Program Manager Resume Example

Client: Agency for Healthcare Research and Quality (AHRQ), Rockville, MD

Responsible for all operational aspects of project for longstanding and valued client, resulting in excellent client service scores; Received the AHRQ Director's Award of Excellence for work on the Agency's intranet site

• Managed 3rd-level domain website projects, using JIRA and Confluence
• Provided oversight for development and launch of microsites, resulting in improved traffic
• Successfully managed client relationships across the Agency
  Supervised web teams including content strategists, scrum master, business analyst and help desk specialist
• Drafted governance plans for AHRQ.gov and AHRQ's intranet
  Managed budget and created monthly forecasts for 3 task orders of the AHRQ project; presented results to senior corporate leaders
• Expanded Agency's Section Deque WorldSpace 508 scans and improved related Leaderboard scores by 20% in 3 months
• Created content update processes to streamline intake and production process, resulting in higher quality content and faster turnaround
• Led content audit for AHRQ.gov -- all web pages (~12,000) reviewed and more than 5,000 archived in order to the lighten the site prior to migration to Drupal

Client: Federal Emergency Management Agency, Washington, DC
Led efforts to change web authorship paradigm from a centralized web team to distributed authorship model through the Agency, improving speed and efficiency of publishing program

• Designed and delivered two training classes on Drupal and DIAMOND, FEMA's digital asset management system
• Trained DC-based trainers to maximize the reach of the training program to 400+ users
• Produced full suite of training products in web-based and classroom formats: curriculum, slides, quick reference guides, user guides, Camtasia video simulations, 135-page book
• Prepared Google Analytics reports and recommended content changes to clients
• Qualified as Section 508 Certified Trusted Tester to bolster FEMA leadership in accessibility space

Client: U.S. Department of Homeland Security Office of Public Affairs, Washington, DC
Managed and created content for large federal website to disseminate the DHS mission to 6 million visitors each month

• Took in large amounts of varied material and distilled it into cohesive web content to more effectively communicate with DHS audience
• Enforced style guide as part of content strategy to preserve consistency of voice and tone
• Initiated Department e-mail newsletter marketing outreach products; Trained program offices so they could autonomously reach out to targeted users in new communication channel
• Built hurricane assistance widget that received 5 million impressions in its first 11 days, providing emergency information to Gulf Coast disaster survivors through various non-DHS outlets
• Wrote strategy document for DHS blog to standardize content and style among multiple authors