Associate Program Manager
Seattle, Washington, United States
- Managed two teams of offshore contractors across two lines of business: freight tender acceptance and non-contract bidding.- Wrote SQL queries linked to dashboards to provide at-a-glance status checks on team performance and assist with deep-dive, situational investigations, using both Metabase and Tableau. Planned headcount adjustments by utilizing productivity metrics in conjunction with anticipated market shifts.- Streamlined dozens of operational processes, wrote training material, and devised new workflows to maintain high metric performance as team size fluctuated in accordance with business needs and volume requirements. Reduced task handle time by 50%, redundant work item touches by 66%, and enabled teams to consistently hit every metric goal for over a year.- Generated weekly, monthly, and other periodic reports for presentation to colleagues and department leads.- Cooperated with account managers to understand client needs and expectations in order to smoothly transition work over to the contractors. Oversaw over 50 total migrations and resolved numerous process issues via Jira tickets.- Coordinated with engineering teams to determine most effective investments for automation based on throughput and manual operations workload. Advised on almost a dozen launches and assisted with post-launch troubleshooting. Support enabled team to exceed goal of 80% automation of incoming requests.
