Jim Matthews Email & Phone Number

Framingham, Massachusetts, Us

Manage a strategic portfolio of accounts, overseeing project execution across key practices (Customer Journeys, UI/UX, Functional, A11y, Payments) while ensuring high client satisfaction. Lead quarterly Executive Business Reviews with senior stakeholders. Successfully grow programs by improving performance and satisfaction. Mentor and onboard new team members, providing guidance on processes and best practices to ensure they deliver high-quality solutions. Partner with Sales on contract renewals and service enhancements.

Herzogenaurach, De

Herzogenaurach, De

Led and executed corporate programs across business units, including a $2M+ retail hardware and software upgrade for 120+ stores in the US and Canada and a B2B platform integration for PUMA Canada and Cobra-PUMA Golf, resulting in cost savings, increased revenue ($12-15M+), and process efficiencies. Managed the Cobra-PUMA Golf eCommerce platform migration, coordinating internal and external teams for successful API integrations, change management, and payment integration. Partnered with IT and Business Solutions to implement a Project Management Methodology (PMM), improving project lifecycle efficiency and portfolio visibility. Led teams of 15+ and conducted weekly status meetings with global and vendor stakeholders.

Medford, Massachusetts, Us

Managed key initiatives in Product and Client Services using Agile and Waterfall methodologies, including onboarding new automotive and insurance clients, launching cloud-based IVR systems, and leading large-scale application enhancements and cloud migrations (budgets $100K-$500K). Partnered with internal and external Product teams to implement digital platforms, overseeing API integrations, UI/UX reviews, QA testing, and go-live support. Led various project roles, including QA testing, design sessions, marketing planning, financial analysis, and new feature training to ensure successful implementations.

Medford, Massachusetts, Us

Led IT projects that boosted revenue by $50-$100K per month, enhanced customer satisfaction, and reduced Average Handle Time (AHT) to drive significant cost savings. Effectively communicated project status, risks, and changes to stakeholders, including 3,000+ contact center agents. Identified and implemented process improvements, increasing efficiencies across multiple departments.

Medford, Massachusetts, Us

Implemented Planview (Project Portfolio Management software) in collaboration with PMO Management, enhancing resource/capacity management, project intake, portfolio, and product management processes. Supported over 250 users and 350+ projects across multiple business units, integrated two financial interfaces with Oracle E-Business Suite, and delivered regular reports to drive business insights.

Amherst, Ma, Us

Led weekly class discussions, fostering student participation and engagement. Provided timely and consistent evaluation of weekly homework assignments. Acted as a mentor to first-year students, offering guidance on class selection and sharing valuable insights from personal experiences. Communicated effectively in both written and verbal formats to support student development and success.

Boston, Massachusetts, Us

Assisted in the implementation of an inquiry management tool to improve efficiency, coordinating user access setup and identifying/tracking bugs and enhancements. Supported a company-wide system update initiative by analyzing and maintaining data for approximately 1,000 users. Developed a Global Support Services (GSS) ticket process flow, enabling project managers to achieve a clearer understanding and alignment across teams.

Boston, Massachusetts, Us

Supported the future operating design process across business units and centers of excellence. Collaborated with IIS Client Service managers on Lean Wave preparation, developing Value Stream Mapping (VSM) and conducting current state analysis (CSA). Conducted approximately 10% of individual time studies, including observation and coding, to support process improvement initiatives.