Head of Project Management and Director of CX Resume Example

• Built cohesive teams and devised clear, actionable plans to meet program goals.
• Led client relationship management tasks, including contract development and ongoing work.
• Used Asana and JIRA to strategically design, execute and communicate program and project management for over 25 clients with multiple projects within.
• Standardized processes, evaluated programs and conducted performance reviews with eye toward continuous improvement for organization.
• Established timelines and budgets for all portfolio projects across multiple verticals
• Improved communication within and between Product, Engineering and PMO teams by establishing reporting and strategic initiatives.
• Collaborated with Product, Engineering and Sales teams to streamline processes and improve profit margins.

• Maintained tight production timetables and quality standards to give clients exceptional offerings.
• Coached team members on productivity strategies and performance improvement plans to accomplish challenging goals.
• Oversaw 20 projects each year from concept through final delivery.
• Established team priorities, maintained schedules and monitored performance.
• Helped to strategically balanced technology and business needs of organization.
• Designed infrastructure solutions to resolve business issues and improve delivery processes.
• Established and maintained long-range plans for quality assurance.
• Launched quality assurance practices for each phase of development
• Completed all phases of systems development life cycle (SDLC), including analysis, design, development, testing and support.
• Collected and responded to user feedback through iterative improvements to site structure and content.
• Tested and debugged site updates and prevented functional flaws from impacting public visitors.
• Identified appropriate KPIs and reported key metrics from digital campaigns.
• Collected and analyzed Web metrics such as visits, time on site and page views per visit.

• Managed cross functional teams in the creation of attention-grabbing, engaging and viral digital ads promoting Sunovion products.
• Liaised between research and production departments, coordinating iterative development efforts based on collected feedback.
• Designed project workflows based on desired product requirements, accounting for available time and technical and design resources.
• Managed and motivated project teams to promote collaboration and keep members on-task and productive.
• Gathered requirements, defined scopes, allocated resources and established schedules meeting or exceeding project demands.
• Investigated and corrected or escalated project problems.
• Managed minimum of fifteen projects each year while maintaining adherence to budget, schedule and scope requirements.
• Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
• Maintained tactical control of project budgets and timelines to keep teams on task and achieve schedule targets.
• Enforced alignment of project strategy with business objectives and made modifications to promote efficient project completion.
• Analyzed projects to determine resource requirements.

• Managed and delivered digital projects by creating realistic timelines using proper scoping process and discussing with relevant team members.
• Ensured clients were invoiced in a timely fashion.
• Effectively communicated with the development team, the key stakeholders and the client.
• Ensured that projects were delivered on deadline, even those with very tight turn around times, and on or under budget.
• Worked with the clients and other members of the MC team, particularly design, video and development to move deliverables forward.
• Completed all phases of systems development life cycle (SDLC), including analysis, design, development, testing and support.
• Researched and implemented site management platforms such as Umbraco and Contentful, choosing solutions best suited to unique client needs.
• Created content strategies for digital platforms.
• Helped clients develop website portals and social media pages to promote businesses.
• Maintained and managed a change control process to reduce project overages and maintain quality of delivery

• Developed and initiated projects, including managing costs, schedule and performance for Converse.
• Modified and directed project plans to meet organizational needs.
• Mapped current business and operational processes and recommended areas for improvement.
• Synthesized current business intelligence data to produce reports and polished presentations, highlighting findings and recommending changes.
• Created and maintained user stories
• Hosted daily scrum calls (worked as Scrum Master for the project)
• Worked with onshore and offshore development team on site support and replatforming project.
• Helped manage recruitment and staffing.
• Managed New Hire Onboarding.
• Coordinated and managed vendor and contractor relationships
  

• Provided weekly updates on digital marketing campaigns to clients, discussing strategic initiatives and methods for improvement.
• Devised strategies and roadmaps to support product vision and value to business.
• Developed marketing content such as blogs, promotional materials and advertisements for social media.
• Tracked innovations in social media and worked with key functional groups to adopt emerging technology.
• Managed social media accounts for numerous clients, generating interest for existing and upcoming product or service releases.
• Managed relationships with high-profile clients and translated marketing and social media needs into results-driven strategies.

• Formulated treatment plan strategies with multidisciplinary teams to provide comprehensive and continuous care plan.
• Completed detailed charts to summarize interactions with patients and booked follow-up sessions.
• Interviewed clients, families or groups to assess situations, limitations and issues and implement services to address needs.
• Explained medical care options to help families make informed healthcare decisions.

Part of Strategic Planning and Operations of the Learning and Development group at MetLife. As an internal consultant, I managed the overall organizational budget and SLAs (30m+); collaborated with subject matter experts and Senior Leadership (directors, VPs, SVPs and executives) for external recognition projects of ongoing and innovative learning, leadership, management and training efforts; provided Project and Program management support on internal initiatives as well as business/client initiatives; managed and maintained organizational wide operational processes while optimizing efficiencies; consulted on business needs analysis to identify skill/program/people gaps and learning/training interventions; reviewed and collaborated on cost/benefit analysis initiatives; worked on strategic planning for L&D (SWAT Analysis, metric reporting) to help create a viable organizational model; and managed internal communications. In this role I supported a Senior Leadership Team consisting of Directors, AVPs, SVPs and VPs.