Alex James Email & Phone Number

Product manager of Rawbot's acclaimed Slack application: BirthdayBot, an app used by 40,000+ organizations globally.• Strategically led BirthdayBot's vision and development, including by way of a customer data-driven roadmap.• Implemented data-driven strategies, leveraging market research and user analytics to continuously refine our product.• Orchestrated cross-functional teams, ensuring seamless alignment of technical, design, and marketing efforts with user-centric goals.• Advocated agile methodologies for dynamic product evolution, balancing innovation with customer delight.• Cultivated a culture of collaboration and open communication within teams, enhancing overall product quality and user experience.• Elevated organizational cultures globally, proving the power of technology in strengthening workplace connections.

Auckland, New Zealand

At FletcherTech (Sep to Nov 2023) as Change Management Lead, I have combined strategic planning, team leadership, and a deep understanding of user needs to drive digital excellence and transform employee experiences.• Executed the deployment of Procore's Workforce Planning module as part of their broader Portfolio Management suite.• Managed stakeholder expectations and improved end user experience for hundreds across 16+ corporate branches.• Led cross-functional teams in strategic stakeholder collaborations and discovery sessions to align business needs with superior digital solutions.• Implemented a data-driven approach for continuous refinement of digital experiences, boosting user satisfaction and operational efficiency.• Developed and executed comprehensive change management strategies, focusing on training and communication to ensure seamless transitions.• Created and distributed key user support materials, aligning digital transformation goals with user competence and organizational efficiency.• Educated and empowered users, leveraging agile methodologies and change management techniques to consistently achieve high satisfaction rates.

At Metlifecare (Apr - Sep 2023) as a Digital Identity Adoption Change Lead, I spearheaded pivotal initiatives to revolutionize digital identity adoption and enhance security practices. My role was instrumental in shaping the digital landscape, marked by:• Led strategic initiatives to integrate digital identity solutions, significantly boosting user engagement and system security.• Developed a comprehensive business case for a digital project, focusing on impact assessments, risk mitigation, and budget optimization.• Redefined New Hire Onboarding experience, by workshopping and designing a comprehensive world- class employee onboarding experience.• Crafted innovative and engaging instructional materials.

Pleasanton, California, United States

Situated in Workday's Business Technology Change Enablement team, I spearheaded the deliveryof change enablement initiatives for Workday’s hosted software solutions, collaborating with key stakeholders to ensure the delivery of large technical product implementations with an aim to mitigate risk, account for impacts to customer experience, and ensure high-quality post-implementation support, while providing reporting and insight to senior management, continuously promoting performance and service improvements:• Delivered large technical product implementations with outstanding customer results• Partnered closely with key stakeholders and external partner organizations, often doing vendor management for digital transformation initiatives.• Advocated for streamlining Business Technology knowledge management at Workday.• Revamped the change enablement reporting and governance structure with an agile framework, reducing friction and increasing transparency through improve analytics on team activity.• Trained 15% of Workday's 19,000 employees on core collaboration tech, receiving near-perfect reviews (visible in my Workday Anytime Feedback)• Created a highly-popular tech article series, among the highest engagement and readership at Workday• Innovated end-user knowledge access with a mobile-first app approach, used thousands of times in the workplace, and which was a cornerstone in or return to office support strategy

San Francisco Bay Area

• Championed Slack's mission by leading the charge in successful product implementations withkey fund companies like Halp, Lattice, and Zylo through expert project management and impactfulcommunication strategies.• Engineered seamless integration with partner organizations like Looker, Moveworks, and Guruthrough innovative change enablement practices.• Revolutionized the way Slack resolves internal user requests with a cutting-edge AI-powered NLP/MLbot, resulting in a 35% increase in ticket resolution rate and freeing up hundreds of hours for end userservices teams.• Elevated Slack's technical support to new heights by overhauling documentation processes andtechniques, leading to improved discoverability and content management.• Streamlined work processes and boosted productivity through the creation of several automatedworkflows.• Educated hundreds of Slack users on best practices and optimization strategies, elevating theirperformance to new levels.

Pleasanton, California

Championed the roll-out of a global training program to help drive technology adoption, experience, and success with employees. Designed and delivered an innovative curriculum, promoting the use of technology for productivity. Collaborated with employees to understand technology challenges and pain points, analysing and distilling data to create supportive solutions for sustainable change. Cultivated strong relationships and built a strategic internal network of adoption advocates to engage the larger employee population for optimal impact.• Project managed the introduction of new video conferencing technology and onboarded Adaptive Insights.• Increased enterprise control, automated processes, achieved accelerated speed to delivery, and increased productquality through an impactful training and webinar series delivered to 500+ employees each month.• Enhanced efficiency with the adoption of NexusSearch federated discovery platform to search multiple data sources and present results via a single-user interface.

Pleasanton, Ca

Subject matter expert responsible for managing the successful implementation and onboarding of Slack’s Enterprise Grid solution to employees at Workday. Leveraged strategic project and change management best practices to develop robust communication plans, build a comprehensive training program, and create stakeholder engagement activities to complement project scope and contractual obligations.• Led 5 implementation projects to deliver commercial business solutions for Slack, Zoom, and Google, with a focus on strong relationship management to successfully meet stakeholder expectations.• Drove product engagement by devising support articles, communication campaigns, and video tutorials to keep Workday staff updated on product innovations and changes.

Wellington, New Zealand

Member of an agile project team accountable for project lifecycle of an OpenText Content Server CMS implementation initiative to enhance organisational capacity through a large-scale change program. Delivered business and technical consultation, working with diverse stakeholders to understand business requirements in order to design bespoke user training to strengthen and promote new workflows, systems, and processes.

Wellington, New Zealand

• Championed the development and implementation of a comprehensive program management framework for multiple information management initiatives at the NZTA Information Team, streamlining project progress and inter-team communication.• Demonstrated technical mastery and exceptional support skills, successfully managing post-deployment operations and providing ongoing training and resources to the Information Operations team.• Proactively identified and addressed challenges, driving process improvements to optimize support call handling and ensuring seamless information management operations.

Wellington, New Zealand

• Expertly established a comprehensive program management structure for multiple information management projects at NZTA• Delivered exceptional technical support and operational excellence post-ECMS implementation, including training, support materials, and process improvements for the Information Operations team.• Designed and created comprehensive support collateral and managed a multi-disciplinary project team to successfully deploy an engineering module.• Lead the rollout workstream, transitioning the legacy document management system to a new ECMS, successfully training and onboarding over 1,700 NZTA staff and external partners.• Conducted over 80 successful user experience research consultation sessions, demonstrating exceptional communication and interpersonal skills with a commitment to customer satisfaction.• Expertly managed project budget, including invoice processing, and successfully navigated vendor management and cost negotiations.

San Francisco Bay Area

Contributed toward elevating the brand's online presence through innovative content and social media strategies. I co-crafted website copy, effectively showcasing the start-up's unique value proposition. My skills in community management were also put to work as I managed social media campaigns aimed at growing the Convozine community and fostering engagement with our followers.

Master Of Arts - Ma, Cultural Studies/Critical Theory And Analysis

Activities and Societies: Graduate Student Senator, Marketing Director AUP Music and Recording (AMR)

Bachelor Of Arts - Ba, Political Science And Government