Brittany Darling

541-***-**** Junction City, OR ad4k8t@r.postjobfree.com Linked In

PROJECT MANAGER

SUMMARY

A highly skilled project management professional with 10+ years of expertise leading enterprise business system integrations, CRM deployments, eCommerce, and continuous process improvement initiatives.

Leverages effective communication and interpersonal strengths to build stakeholder relationships, lead cross-functional team collaborations, and translate technical and functional language between stakeholders.

Possesses a Bachelor of Science degree and an expansive skills and project portfolio, including competencies in product lifecycle management, team leadership, issue resolution, logistics, and customer relations.

Maintains a demonstrated track record of open and transparent dialogue between project teams, effectively assessing and interpreting business requirements, and managing the product lifecycle for on time deployments.

CORE COMPETENCIES

Project & Product Lifecycle Management Team Leadership Continuous Process Improvement Stakeholder Relationship Management Data Analysis & Reporting Roadmap Development eCommerce Order Management Logistics The Customer Experience Escalation Management Iterative UX Design Requirements Analysis Coaching

SELECT ACCOMPLISHMENTS

Recognized for successfully reengineering SLA response management for customer service inquiries and service claims due to information overload. Identified gaps in the customer journey and executed a collaborative effort with the product team to develop and deploy an automated solution that saved time and expense for the organization.

Effectively resolved non-acceptance with a particular region of the company with the online product ordering system by building critical rapport with the sales team members, building trust, and eased concerns about the change, ultimately resulting in a 20% increase in respective revenues within the first quarter of the year.

Successfully streamlined customer service calls after partnering with the IT team to develop a solution using the eCommerce site for ticket submission. This reduced customer response SLA time and the savings equated to four FTE positions.

Led the integration of the Pega Systems customer inquiry system to address data losses, automated customer replies, and enabled instant responses to the most common questions, which led to optimized workflows and processes.

Acknowledged for creating a standardized form for order acceptances to remediate the multiply formats that were causing errors, saving in sales charge backs and returns that were caused by incorrect order entry.

CAREER HISTORY

Levi Strauss & Co., San Francisco, CA 4/2014– present

B2B ECOMMERCE PROJECT LEAD / ASSOCIATE MANAGER 7/2022 – present

Accountable for leading and deploying eCommerce sites providing 400+ customers and sales teams visibility and access to online product support.

Identify opportunities, analyze business benefits, evaluate ROI, and prioritize and negotiate initiatives to develop a roadmap that delivers on the vision and strategy.

Create buy-in for the product vision both internally and with key external partners. Socialize the product roadmap and lifecycle regularly with senior leadership.

Brief the design team on the UX needs for product(s) and iteratively work with the designers to reach the expected outcome. Act as a product evangelist to build awareness and demonstrate business impact.

Cultivate an Agile test and learn environment. Conduct A/B experiments on new capabilities to measure post-delivery KPIs and iterate for optimization.

Provide quarterly eCommerce site experience updates across the YXX and B2B regional sites and segments.

Partner with the development teams responsible for UAT execution and tracked the respective IT roadmap adherence.

Charged with identifying, troubleshooting, and escalating front-end/back-end website issues. Coordinated and prioritized requirements across multiple areas.

Investigate business requirements and needs, analyzed data points for insights, and translated them into user stories and requirements.

Drive the product's strategic vision, define roadmaps, and work closely with key stakeholders to build and drive the platform's adoption and performance within SAP S4/Hanna.

BUSINESS ANALYST 5/2018 – 7/2022

Led the implementation of crucial projects, including CRM integration with Pegasystems and Frictionless Initiative, as well as the creation and off-boarding of Levi's US Wholesale Service Team.

Seamlessly integrated the B2B eCommerce platform with SAP for business reporting and customer service, reducing overhead costs by 60%.

Defined product strategy and roadmap for CRM product integrations, managed all aspects of in-life products, including customer feedback and issues, and represented the customer throughout the development process.

Managed the new account accrual process and contributed to data analysis within the various supply chain management systems.

Provided employee training and development, coached and mentored, and managed account initiatives and customer service strategies.

ORDER MANAGEMENT SPECIALIST 4/2014 – 8/2016

Oversaw and trained employees on new technology integration within SAP and wrote standard operating procedures and managed logistics information.

Collected data on logistics elements and provided ongoing analyses for supply chain efficiency. Collaborated daily with sales, reporting order data and analytics.

EDUCATION & CERTIFICATIONS

Bachelor of Science in Psychology

Oregon State University 2018

Completed degree requirements during employment gap of 2016-2018

TECHNICAL ACUMEN

SAP, Jira, Confluence, Hybris Backoffice, CMS, Agile, Pega Systems, M Office Suite

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