The World’s Best Portable Iceless Cold PlungesRecover 💪 | Reset 🧠 | Roam 🎒

Responsible for end-to-end ownership of customer expectations, delivery assurance of associated services, deliverables, and outcomes for clients. Accountable for customer satisfaction and contract compliance, including ownership of project status, opportunities, and risks. Dedicated to solving business problems and driving growth by relentlessly pursuing new and improved ways of serving customers through collaboration with Practice, Solutions, and Sales teams.• Owned the operational strategy, administration and service delivery of Google’s Contact Center AI program, transforming the customer experience at two of the world’s largest telcos.• Effectively scaled program from 15 to 70 globally distributed development team members• Created PMO to standardize project management processes and establish best practices for 5Project Managers across multiple engagements• Implemented ADKAR model for change management to create lasting improvements• Maintained a risk register and mitigation strategies to prevent service delivery interruptions• Managed client relationships to ensure high satisfaction levels and account growth• Controlled P&L with a focus on resource optimization• Ensured contract compliance and that terms of SOWs are fulfilled• Tracked and reported program KPIs to internal and client leadership teams

Led company-wide Agile transformation and the adoption of Scrum and Kanban practices across engineering, marketing, and sales teams. Led multiple engineering Scrum teams developing performance automotive aftermarket products - SAAS, device firmware, vehicle hard-parts.Keys to success - Servant Leadership, Agile and Scrum Training and Coaching, SDLC Management, Removing Team Impediments, Scrum Event Facilitation (Daily Scrum, Sprint Planning, Backlog Refinement, Sprint Retrospective, Sprint Review), Scrum Artifact Maintenance - Sprint Backlog, Product Backlogs, Increments, Product Owner and Stakeholder Collaboration, Performance Metrics Gathering and Utilization (Velocity, Sprint Goal Achievement, Estimation Accuracy, etc.), Kanban, Program/Product Management - Road Mapping, Status Updates, Strategic Planning

Keys to success - Enterprise Software Research, Analysis, Acquisition, and Implementation, API, Software Integration, Agile and Waterfall Project Management, Kanban, Project Documentation (Charter, Scope, Requirements, Work Breakdown Structure, Risk Management, Change Management, Communication Management, Cost Management, Time Management - Milestones), Data Gathering and Analysis, Cross-Functional Team Leadership, Vendor and Stakeholder Management

Keys to success - Continuous Improvement, Six Sigma, Kaizen, 5-S, Malcom Baldridge, Data Gathering and Analysis, Process Mapping and Process Design, Value Stream Mapping, SOPs, Change Management, Leading Cross-Functional Teams, Servant Leadership

Keys to success - Program Development, Coaching, Training, Mentoring

Keys to success - Data Analysis, Interviewing, Process Mapping, Documentation, Leadership Presentation, Continuous Improvement, Systems Thinking