Kimberly Hardi Email & Phone Number

Austin, Tx, Us

Austin, Texas, United States

Global Services Field Operations- Responsible for driving strategic initiatives within the Global Services organization including process, tooling, and program improvements- Provide weekly, monthly, and quarterly forecasting support to global teams across the Services org- Manage multiple, concurrent, cross-functional projects from conception through post-launch support including ongoing enablement activitiesTableau Services Subcontractor Program Ownership- Responsible… Show more Global Services Field Operations- Responsible for driving strategic initiatives within the Global Services organization including process, tooling, and program improvements- Provide weekly, monthly, and quarterly forecasting support to global teams across the Services org- Manage multiple, concurrent, cross-functional projects from conception through post-launch support including ongoing enablement activitiesTableau Services Subcontractor Program Ownership- Responsible for the development, growth, and leadership of the Services Subcontractor Program ensuring that Services Partners provide the requisite capabilities and required capacity to support the needs of the business- Establish the strategic direction of the Services Subcontractor Program to meet the needs of the business while maintaining the goals and roadmap to support the vision- Develop and manage KPIs to monitor Services subcontractor performance in areas including quality, revenue, and capabilities- Oversee issue resolution and escalation management related to services partners.- Develop and manage new strategic partnerships- Work closely with Americas, EMEA, and APAC leadership to align Services Partner program with theater-specific goals and strategies Show less

Austin, Texas Area

- Spearhead quarterly and annual Global Services Operations roadmap and operational strategies. - Partner with senior leadership team to position company for long-term growth in alignment with CEO goals. - Build and manage 24-member Global Services Operations and Programs team responsible for providing operational support to global client-facing teams, from product provisioning and quality assurance testing to content management, financial forecasting, program management, and data… Show more - Spearhead quarterly and annual Global Services Operations roadmap and operational strategies. - Partner with senior leadership team to position company for long-term growth in alignment with CEO goals. - Build and manage 24-member Global Services Operations and Programs team responsible for providing operational support to global client-facing teams, from product provisioning and quality assurance testing to content management, financial forecasting, program management, and data infrastructure. - Maintain department-wide employee satisfaction through performance incentivization strategies including annual bonus structure, quarterly departmental awards, organization of OKRs for 13 functional areas, and supporting data infrastructure. - Collaborate cross-functionally with all internal departments, including Legal, Finance, and Sales, to achieve wide range of goals reliant upon effectiveness of Operations & Programs abilities. - Lead large strategic projects including tooling launches, departmental process changes, Go To Market (GTM) activities, and company-wide initiatives. Select Achievements- Achieved 283% increase in project certifications and 68% increase in project QA tickets completed within Service Level Agreement (SLA) by providing expert guidance during process refinement. - Attained 90% completion towards average team goals quarter-over-quarter to drive highest revenue recognition in company history. - Rolled out project certification process projected to decrease completion time from three weeks to one day.- Led Global Services project to replace project management tool for implementation team with project financials tool which allows percent-complete revenue recognition and automated financial records update. Show less

Austin, Texas Area

- Led small team of GTM program managers including assigning projects, performance oversight, and establishing the team strategy. - Spearheaded new product, feature, and product-related initiatives within Global Services teams by developing operational foundation necessary to ensure scalability, effectiveness, and efficiency of each introduction.- Generated consistency by building and implementing global, cross-functional product training program and training methodology.-… Show more - Led small team of GTM program managers including assigning projects, performance oversight, and establishing the team strategy. - Spearheaded new product, feature, and product-related initiatives within Global Services teams by developing operational foundation necessary to ensure scalability, effectiveness, and efficiency of each introduction.- Generated consistency by building and implementing global, cross-functional product training program and training methodology.- Developed product documentation methodology that included collateral, health audits, best practices, and engagement calendars. Maintained consistency, quality, and thoroughness of future product rollouts through development of cross-function product roll out playbook. - Integrated specialized Connections team into existing global infrastructure in areas such assupport, implementation, and account management.- Led global rollout of Curations product to Services teams. Executed incubation, documentation, training, and process/program development.Select Achievements- Increased team awareness of new products to proactively resolve customer issues after developing client services product lifecycle and client services go-to-market (GTM) process. Process is currently utilized by team.- Established high-level of product, initiative, and major feature expertise within department by building global Subject Matter Expert program. Enabled company-wide accessibility to information/problem resolution and generated additional career path. - Augmented business opportunities by developing campaign-based client methodology to meet needs of returning clientele. Show less

Austin, Tx

- Built and oversaw post-sale program for Connections product suite offering services from client support and engagement to process ownership and internal support/training. - Managed specialized team responsible for customer support and account management operations. Select Achievements- Generated data consistency and company-wide accessibility by integrating ticket-based system and automating customer sign-up tracking in Salesforce; developed support processes and… Show more - Built and oversaw post-sale program for Connections product suite offering services from client support and engagement to process ownership and internal support/training. - Managed specialized team responsible for customer support and account management operations. Select Achievements- Generated data consistency and company-wide accessibility by integrating ticket-based system and automating customer sign-up tracking in Salesforce; developed support processes and documentation.- Increased value and participation in Retailer Connections programs after creating engagement program for brand-based client. Programs included lifecycle definition, supporting documentation, defined touch points, and training.- Ensured consistency with Connections team program approach through development of Connections retailer lifecycle. Show less

Austin, Tx

- Developed first ever Technical Services GTM/NPI program at Bazaarvoice. - Identified and planned for business changes that would impact Technical Services including, but not limited to, product releases, process changes, training/documentation needs, etc. - Responsible for developing, documenting, and training for new and existing BV implementation processes; - Responsible for maximizing efficiency and client satisfaction with BV implementations;- Managed pilot and… Show more - Developed first ever Technical Services GTM/NPI program at Bazaarvoice. - Identified and planned for business changes that would impact Technical Services including, but not limited to, product releases, process changes, training/documentation needs, etc. - Responsible for developing, documenting, and training for new and existing BV implementation processes; - Responsible for maximizing efficiency and client satisfaction with BV implementations;- Managed pilot and incubation teams including resourcing and directional team strategy. Show less

- Assisted up to 40 clients concurrently with implementation of BV software; Managed BV resources and schedules for multiple projects;- Managed team of engineers and designers to deliver custom implementations.

- Senior developer and Product Manager for Technical Account Control System (Python, Natural, WebAgent, Waterfall development)- Senior developer for Contracts Team (Python, PHP, ColdFusion, Natural, WebAgent, Agile development).- Oversaw database and file design, system architecture, software and web development, batch processing, and program management.- Managed ~12 trainees and Apprentice Program Mentor as Education Program Coordinator.

Austin, Texas Area

• Presenter at New Teacher Orientation 2001-2005 and mentor for all incoming special education teachers• Established new units for two schools in Resource and Life Skills education• Taught students in grades K-6• Certified in Elementary Education (K-6) and Special Education (K-12)