Joe Heim Email & Phone Number

Philadelphia, Pa, Us

Wilmington, Delaware, Us

In this recent role, I spearheaded end-to-end project management and administration of Monday.com and Jira/JSM platforms. I managed the intake, prioritization, execution, and delivery of campaign projects, handling 100-150 active requests monthly in alignment with service-level agreements. I also oversaw the creation and maintenance of platform intake forms, automation, configurations, and stakeholder notifications. I chaired daily and weekly Agile standups to update project teams and stakeholders on project progress and release timelines. I even presented monthly MOPS performance reports, SLA scorecards, and capacity reports to monitor campaign execution and time-to-market.Accomplishments:* Successfully implemented and launched a MOPS campaign management process by driving the adoption of Monday.com through platform integration, vendor onboarding, and extensive training while conducting over 25 interviews across nine business functions to develop use cases and process maps, exceeding timelines and stakeholder expectations.* Pioneered and launched comprehensive marketing operations Executive Summary, Performance Summary, and SLA report suite using Monday.com, facilitating monthly performance meetings to analyze trends, drive operational efficiencies, and reduce costs.* Migrated all campaign management project work from Monday.com to Jira by evaluating use cases, aligning processes with Jira capabilities, and securing a vendor to build the required functionality, resulting in a $150K annual cost savings by eliminating the need to renew the Monday.com contract.*Most recent performance review is available upon request*

New York, New York, Us

During my time as an Associate, I analyzed data to boost GM credit card account expansion. I also generated and presented monthly portfolio reviews and executive summaries, offering valuable insights into product performance and trends.Accomplishment:* Uncovered market niches to enhance credit card approval rates and boost product earnings through tailored acquisition plans.

Newark, De, Us

For this organization, I led product marketing for private student loans and credit cards, utilizing SAFe agile methodology in project intake, prioritization, workflow execution, and delivery through Azure DevOps and Workfront Credit Card & Private Student Loan Product Strategy Development. I also collaborated with product owners to prioritize organizational initiatives and allocate resources according to WSJF scoring methodology. Moreover, I drove weekly standups and product demos to update project teams and stakeholders on sprint timing, project statuses, and feature release schedules.Accomplishment:* Successfully integrated marketing growth initiatives into the tech project prioritization process by creating a marketing campaign product manager role, boosting synergy, collaboration, and speed to market for tech-dependent initiatives.

London, Gb

For this organization, I directed two call center teams driving credit card activation, overseeing agent performance, and credit card activation rate reporting. I led a team of three analysts in producing call center forecasting and performance reports on a daily, weekly, and monthly basis. I devised call center agent performance scorecards and managed incentive payouts for the team. I also facilitated weekly standups and product demos to update project teams and stakeholders on sprint timing and project statuses while maintaining feature release schedules. I even conducted PVT for all product feature releases and collaborated with internal education to create call center agent scripting and educational materials.Accomplishment:● Successfully managed one on-shore and one off-short call center teams that drove an increase in new card activation rates of nearly 20%● Successfully managed our internal call center reporting & forecasting team which provided valuable insights for leadership to manage headcount capacity, intraday staffing needs and overall call center performance across various metrics (average speed to answer, average handle time, average hold time)● Developed, produced and provided all call center agent monthly scorecards and incentive payouts● Product Owner for our internal cross-sell product platform that enabled live agents the ability to present credit card identity theft, credit bureau management and credit protection products to help drive credit card profitability results

Associate Of Applied Business (A.A.B.), Business, Management, Marketing, And Related Support Services

High School Diploma, All State Required