Susan Hemphill Email & Phone Number

Boise, ID, US

Palo Alto, CA, US

• Managing multiple IT automation programs spanning across the service ecosystems focused on capabilities that enable process automation to reduce the effort spent on manual processes, while significantly increasing the.
• . Manages project team with both internal as well as external resources with a team size generally up to 20 people.
• Manages stakeholder relationships.
• Develop detailed program/project execution plans and manage the implementation, progress tracking, reporting, monitoring changes, and global accountability across agreed programs.
• Drive project release schedule and coordinate multiple initiatives from scoping through launch.
• Determine key program dependencies; technical, process, and people.

Palo Alto, CA, US

• Managed and lead cross-functional, large/complex programs involving one or more functions and project teams for new program implementations/launches.
• Effectively managed new product programs and collaborated with cross-functional teams to achieve program objectives.
• Partnered with stake holders and program sponsors to create program structures to ensure success and delivery to meet business/customer expectations.
• Defined service business requirements, execute change management, business process definition and documentation, training, communication, and marketing.
• Responsible for the development and maintenance of program / project level workflow documents, timelines, budgets, resources, and risk & issue logs for multiple complex projects.
• Managed global work streams through Agile project phase framework.

Palo Alto, CA, US

• Global services manager focused on the delivery of services around new product introductions to the market.
• Managed service delivery (end to end), inclusive of services financial cost creation and analysis, hardware and service part supply chain build out, training development, vendor management and complete business.
• Worked across regions/geographies and Worldwide (WW) teams to develop and/or implement new/enhanced services, solutions, or programs and associated processes to meet emerging customer/market needs and fuel profitable.
• Lead product support planning over entire life-cycle, including conformance to pricing strategies, end-to-end service delivery and sales readiness.
• Provided service requirements to product and solutions teams thru the product development stages/phases.
• Collaborated with the cross functional/cross organizational teams to drive meaningful solutions and business results.

Houston, Texas, US

• Managed the B2B partner/customer relationships for multiple enterprise accounts and initiatives to ensure operational excellence and customer satisfaction.
• Served as the trusted adviser to Clients and liaison to business groups.
• Consulted with business partners to clarify and define complex technology project requirements.
• Managed project plan (scope, budget, resource allocations, schedule, constraints, assumptions, issues, risks, etc.) to ensure success and delivery to meet business/customer expectations.
• Effectively communicated program plans, risks, status reports, status update and escalation strategies in a timely and accurate manner to the program leadership team.
• Managed B2B EDI transactions, Real-Time transactions and other file transaction processing SLA’s, operating level agreements, lead escalations management, performed incident root cause detection, and drove resolutions.

Houston, Texas, US

• Managed a cross-functional project team for ITSM Case Exchange migration projects that enabled a seamless and automated case exchange from customer ticketing systems and HP service delivery system..
• Managed customer migrations and on-boarding projects using standard SDLC and ITIL.
• Successfully managed a team of 10 developers; managed project risks, issues and dependencies.
• Maintained project plan, activities, schedules and communication to all stakeholder/Clients.
• Responsible for operating level agreements, business requirements, change requests, and SLA’s.

Minneapolis, MN, US

• Managed the B2B eCommerce supply chain program with Clients (retailers and distributors) to improve supply chain automation with their trading partners while leveraging EDI industry best practices.
• Acted as a liaison between the client and technology organizations by leading programs and projects that solve complex business problems through strategic eCommerce-based solutions.
• Lead the cross-functional program teams that interpreted Client requirements into EDI technology solutions.
• Consulted on electronic trading transactions in various formats (EDI, XML, and Customized) to meet business and supply chain processes.
• Verified EDI maps and EDI business rules functioned correctly.
• Monitored data flow and analyze, resolve or direct any required technical bug fixes.

Minneapolis, MN, US

• Managed the B2B Electronic Data Interchange (EDI) eCommerce service, that provided the SMB community a web-based solution.
• Managed Client onboarding by consulting Clients on B2B EDI transactions, and industry standards.
• Executed test plans, analyzed requirements and data files during end to end testing to ensure they met requirements and industry standards.
• Responsible for communicating project status and resolving technical or business issues during implementation to ensure Client satisfaction.
• Collaborated with IT Teams and Client to ensure successful services launch activities that delivered and maintained Client satisfaction.

• Managed and lead the B2B Electronic Data Interchange (EDI) strategy to support the eCommerce supply chain strategy.
• Successfully managed the internal stakeholders, Client relationships, supply chain relationships with buyers, 3rd Party SaaS IT Vendors, Sterling Commerce, Kleinschmidt, FinTech, and banking to support, monitor and.
• Responsible for the electronic data exchange program and processes to ensure successful transmission of data 850/875/810/880/852/855/820/EFT, ACH to vendors.
• Partnered with Supply Chain Management to implement trading partner strategy and road map.
• System performance and escalation management.
• Managed the EDI Business Analyst Team, cached, mentored and trained staff; responsible for staff performance management, recruiting and hiring.