Program Manager, IT Operations at Commercial Bank – Debit Card Platform Conversion• Led a team of 8 senior resources to rescue a critical initiative with an imminent, nonnegotiable deadline, working closely with executive leadership (COO, CIO, EVP) to assess risks and develop mitigation strategies.• Designed and implemented a robust project management framework via Jira that aligned teams across 12 business workstreams and enabled dashboards, reporting, and creation of an integrated project plan.• Delivered strategic recommendations and actionable insights to the Executive Steering Committee, guiding leadership through risk mitigation and decision-making processes. • Planned and ran a conversion Command Center, coordinating ~1300 tasks and aligning cross-functional resources to triage, prioritize, and remediate defects and risks, ultimately successfully executing this high-risk conversion ahead of the regulatory deadline with zero critical issues and virtually no customer impact.Senior Product Manager at State Government Agency - Healthcare case management platform• Directed 40-person cross-functional team of analysts, designers, and developers, liaising with executive and subject matter expert stakeholders• Delivered case management workflow platform that improved key performance indicators by 60% (days to resolve) and 94% (intake rejection rate), far exceeding expectations• Increased employee and supervisor efficiency by 30% by identifying inefficiencies like redundant tasks not requiring human judgment, and implementing custom software that fully automated those workflows• Led the gathering and analysis of intricate medical and operational processes through user research, decomposing requirements into prioritized backlog of user stories with BDD-style functional specs• Developed and maintained “living” 6-12-18-month roadmap; evangelized vision to keep all parties aligned

• Directed cross-functional team of 25 direct reports including field technicians, asset management, sales reps, and network engineers to ensure customer satisfaction through high quality, timely project delivery.• Devised and executed a sales strategy that increased customer base by 30% and revenue by 140% over two years.• Achieved 65% of revenue growth by building rapport and trust-building with existing customers to cross-sell and upsell.• Realized 35% of revenue growth by acquiring new customers through cold calls and site visits.• Conducted comprehensive IT and business analysis for each customer to tailor and implement impactful solutions in collaboration with engineering teams.• Transformed operational efficiency by initiating, analyzing, and executing business process improvement projects across asset management, customer relationship management, and service delivery.

Senior Business Systems Analyst, Digital Transformation at Fortune 50 Telecom Company• Led national deployment of an integrated enterprise service delivery system, coordinating between client stakeholders and our internal, agile, offshore development organization.• Analyzed complex workflows involving 18 roles from 6 departments, synthesizing requirements into specs.• Drove adoption and reduced friction through design and delivery of a national training/PR campaign.• Proactively identified and mitigated key risks that dramatically improved enablement.• Validated production release fidelity and triaged production incidents.Business Systems Analyst, Data Migration and Validation at Fortune 50 Telecom Company• Led 5-person team eliciting requirements via stakeholder relationships and business process analysis.• Translated business requirements to technical requirements for data migration and validated results.• Compiled and presented recurring reports for leadership including goals, status, risks, and solutions.