Fiona Macintyre Email and Phone Number

Driving high-impact, global programs in Amazon Customer Service (ACS) with a focus on regulatory compliance, AI, and employee well-being. Key accomplishments include:Regulatory Programs Leadership:• Currently leading ACS compliance readiness for emerging AI regulations, including the EU AI Act, and the European Accessibility Act, positioning ACS for proactive regulatory alignment.• Spearheaded the implementation of the Digital Markets Act (DMA) across ACS, ensuring seamless compliance through collaboration with cross-functional technical teams.• Led the “Return to Site” (RTS) initiative for 17,000 frontline ACS employees, balancing operational continuity and compliance with Covid requirements. Mental Health & Wellbeing Advocacy:• Founded the Mental Health Ally (MHA) program for Global Programs & Global Outsourcing, supporting Amazon’s commitment to employee mental health.• Collaborating with a core team to design and launch a comprehensive Mental Health and Wellbeing (MHW) initiative, set to benefit approximately 50,000 Customer Service Associates (CSAs) globally in 2025.Corporate Social Responsibility:• Volunteer reader for Amazon’s partnership with Chapter One, promoting literacy and community engagement.

Led multiple high-impact, global projects and programs, from intake through to delivery, driving substantial business benefits, including over $7 million in direct savings across International Markets. These initiatives spanned technology, regulatory, and commercial domains, resulting in enhanced operational efficiencies and compliance across diverse regions.Project and Programme Leadership:• Successfully managed complex, omni-channel delivery programmes in a newly adopted Agile environment, ensuring seamless integration of technology and regulatory initiatives.• Developed governance frameworks and team structures that fostered clear accountability and efficient project execution.Portfolio Management & Interdependency Handling:• Created a robust framework and established a forum for identifying, managing, and reporting interdependencies across key project portfolios, enabling improved coordination and risk management.Strategic Vendor Partnerships & Transition Management:• Led contract negotiations and transition deliveries with Global Service Provider partners, aligning strategic objectives with Cigna’s long-term business goals and driving successful vendor relationships.Stakeholder Engagement & Political Navigation:• Built strong working relationships at all levels of the business, cultivating a robust network and commercial acumen. Successfully navigated complex, politically sensitive projects, driving outcomes while maintaining stakeholder alignment and support.

Maternity leave for my second child following redundancy from Shell

Led and delivered a variety of complex projects across Shell Business Operations (SBO), providing expertise in both Project Management and Change Management. Key achievements include:Project Leadership & Governance:• Defined, initiated, and successfully executed multiple programs, establishing robust governance and assurance frameworks. Developed clear roles and responsibilities for project teams, ensuring accountability and clarity throughout each project lifecycle.• Managed senior stakeholders from both Shell and third-party providers, ensuring alignment, resolving conflicts, and maintaining momentum throughout project delivery.Divestment Strategy & Execution:• Played a key role in the divestment of a Shell refinery business, overseeing the matrix management of 100+ project team members across various functions.• Directed the tendering and selection of a third-party BPO partner, optimizing vendor relationships and ensuring alignment with Shell’s strategic objectives.• Led multiple workstreams and served as the Shell SBO deal lead, collaborating with acquisition teams, IT, HR, and other key stakeholders to navigate complex integration and transition activities.s.

Led the implementation of the Shell Global Credit Card (GCC) program and associated expense management systems and processes, expanding its reach to businesses and countries not yet integrated into the program. This included navigating fiscally complex and challenging markets such as Nigeria, China, South Africa, Egypt, Russia, and Kazakhstan, driving annual program spend increases of at least $40 million.Global Project Delivery:• Successfully managed virtual projects across multiple regions, demonstrating strong relationship and stakeholder management skills to ensure alignment and timely delivery.• Led cross-functional project teams of 50+ members, including IT contractors and Citibank, Shell’s card provider, to implement the program across diverse markets.Process Improvement & Governance:• Developed and implemented a more structured, robust approach to managing project implementations, aligning the GCC team’s processes with Shell’s Project Delivery Framework, based on PMBoK.• Championed continuous improvement in project management processes, ensuring standardized delivery and compliance across regions.Mentorship & Team Development:• Managed a project management mentoring circle in Glasgow, fostering the development of less experienced project managers by encouraging knowledge sharing, collaboration, and peer learning.This included a one-year maternity leave for my first child.

Managed a portfolio of web design and development projects for high-profile clients including SSE, Village Hotels, and De Agostini. Oversaw the end-to-end project lifecycle, ensuring timely delivery, client satisfaction, and adherence to budget and scope.Project Planning & Scope Definition:• Defined clear project scopes, developed comprehensive project documentation (proposals, plans, SOWs, and cost estimates) to ensure alignment with client expectations and project objectives.• Worked closely with clients to understand requirements and deliver tailored web solutions that met their needs and business goals.Budget & Resource Management:• Managed project budgets, ensuring that resources were allocated effectively and within financial constraints. Regularly monitored progress to mitigate risks and control costs.Team Leadership & Collaboration:• Worked with a multidisciplinary studio team of designers and developers, coordinating tasks and ensuring smooth collaboration to meet project deadlines and quality standards.• Fostered a positive and productive work environment, ensuring clear communication and alignment across the team and with clients.