Jacqueline Erickson, Sa, Sp, Lpm, Cspo Email & Phone Number

Los Angeles Metropolitan Area

Los Angeles, California, United States

• PROJECT EXPERTISE:OPERATIONAL | Agile Implementation
• Call Center Support Launch
• Contingency Planning
• Customer Support (D2C Subscription, E-commerce, SVOD Subscription, World Cup 2018)
• CX
• D2C Product Launch

Los Angeles, California, United States

• Recruited into the digital product design & development agency by its Founding Partner to find gaps within internal capability and transform its PMO & delivery practices into a digital center for excellence —.
• Directed all aspects of a multi-million-dollar portfolio of complex OTT, e-commerce, D2C, and cyber security platform projects and A11y compliance engagements — injecting Agile best practices and cross-functionally.
• Doubled PMO team and rearchitected the agency’s delivery operation from the ground up — refocusing existing personnel, adopting a holistic approach for project management & reporting, and dedicating support toward.
• Partnered with Product Executive to define & formalize an RFP process for the company — establishing SOPs for mapping user stories, estimating projects accurately, understanding optimal resource requirements.

Los Angeles, California, United States

• Approached by network leadership to take Customer Support to the next level — operationally preparing for the launch into subscription & e-commerce services while also sitting on its newly-formed Culture Committee.
• Defined the programmatic & operational strategies for launching and managing Customer Care for streaming products — rolling out outsourced call center support, establishing consumer policies, defining & executing.
• Launched Customer Care programs to support FOX Nation SVOD & e-commerce site — delivering customer-facing components on budget within 6 months, earning an Outstanding Performance & Results Award.
• Developed roadmaps and templatized project plans for all areas of Customer Operations — partnering with leadership, cross-functional teams, and various networks to establish program governance, drive process.

Los Angeles, California, United States

• Tapped by leadership to create a new role to elevate customer experience — building a unified customer service organization from the ground up to support the studio’s FOX, FX, Nat Geo, and SimpsonsWorld websites & apps.
• Primary liaison to each network’s Operations, Product, Technology, and QA Teams — implementing a new centralized structure for personnel, software, SOPs, and escalations to deliver best-in-class customer care.
• Introduced multi-network performance & trend reporting to better inform executive and stakeholder decision making — enabling customer-centric product improvements and high-value engagement KPI goals.
• Created new internal / external support platforms — building a Customer Service Team Knowledge-Base, Escalation Playbook, and Help Center to reduce customer contact rates and empower service reps.

Los Angeles, California, United States

• Promoted into a chief advocacy role, acting as voice of the customer for platform quality and reliability — bringing standardization to all development QA / UAT practices and positioning the end-user at the epicenter.
• Inspired ongoing collaboration between product & development teams — defining quality & reliability standards, introducing integrated & automated testing, improving product health, and reducing technical debt.
• Implemented Jira for all QA reporting activities and centralizing bug reporting — bringing stakeholders and Product Owners into the conversation to minimize product launch risks and unlock significant cost savings.
• Developed new methodologies for due diligence — requiring SOWs, SLAs, budget adherence, and Portfolio Checkpoints to improve QA vendor performance, project cost, and timeline efficiency across the board.

Los Angeles, California, United States

• Promoted to rejoin PMO team, steering a multi-million-dollar departmental budget and directing a cross-team staff of ten in bringing process standardization and operational integrity to the PMO, Product, Development.
• Authored new PMO playbook and Confluence Knowledge Base, templatizing on/offboarding processes, meeting notes, How-To Guides, SDLC workflows, and Smartsheet Project Plans — driving cohesion across all projects while.
• Collaborated with Digital Media Leadership to provide PMO-driven risk mitigations and problem solving solutions for high priority projects — course correcting a multi-million-dollar FOX.com redesign and new CMS build.
• Partnered with department leadership & Finance to institute improved cost reporting and vendor invoice / payment processes — bringing visibility to budget versus actual cost reporting at the product & project levels.
• Selected by Legal to act as the chief liaison between Legal, Product, Development, Social, and Brand Teams — shepherding all documents from Legal review to full execution and when necessary termination.

Los Angeles, California, United States

• Promoted into a technology leadership and Master of Scrum Masters role — creating and steering the development project roadmap, managing a multi-million-dollar budget, and building organizational structure, Agile.
• Reorganized and led the multinational 35-member team and multiple vendors — up-leveling capability on Agile, Waterfall, Kanban, and digital design to dramatically improve efficiency, quality, and user experience.
• Collaborated with Fox Digital Media Controller and Accounts Payable to rearchitect budget & process tracking — improving the division’s cost per project, cost visibility, and vendor invoicing & payment processes.
• Partnered with Legal to lead an end-to-end evaluation and restructuring of FOX’s legal documents process — driving further cost savings, instituting fiscal accountability, and mitigating financial risk.

Los Angeles, California, United States

• Recruited into the entertainment giant’s digital media program management team to rehabilitate two critical website projects for The X-Factor franchise — quickly assuming full project ownership of infrastructure & site.
• Championed Agile and PM best practices to create high-performing Scrum teams across the division — simultaneously training the teams, grooming 600+ Product Backlog tickets, and ensuring Sprint Completion.
• Hand-picked to lead FOX.com initiatives — implementing consumer-focused functionality such as single-sign-on, identity management, personalization, improved video delivery, and user performance monitoring.

Los Angeles, California, United States

• Promoted to report directly to the CEO and charged with transforming the company’s SaaS product into a scalable, compliance-centered enterprise platform — migrating the organization to offshore development, Lean Agile.
• Led InfoSecDev & IT Teams — securing a $1M+ budget and implementing processes & best practices to elevate team efficiency, product quality, and RFP conversion while improving platform uptime to 99.55%.
• Spearheaded analysis of the business, drawing critical insights and introducing new policies & procedures to achieve HIPAA, ISO9001, and SAS70 compliance — powering a massively profitable entrance into Healthcare.

Los Angeles, California, United States

• Tapped to create a new account management function focused on driving product adoption and client success — introducing refined onboarding, usability/compliance training & execution support, and customer-centric.
• As team leader, introduced compensation structure and created playbook for identifying industry pain points — steering all team pilots, proof of concept programs, and solidifying new healthcare & enterprise verticals.
• As an individual rep, delivered top sales results — managing 25+ key accounts with 0% churn and 100% client trial success while serving as a founding member of the Core Values Development and ThoughtWorks Agile Test.

Los Angeles, California, United States

• Referred into the multi-channel communications services provider’s sales team — building a high-value pipeline of direct response opportunities and securing profitable relationships with 20+ top enterprise clients.
• Cultivated a diverse network of decision-makers to become the top sales manager within six months — leveraging savvy relationship building to generate 30+ long-term multi-service contracts with 76% retention.

Pasadena, California, United States

• Selected to serve as liaison to Time Warner Cable, helping launch joint venture into 40 markets — defining & maintaining all SOPs, managing growth in 22 markets, and eclipsing sales targets for 4 consecutive years.

Pasadena, California, United States

• Tapped as internal SME for broadband, shaping the role and acting as a founding member of the Broadband Customer Experience Task Force — leading confidential special projects to position for a strong market entrance.

Pasadena, California, United States

• Brought on by the early Internet Service Provider as corporate employee #18 in an executive support capacity, quickly growing in responsibility and being hand-picked to coordinate operations after MindSpring merger.