Jessica Claire
Sr. Operations Program Manager
, , 100 Montgomery St. 10th Floor (555) 432-1000,
Professional Summary

Experienced in project and operations management across industries | Exceptionally skilled at planning, organizing, and delivering medium to large-scale, complex projects within tight deadlines | Proven success in strategic operational improvements and problem solving | Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals

  • Program Management
  • Business Operations
  • B2B SaaS, Cloud & AI
  • Data Analysis & Visualization
  • Cybersecurity Customer Success
  • Pre-sales & Post-sales Customer Journey
  • Digital Transformation
  • Agile Methodologies
  • Strong Organizational Skills
  • Cross-functional, Global Collaboration
Work History
07/2020 to Current Sr. Operations Project Manager Db Schenker | Eagan, MN,
  • Developed and automated churn risk and customer usage reporting for early warning signs across Customer Success and Sales teams
  • Analyzed customer usage data and identified gaps, driving increase in CS first time to value Q/Q
  • Automated Sales to CS handover form and monitoring results to continuously improve process
  • Developed KPIs and monitoring CRM system for reporting and data validation to recommend CS improvements
  • Operationalized strategic Customer Success initiatives across Cloud & AI teams and CS Ops team, including customer account segmentation
  • Collaboration with Finance, Customer Experience team, Product, IT, and Sales to continuously improve customer experience
  • Launched digital Customer Success program, increasing Customer Success engagement from 5% to 95%
  • Implemented internal and customer facing automations in partnership with IT to scale CS organization
  • Launched 1:Many Customer Success events including office hours and webinars for scalable customer enablement
  • Designed Customer Success digital journey and published on Live Community in partnership with Community and Customer Success Engineering teams
  • Managed No Customer Left Behind initiative, increasing customer contacts by 15% for Customer Success digital engagements
  • Interviewed, coached and led Operations and cross-functional team members to enable their growth and facilitate collaboration
08/2019 to 05/2020 Project Operations Manager Alvarez & Marsal | Houston, TX,
  • Scoped and managed budget, procurement, operations, and project closure for medium to large commercial projects with over $300K budget and residential interior design projects
  • Managed daily team operations to ensure designers and projects were on track to meet company growth goals
  • Scoped and implemented operations improvement projects for Interior Design team, including performance data analysis, marketing plan effectiveness
10/2018 to 08/2019 Finance & Operations Manager Bechtel | Vanderburg, NJ,
  • Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives, and reporting for C-Suite Executive team
  • Planned and executed company-wide office relocation, subleased previous office, managed space planning and interior design for new office, and negotiated with vendors to reduce project cost by 10%
  • Outlined work plans, mitigated risk, determined feasibility for project goals, requirements, resources, timelines and budgets, delivering projects within strict timeframes and budget constraints
  • Produced monthly invoices, generated reports, managed accounts payable, bookkeeping, accounting reconciliation, project cost & variances, forecasts, and recommended changes to reduce cost
  • Orchestrated successful marketing events, newsletters, campaigns and planned associated travel for all speakers and attendees, facilities and support services, resulting in 5% ROI
  • Established and administered annual budget with effective controls to prevent overages, minimizing burn rate by 4%
  • Protected company assets with strategic risk management approaches
  • Partnered with IT and Executives to develop robust financial business plan with detailed benchmarks and action plans
10/2011 to 09/2018 Administrative Assistant Pathways Home Health & Hospice | City, STATE,
  • Created daily reports to advise leaders on corrective actions and process improvements across 5 departments at 3 office locations
  • Streamlined office operations by effectively monitoring and addressing client correspondence
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions
  • Interviewed and coached new employees on administrative procedures, company policies and performance standards
Expected in 10/2018 BA | Business and Management San Jose State University, San Jose, CA GPA:

Certificate, Project Management Fundamentals - City College of San Francisco

Certificate, Introduction to SQL - City College of San Francisco

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School Attended

  • San Jose State University

Job Titles Held:

  • Sr. Operations Project Manager
  • Project Operations Manager
  • Finance & Operations Manager
  • Administrative Assistant


  • BA

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