Lawrence Green Email & Phone Number

Chicago, IL, US

Boise, Idaho, US

• Oversaw multi-phase Health and Disease Management Programs for a top US food and drug retailer, ranked #192 in the Fortune 500, with $79B annual revenue and over 2,500 US stores, including Jewel-Osco, Safeway, and ACME.
• Guided cross-functional Health, Pharmacy, Product, Marketing, and IT project teams through complex project implementations improving the well-being of customers living with chronic diseases.
• Championed the adoption of project management best practices among project teams and managers, ensuring proficient use of standardized tools, templates, technologies, and methodologies.
• Led the development and enhancement of mobile applications, achieving 80% user engagement through strategic member participation initiatives.
• Implemented innovative in-app features, such as clinical appointment scheduling, nutrition advice, and clinician curated educational content, improving user experience and promoting healthier living.
• Led marketing and technical teams to create engaging app push notifications, SMS/text messages, and email communications, boosting user interaction and retention.

Madison, WI, US

• Led strategy development and execution for IT PMO and Operations with 24+ employees overseeing Project Management, Portfolio Management, IT Policy/Procedure, and Vendor Management at Wisconsin's #1 ranked.
• Managed $2.8M operating budget and $52.1M portfolio budget, ensuring financial stability and effective resource allocations.
• Slashed project demands 60% and reduced active projects 86% by establishing Project Portfolio Management (PPM) intake, evaluation, prioritization, and governance, aligning projects with organizational strategy and.
• Elevated project success 43% by developing and implementing PMO processes, tools, and training, highlighting strong project management, decision-making, problem-solving, training, and change management capabilities.
• Engaged key stakeholders, external partners, and executive leaders in articulating vision, developing strategic roadmaps, and successfully implementing solutions, demonstrating solid planning, leadership, and.
• Implemented project manager training and accountability for project budget, resource, and vendor management, enabling a high performing team while improving department project budget adherence 19% and on-time delivery.

Chicago, Illinois, US

• Directed 7 cross-functional business and technology operations support teams with 145 staff supporting 3,000 agents serving 23 million customer contacts, for this leading online technology food and grocery delivery.
• Provided strategic leadership in maintaining, supporting, and enhancing eight enterprise technologies (including Zendesk, Five9, Khoros, Verint, and MaestroQA), supporting 27 lines-of-business, fostering technology.
• Boosted operations efficiency, achieving $12.9M annual savings via implementation of AI-enabled speech recognition quality monitoring and business intelligence (BI) solutions.
• Fostered project success by managing, analyzing, and reporting on milestones, schedules, risks, issues, and measurable KPIs, shared across technical and non-technical teams, senior leadership, and key stakeholders.
• Led and facilitated operational planning and strategy development sessions, implementing policies and procedures, maintaining adherence to organizational strategies, removing competing priorities, reducing technical.
• Cultivated positive relationships with customers, internal and external teams, vendors, and senior leadership, maintaining alignment with organizational strategy, mitigating risks, and ensuring successful service.

North Chicago, Illinois, US

• Functioned as head of pharmacy and nursing contact center operations for this top-ranked Fortune 100 pharmaceutical manufacturer, with 9+ staff supporting 400+ pharmacists, pharmacy technicians, and nurses providing.
• Delivered 100% of projects within constraints by building and leading a PMO with project management best practices as well as establishing an Enterprise Project Management CoP to advance PM discipline and partnerships.
• Saved $2 million annually by implementing and managing strategic improvements in contact center operations, reducing average handle time by 40% and boosting service levels by 24%.
• Optimized performance by transitioning WFM and quality monitoring from NICE on-prem to Virtual Observer and AWS SaaS, enhancing operational effectiveness.
• Fostered collaborative environment that enhanced team productivity and morale by leading cross-functional SME teams, collaborating and motivating to achieve business objectives and project goals.
• Minimized impact from critical events while protecting stakeholder interests and value generating activities by developing, directing, and maintaining business continuity plans (BCP) and Disaster Recovery (DR) solutions.

Deerfield, IL, US

• Ran PMO, portfolio management, business continuity planning, and managed business and technology projects for this fast-paced leading Fortune 100 global retail pharmacy.Guided project planning and execution for contact.
• Spearheaded Centralized Contact Center PMO, improving project control, consistency, continuity, and PMO adherence through implementation of best practices, methodologies, and project management tools.
• Revolutionized pharmacy dispensing and patient care by leading full lifecycle development of industry-leading automated pharmacy care center that removed dependency on brick-and-mortar pharmacies while upholding.
• Reduced demands 48% by controlling project intake, prioritization, and deliverables, ensuring value attainment and alignment with corporate strategy.
• Aligned Current and Proposed Projects with Corporate Strategy, controlled intake, evaluated demand, and defined deliverables, resulting in consistent 100% successful project deliveries and reduced leadership team.
• Led $8.7MM Salesforce.com Service Cloud CRM and Knowledge Management SaaS Program Implementation, delivering single integrated customer view and omnichannel communication experience, transforming customer experience.

Charlotte, NC, US

• Directed cross-functional teams supporting collateral regulatory and industry projects impacting back office and call center operations. Analyzed present-state process flow to map alternative future-state approaches.
• Coordinated Multiphase Lean Six Sigma Business Process Reengineering and Automation Efforts: Solution was pivotal in BofA and Merrill Lynch merger; resulted in force reduction with $2MM+ annual cost savings.
• Developed Industry Leading Solutions: Directed cross-functional agile project teams in workflow solution meeting federal regulations and International Swaps and Derivative Association (ISDA) guidelines impacting.

Master Of Business Administration (M.B.A.), Business Administration, Management And Operations

Bachelor Of Science - Bs, Double Major: Business Administration And Managerial Communication

Military Occupational Specialty, Civil Affairs