Responsible for creating and maintaining the fiscal plan and associated list of Strategic Initiatives and Programs, including business performance measurement via OKRs for the largest customer support organization in the world. Ensures complete and timely deliverables by driving alignment across all Strategic Initiative Sponsors, Business Owners, Business Managers, Program and Change Managers. Manages the Planning rhythms of the business and ensures agendas, meeting materials, and actions are communicated in a timely manner. Develops process and technology solutions to operationalize Planning functions. Manages reporting efforts and drives data standardization where needed while leading Planning tool implementations and managing existing technologies.

My primary focus is to make the best possible use of Customer Service & Support (CSS) resources to deliver the maximum value and benefits from projects and programs within the portfolio. Responsible for identifying, prioritizing, and coordinating project and program resources engaged within the portfolio. I serve as a primary resource to the portfolio Leadership Team and project/program-related steering committees, also responsible for portfolio Leadership Team engagement and reporting on the state and performance of projects & programs within the portfolio. I support leadership in their efforts of overseeing, managing, and leveraging the entire life cycle of project investments and initiatives to optimally achieve goals and objectives.

Responsible for processes and supporting tools to enable effective and efficient management of Programs, Projects and Change for 35-person Project Management office supporting 1800 users across Customer Experience & Success. Co-created Pathfinder, a Power Platform based app coordinating the management of Portfolios, Programs, Projects and field Change worldwide. enabling a single source of truth with 450 active users. Wrote business case, sourced and managed Pathfinder vendor development team while gathering, prioritizing and developing sponsor requirements for 10 releases over 5 months. Drafted and published Microsoft Business Operations (MBO) certified Project and Change Management frameworks based in PMI, SDM+ and Prosci standards to manage the project lifecycle from envision through deployment.

Portfolio Management for Services Business Operations (SBO), supporting Microsoft Consulting Services and Support worldwide. Managed intake, prioritization, quarterly planning and work for 10 FTEs charged with driving consistency and transparency with how SBO prioritized and executes project work. Created & managed 13 person pooled remote Project Management capability, significantly reducing cost per project while establishing standards which raised overall project quality.

Established new PMO to drive the systematic release of operational capabilities for Microsoft Unified Support’s worldwide business model transformation. Created intake, prioritization and release management processes for 6 business workstreams, executed by vendor team. Aligned project delivery approach to support integration of Prosci methodology into change management efforts. Facilitated lessons-learned sessions and fostered continuous improvement within the team.

Partnered with clients to create value through project and program management execution, end-to-end owner of client and associate experience across multiple engagements. Owned relationship with multiple clients, scoping projects to address business needs and aligning talent to exceed expectations. Delivered multiple business transformation programs across $6 billion global services business. Managed associate contracts, long-range business planning, day-to-day management and mentorship of 12 direct reports. Fostered firm wide IP development and syndication, responsible for 15% of Digital Transformation community annual revenue. Served as Chief of Staff for service line lead and firm Managing Director to mentor and coach new team hires, ensuring personal and project success by educating associates on service line approaches, frameworks, and culture. Assembled global team spanning six practice areas and worldwide time zones to evolve existing regional role into a global blueprint. Provided strategic direction, produced roles & responsibilities with clear accountabilities, and mapped career growth opportunities for technical leaders throughout the service organization. Developed the strategy, business plan, and tools to facilitate communication between 150 corporate employees and the 600 field employees, continuously improving and scaling to over 2400 field employees across 84 stores in three countries.

Developed and executed practice positioning and go-to-market strategy across seven service lines totaling 59% of revenue for nationwide business and IT consulting firm. Managed P&L for all supported areas, one direct report and mentored, supervised and approved activities of three Chicago-based marketers.

Responsible for all brand development and marketing activities for 375 Magnolia stores, a $150M wholly-owned subsidiary of Best Buy, reporting to the Sr. Director of Consumer Marketing and Strategy. Managed $8M marketing budget in the creation and execution of customer-centric value propositions. Managed team of five creative and three account coordinator direct reports.

Exceeded sales goals for direct & agency business for #1-rated NBC affiliate. Exceeded campaign goals with business owners and created TV spot with in-house production team.

Serviced existing accounts, as well as developed new business relationships for large regional advertising agency. Participated in RFP process for a new business acquisition. Managed client budgets and participated in goal setting and ROI analysis.

Managed 5-7 accounts for small advertising agency. Developed comprehensive advertising program. Managed annual budget and co-op funds

Performed advertising sales for in-house as well as agency business. Responsible for establishing campaign goals with business owners and creating TV spot with in-house production team to meet or exceed campaign goals.