sr program manager resume example with 10+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - : - -
Professional Summary

Organized Senior Program Manager committed to excellence with over 13 years of strategic goal and key objective development experience along with experience of managing large team in Operational Capacity. Well-versed in analyzing program performance and implementing actionable improvements to drive growth. Composed and calm in high-pressure environments by maintaining strong focus on action and customer satisfaction. Demonstrated leadership in systems implementation, program execution and process improvement engagements.

  • Documented and resolved customer facing (ADX) issues which led to 50% increase in first time approval of campaigns and improved precision from 92% to 98% across 8 ad programs
  • Successfully launched ad relevance process, relevancy methodology and team set up for AMZ
  • Authored ad policy in partnership with legal for 3P advertising, Onsite advertising, Re-targeting programs.
  • Led ad auto-moderation program that reduced human moderation requirement by 56% in EN marketplaces.
  • Launched new product in partnership with marketing called AMZ Stores.
  • Supervised team of 120 staff members.
  • Program managed and SME support on ground up service of problematic keyword and advertiser suppression.
  • Implementation planning
  • Status updates
  • Agile Methodology
  • On-site plant support
  • Scope management
  • Policy interpretation
  • Lean/Six Sigma
  • Relationship Management
  • Deployment plans
  • Project coordination
  • Staff Management
  • Business administration
  • Digital Advertising
Work History
03/2020 to Current
Sr. Program Manager Microsoft Corporation Wenatchee, WA,

Mar20 - Present Sr. Program Manager in Services LLC Seattle.

Jul'19 - Mar'20 Program Manager-III in Amazon Development Services, India

  • Identified system needs and designed processes to support business requirements.
  • Collaborated with development teams, internal customers and product line management to verify delivery of desired quality requirements to distributors.
  • Launched [Type] program and gathered functional and business requirements to support team and mitigate risks.
  • Performed program research and analyzed data collection to develop cost estimates and budgets.
  • Directed [Number] simultaneous projects to boost business opportunities by [Number]%.
  • Mentored and supported [Number] [Type] department employees to create strong workplace culture.
  • Devised tools and benchmarks to improve team performance and monitor production.
  • Collaborated with [Type] staff to define legal and operational parameters.
  • Established team priorities, maintained schedules and monitored performance.
  • Coordinated and planned [Timeframe] operational meetings to reduce inter-departmental redundancy.
  • Provided consultancy to [Type] department, serving as primary liaison between it and [Type] department.
  • Oversaw installation and onboarding process for [System].
  • Served as primary interface between business channels and internal departments, aligning wishes of sales and finance departments with customer service realities.
  • Collaborated with [Job title] to define and explore business challenges, creating technical roadmaps based on findings.
  • Worked closely with other departments to better understand product features and develop appropriate training materials.
  • Defined and managed feedback loop, integrating customer complaints and suggestions into future programmatic changes.
07/2018 to 07/2019
Manager III, Catalog (Sr. Business Manager (L6)) Fourteen Foods Whitesburg, KY,
  • Developed and rolled out new policies designed to bolster productivity and reduce overall [Type] costs.
  • Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.
  • Leading team of 120 content ad reviewers covering US, UK, AUS, EU4, MX, JP and IN. Span include 8 Ops Manager, 10 Subject Matter Expert and 10 Content Lead
  • Managing three stream of business : A) Advertising policy authoring B) Ad Moderation (Aka Ad review), C) Ad Relevance
  • Partnered in Ad policy authoring for Display Ads, Mobile Ads, Mobile Apps, Video Shots, Product Ads, Sponsored links, Amazon ad network (AMAN) , Product relations and Dynamic Review Ads
  • Handling stakeholder for regions - UK, US, EU4, JP, IN, MX and AUS Region
  • Team comprises of linguists - French, Spanish, Italian , German and Japanese
  • Executed Competition benchmarking for Ad moderation and reduced the time to go live by 33.33%.
  • Benchmarking exercise to compare performance of AMZ used and refurbished against IN competitors.
  • Executed project to reduce ad policy escalations by 18.2% and setting up proactive alarms
  • Executed improvement project for advertiser experience (AX) platform
  • Set up the mechanism for shopper feedback on ad and review process.
10/2006 to 05/2015
Assistant Manager Genpact City, STATE,
  • Leveraged fair evaluation processes, employee reviews and staff mentoring to drive performance and job satisfaction at all levels.
  • Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates and facilitate open communication.
  • Enhanced employee management by developing schedules, tracking time and administering payroll.
  • Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
  • Supervised operations team to support operational excellence and excellent customer service.
  • Wrote and shared [Type] and [Type] reports to help senior leadership make effective business decisions and plans.
  • Taught employees how to collaborate on daily job tasks and achieve service targets.
  • Devised, deployed and monitored processes to boost long-term business success and increase profit levels.
  • Monitored employee productivity and optimized procedures to reduce costs [Number]%.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Developed productive, profitable and achievement-oriented working environments for employees.
  • Educated operations team on best practices, company policies and service excellence standards.
  • Oversaw and improved [Product or Service] deliveries worth over $[Amount] per year through efficient coordination of daily operations.
  • Estimated timelines-costs-resources. Utilized team inputs for plan-budget-timeline: Co-delivered program with Total Contract Value (TCV) of USD 29 Million
  • Managed relationships & coordinated with Senior client partners, C-Suite and internal teams – Planned & facilitated governance, workshops and translated conclusions into recommendations
  • Lead program/project execution. Conducted analysis, interviewed clients. Tracked budget, over-runs, daily tasks & followed-up for problem resolution – Helped define optimized Operating Models, delivered productivity of +10%
  • Prepared project documents (action-risk-issue logs/customized & impactful presentations) & owned completion of all project/program deliverables. Captured lessons learnt and maintained program/project repository: Delivered 90% of projects, with a Voice of Customer (VOC) of 5/5 (100% Client Satisfaction)

Respond to Request for Proposal (RFP)

• Participated in Solution Identification, worked closely with the customer business leaders to understand their needs

• Drafted responses RFP, created program plan & cost

Expected in to to
No Degree: Senior Professional in Supply Management
Next Level Purchasing Association - North Carolina [Online],
Expected in to to
No Degree: Certification in Project Management (CIPM)
Institute of Project Management - New Delhi, India,
Expected in 03/2009 to to
MBA: Executive General Management Program For Genpact
Indian Institute of Management - Kolkata, West Bengal India,
Expected in 06/2004 to to
Bachelor of Science: Botany
Hemvati Nandan Bahuguna Garhwal University - Uttarakhand, India,

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Resume Overview

School Attended

  • Next Level Purchasing Association
  • Institute of Project Management
  • Indian Institute of Management
  • Hemvati Nandan Bahuguna Garhwal University

Job Titles Held:

  • Sr. Program Manager
  • Manager III, Catalog (Sr. Business Manager (L6))
  • Assistant Manager


  • No Degree
  • No Degree
  • MBA
  • Bachelor of Science

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