship data tabulation software. Achieved highest internal adoption (90%+) of any non-mandated software through elegant design, strong stakeholder management, and effective communication strategies.• Sought out by other leaders for guidance on PM best practices, and collaborated on company's PM training. Coached other teams in adopting Agile to increase transparency, throughput, and team satisfaction.• Selected for company's leadership program for top performers. Partnered with other top performers to propose to executive team a solution to improve company's middle-management engagement levels.• Won company's Innovation Award for project managing a cloud-based choice modelling simulator for clients. Won Values Award for fostering an enjoyable work environment.• Breadth of practical experience with people-management, team-building, resourcing, conflict management, nurturing employee growth, interviewing, and hiring. -
Senior Project Manager, Software EngineeringLieberman Research Worldwide Mar 2017 - Mar 2018Los Angeles, Ca, UsWith an owner’s mentality, I elevated our PM practices and dramatically improved relationships with our user-base. I was responsible for: project prioritization, product vision and goals, roadmapping and backlog ownership, resourcing, UX/UI design, serving as Scrum Master, driving adoption, iterative process improvement, and establishing KPIs. I also managed 3 people in technical and non-technical roles.• Product and Project Manager for 10+ projects, including software for: survey design, dashboards, data tabulation, and cloud-based choice-modelling.• Fortified process weaknesses through a methodical evaluation of PM practices. For example, refined backlog grooming process to extend roadmap visibility from 1 sprint to 3 months.• Took initiative to analyze team performance metrics and revealed bottlenecks in QA were actually rooted in development. Found that 79% of bugs derived from one cause, spurring new initiatives to prevent them.• Led a company process audit initiative and presented recommendations to business unit leaders for improving collaboration, reducing waste, and closing training gaps.• Crafted role definitions and career paths for our PMs and developers. Led to role clarity and more objective evaluations.• Analyzed resourcing metrics to find team’s optimal role allocations. Used these to collaborate with VP in making data-backed hiring requests to the executive team. • Developed and co-led large cross-team Scrum training. Spearheaded “scrum of scrums” to improve cross-departmental coordination.• Hired, onboarded, and managed people in QA Analyst and Engineer roles.
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Project Manager, Software EngineeringLieberman Research Worldwide Jan 2016 - Mar 2017Los Angeles, Ca, UsAs the sole PM, I used an entrepreneurial mindset to bring project management excellence, better Scrum, and quality control to a team of developers. I established better workflows, task visibility, resource planning, rollout and communication strategies, roadmapping, and a cross-team PM insights group. I hired, trained, and managed the team’s first QA resource.• Project manager and business analyst for internal software projects, including mission-critical survey design platform supporting 1,000+ client projects annually.• Streamlined and managed automated reporting operations for client projects. Implemented practices to improve team work/life balance, increase quality and visibility, and improve communication and relationships.• Established a QA framework including functional, regression, and white glove testing. Achieved lowest number of production bugs ever and improved developer job satisfaction.• Programmed a proof of concept for automated UI regression suite with Ruby and Cucumber.• Led workshop to craft team mission statement and guiding principles, helping the group identify as a team.• Administered company’s Jive intranet, including analyzing user behavior in Google Analytics and overhauling the homepage to improve usability.• Analyzed survey-building trends to influence the company’s survey UI with data-backed recommendations.• Managed QA Analyst and nurtured their rapid growth into project management.
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Director Of OperationsLuv Footwear Apr 2013 - Jan 2015This role as the CEO’s right-hand person spanned the responsibilities of running a fledglingfootwear design and e-commerce business. It required proactive problem solving, communicatinggoals to team members and vendors, and a holistic understanding of how decisions affected the company.• Managed and motivated 35 brand ambassadors, and grew the program fivefold• Addressed slow market adoption by collecting and analyzing customer data. Used this data to revamp strategy and boosted online sales 30%+• Expanded marketing efforts while remaining within budget. This included building relationshipswith bloggers to procure dozens of reviews, coordinating promotional events, and masterminding email campaigns• Doubled the number of Facebook page “likes” with a data-based approach of methodically testing and analyzing tactics• Evaluated ROI of sales and marketing efforts to present business cases to CEO• Increased productivity by shrinking order fulfillment time 40%+, systematizing returns/exchanges, and streamlining/automating other business processes• Produced original artwork for social media and website, quality-tested every detail -
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Engagement Manager[24]7.Ai Dec 2011 - Apr 2013San Jose, California, UsClient-facing project manager at a 9,000-employee, $180M SaaS company that develops web chat, mobile, and speech recognition enterprise software. This was a highly results- and deadline-driven position which required deftly juggling multiple concurrent projects through their full life-cycle, from kick-off through maintenance. Clients included American Express, Capital One, Wyndham Hotels, and Emirates Airlines.• Led team of over a dozen members through company’s most high-profile implementation, fraught with uncertainty and conflicting stakeholder priorities. Resulted in establishing the team as a trusted partner of this Fortune 100 client• Drove projects to on-time completion even during the acquisition of 2 companies, which involved harmonizing disparate team roles, practices, and technologies• Finessed a positive relationship with the company’s notoriously “difficult” client, who later signed off on repeat business• Managed expectations and requirements between the clients and internal cross-functional teams, often across many locales including the East Coast, China, and India• Built confidence with stakeholders by communicating regular status updates• Created client-facing performance metric reports and monitored application health• Quality-reviewed deliverables to ensure alignment with company goals -
Voice User Interface Designer (Vui Lead)[24]7.Ai Feb 2011 - Dec 2011San Jose, California, UsAs a lead speech UI designer, planned, built, and enhanced world-class speech solutions on very tight timelines for American Airlines, MetroPCS, Vail Resorts, Rite Aid, Aldo Shoes, and others. Responsible for projects through the full SDLC, from kick-off through maintenance.• Led design of largest application in company history, with hundreds of nodes painstakingly reverse-engineered to perfection, based on ambiguous requirements. Delivered on an incredibly tight timeline with an agile/waterfall hybrid approach, and gained a foot-in-the-door with this Fortune 100 client• Wowed a name-brand client when asked to improve a small part of their application, and uncovered flaws upstream. Took initiative to make holistic recommendations• Overcame clients’ challenges with creative solutions, and influenced their choices with data and experience to produce mutually beneficial outcomes• Represented company as subject-matter expert during very frequent client interactions• Trained and mentored 5 junior designers and interns, tactfully communicating feedback• Collaborated closely on project teams with developers, project managers, and QA
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Voice User Interface Analyst[24]7.Ai Dec 2008 - Feb 2011San Jose, California, UsClient-facing design and analysis role that included planning, building, analyzing, and tuning applications on very tight schedules, with frequent client interaction. Supported sales and internal research and development efforts.• Recognized by peers for thorough, detailed documentation of client requirements, sometimes up to 150 pages, to enable timely and high-quality delivery• Gained the confidence of clients with thorough, data-backed business cases and analyses• Collaborated with Sales to create compelling demos that reeled in new business• Improved company’s value offer by expanding pool of available voice talents. Recruited, coached, coordinated, and handled contracts and invoices• Collected and analyzed large sets of call data to identify areas for further research, improve the company's toolset, and tune clients' applications
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Customer Operations Assistant[24]7.Ai May 2007 - Dec 2008San Jose, California, UsRole supported professional services, design, finance, and sales teams.• Reduced workload for Finance by up to 10% by systematizing and managing invoicing• Collaborated in the creation of a training curriculum for new Engagement Managers• Fostered diverse relationships with skillful communication and by proactively pitching in
Chelsea Baker Skills
Enterprise Software
Professional Services
Saas
Crm
Pre Sales
Ivr
Product Management
Managed Services
Speech Recognition
Agile Methodologies
Partner Management
Go To Market Strategy
Cloud Computing
Software Project Management
Solution Selling
Strategic Partnerships
Management
Cti
Demand Generation
Software As A Service
Start Ups
Customer Relationship Management
Unified Communications
Strategy
Project Management
Salesforce.com
Team Leadership
Program Management
Cross Functional Team Leadership
Contact Centers
Microsoft Office
Lead Generation
People Management
Wireframes
Quality Assurance
Market Research
E Commerce
Marketing
Analytics
Mysql
Adobe Creative Suite
Jira
Microsoft Excel
Flow Diagrams
Smartsheet
Trello
Full Sdlc
Spanish
Chelsea Baker Education Details
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University Of California, Berkeley -
Institute For Integrative NutritionHolistic Health & Nutrition
Frequently Asked Questions about Chelsea Baker
What company does Chelsea Baker work for?
Chelsea Baker works for Netflix
What is Chelsea Baker's role at the current company?
Chelsea Baker's current role is Senior Program Manager at Netflix.
What is Chelsea Baker's email address?
Chelsea Baker's email address is cb****@****ine.com
What is Chelsea Baker's direct phone number?
Chelsea Baker's direct phone number is +131056*****
What schools did Chelsea Baker attend?
Chelsea Baker attended University Of California, Berkeley, Institute For Integrative Nutrition.
What are some of Chelsea Baker's interests?
Chelsea Baker has interest in Children, Civil Rights And Social Action, Environment, Disaster And Humanitarian Relief, Health.
What skills is Chelsea Baker known for?
Chelsea Baker has skills like Enterprise Software, Professional Services, Saas, Crm, Pre Sales, Ivr, Product Management, Managed Services, Speech Recognition, Agile Methodologies, Partner Management, Go To Market Strategy.
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