Structured undefined opportunities and oversaw multiple large programs and experiences through completion. Accountable for defining and meeting experience and operational performance goals by coordinating cross-functional execution with multiple departments.• Manage a portfolio of project and product-based teams within the health plan Cx, Experience Management (XM) and process improvement function.• Directed and developed PI consultants and analysts who provided healthcare consulting services to internal clients.• Business Lead for national member services chatbot implementation and digital support experience; achieved 35% chatbot containment, 14% decrease in password reset calls, 13% decrease in tier-2 support tickets.• Led 2-year, 200+ member cross-functional program focused on member facing digital (kp.org) enhancements for health plan products: $125M+ realized benefits, 60+ new capabilities deployed across 6 product areas.• Accountable for portfolio management systems, dashboards and processes and have delivered enhancements to prioritization, visualization, communication and project tracking.• Analyzes performance and drives reporting of established KPIs/OKRs (e.g. Digital Engagement, Call Reduction).• Spearheaded change efforts for Scaled Agile (SAFe) and Product Management education with 25+ business leads.

Ensure high levels of customer satisfaction and member retention by investing in, structuring, and leading programs and projects, and by reinforcing a team culture of excellence in customer and member service.• Direct report responsibilities for high-performing team of project managers, business analysts and consultants: Recruiting, workload planning, compensation, employee recognition and on-going performance management.• Oversaw the execution of analytic inquiries and developed actionable recommendations aligned to business objectives across Marketing, Digital (kp.org & mobile), Call Centers and Regional Operations.• Drive program planning and execution to determine key priorities and objectives; anticipate potential threats or opportunities, Recommended and led multi-departmental action plans on appropriate interventions or improvements.

Project lead for enterprise-wide service strategy and member experience initiatives (8 regions, 9 States & D.C., 5+ Lines of Business, 100+ Team Members). Accountable for program oversight, project leadership and supported the development of strategic initiatives: New Member Welcome, First Visit Readiness, Pre-effective Member Strategy. **Consistently achieved all target and most stretch goals all 4 years.• Accountable for program oversight, project leadership and supporting the development of strategic objectives for medium to large-scale initiatives.• Supervised and integrated the work of other project managers or subject matter experts to ensure adequate resources are available, dependencies monitored, and delivery commitments met.• Facilitated stakeholder meetings and delivered formal communications to executive leadership.Provided execution leadership for large multi-disciplinary team.• Executed Risk Management strategies to facilitate resolution of problems encountered.• Planned and conducted in-depth data analysis to identify and recommend new solutions for business problems.• Delivered timely communications regarding performance, needs and requirements to senior leadership and project team.• Led requirements gathering sessions and developed user training plans for member service initiatives.• Experience reviewing and writing user stories/journeys.

Oversaw strategy and project execution for a portfolio of North America’s largest medical device engineering and advanced manufacturing technical training events, ensuring achievement of financial goals.• Managed multifunctional team including operations, sales, advertising and marketing to establish and deliver on project timelines. (Matrix Management atmosphere)• Conducted competitive research and industry-specific market analysis.• Established and adhered to a fast-paced production and execution timelines including: Research, program delivery, department briefings, participant recruitment, sales, and on-site operations.• Identified, established relationships, and supported contract negotiations for vendors and industry partners.• Coordinated temp workers, partners and vendor orders providing solutions for a diverse range of problems.Specialties: Project management, market research, conference program development & production, design, development, recruitment, and various other effective tools