Program Manager Risk Management

Carolyn Senior Program Dixon Manager, Business Strategy and Operations

ad5f9g@r.postjobfree.com • 510-***-****

LinkedIn • Grand Prairie, TX 75050

Strategic Visionary and Accomplished Leader: Extensive expertise in Go-To-Market Product Strategies, Corporate Technology, and Global Program Management. Proven track record in designing and executing successful organizational OKRs, overseeing large-scale product launches, and optimizing processes for Fortune 100 companies. Adept at managing complexities, assessing risks and change, and fostering strategic relationships. Known for developing talent and leading cross-functional teams to exceed strategic KPIs."

Areas of Expertise

Project Management Methodologies

New Product Introduction & Marketing

Strategic Planning

Market Analysis & Trends

Process Optimization & Quality

Customer Success

Oracle Financial Suite

Stakeholder Management

Integrated Marketing Campaigns

Change & Risk Management

Regulatory Compliance

Technical Project Execution/QA

Sarbanes-Oxley (Financial Cybersecurity

Regulations

External Partner & Contract

Management

Issue Resolution & Risk Management

Team Leadership & Mentoring

Interpersonal Communication

Managed Services

Professional Experience

Apple, Inc.

Sr. Strategic Program Manager (World-Wide Gov, Health & Education) 2021 – 2024

Devised and implemented the Go-To-Market framework and strategy, taking ownership of evolution. Established and communicated key performance indicators, ensuring diligent tracking of program results against the intended roadmap, and evaluated the overall effectiveness of ongoing initiatives. Utilized Tableau and Salesforce contract data for comprehensive reporting, ensuring accurate and insightful analyses. Rolled out new CLM (salesforce env) and presented new program versions or updates to sales leadership and partners. Managed a diverse portfolio of programs/campaigns, including US public sector back margin program for channels, overseeing scope, timelines, communications, risks, and issue resolution.

● Integrated programs with marketing campaigns to optimize opportunities and expedite overall marketing efforts.

● Championed and articulated the program design, outlining key investments required for successful implementation.

● Led the management and successful launch of innovative programs, transforming global routes to market within the Health, Government, and Education sectors.

● Innovated the program design to facilitate the scalability of best practices, relevance, and engagement, ensuring the incorporation of evaluation metrics into the most effective modalities for global expansion.

● Formulated solutions to execute programs, covering aspects such as people, GTM processes, tools, geographies, and systems, fostering consistent adoption, replication, and scaling of best practices.

● Identified and managed all E2E necessary work streams, provided updates, escalated issues appropriately, and took ownership of problem resolution and risk management.

● Oversaw the delivery of programs designed to evolve the worldwide health, government, and education business, establishing criteria for the replication and scaling of best practices. AT&T Mobility Services LLC

Principal Program Manager & Senior Program Manager 2020 – 2021

Engaged with Client Sponsors and Product Stakeholders to refine and implement strategic sales initiatives for mobility product lines across various sales channels. Collaborated with Product Marketing to evaluate and execute plans, driving business requirement reviews for key complex projects using ITIL processes and Agile/Waterfall methodologies. Managed large-scale to medium-sized end-to-end implementations of new products, devices, and sales plays in Business Mobility CARE and selected Sales channels. Ensured products achieved operational excellence in collaboration with Technical Development Support teams.

● Achieved an increase in gross adds and a reduction in churns through the execution of targeted tactical solutions.

● Led initiatives to reduce Sales migration/process open issues, resulting in a heightened overall customer experience.

● Delivered best-in-class analytical guidance to cross-functional project teams, simultaneously mentoring new team members.

● Co-authored comprehensive pre/post-device and process matrices for proactive issue resolution and reporting execution.

● Eliminated redundancies in key operational processes and streamlined new team training, resulting in faster ramp-up times.

● Worked with audit team to ensure our processes, point of sales systems and reporting were aligned to meet regulatory compliance/ external audits

● Streamlined operational effectiveness by slashing issue-to-resolution time and go-live validation testing by over 80% for products and sales plays through enterprise systems.

● Acted as a project manager/lead test analyst for mobility new product device and offer launches, change requests, and regression testing and quality assurance testing for application fixes in Mobility point-of-sale systems. Page 1 3

AT&T Mobility Services LLC

Senior Business Manager IT/Project Manager

2013 – 2020

Orchestrated and executed projects to elevate revenue streams, demonstrating strategic acumen and effective leadership. Engaged with cross-functional teams to plan and implement business go-to-market strategy programs, optimizing gross additions and mitigating churn. Governed policies, standards, and processes, emphasizing continual improvement and transformative initiatives. Collaborated with cross-functional teams to deploy applications utilizing Agile methodology.

● Defined, designed, and executed diverse processes to foster change through seamless partnering and collaboration.

● Mentored and guided new team members to ensure smooth assimilation into the fast-paced operational environment.

● Championed and executed the Release Management process for specific mobility applications and device launches.

● Spearheaded business requirement process, serving as bridge between stakeholders and development/architecture teams to align business needs with technical architecture and end-to-end solutions.

● Owned issue resolutions and problem solving strategy for point of sales systems Cisco Systems, Inc.

Business Project Program/Project Manager

2010 – 2013

Directed planning and transition of business applications to Oracle 11i ERP upgrade, utilizing effective project management and gap analysis methodologies. Led a geographically dispersed team of over 15 members. Functioned as a subject matter expert for diverse applications in manufacturing and Oracle financials influencing senior executive teams in executing 30+ projects. Defined key business application requirements, optimizing business processes, owned changed management, vendor management, and workflow mapping. Formulated vendor management selection and responsibilities processes, showcasing business and technical acumen with over 8+ vendor companies. Spearheaded campus/college recruiting events, identifying new talent and improving the screening process for potential hires. Influenced executive decisions through vendor scorecards and review meetings, evaluating delivered products and services.

● Negotiated enterprise contracts, realizing a $2B cost reduction (35%) and securing a 20% cost savings on licensing through contract renegotiation for professional services.

● Introduced a cutting-edge methodology for system upgrade/integration, achieving 60% greater efficiencies, expediting operational processes, and enhancing inventory control.

● Addressed organizational challenges and changes for customer satisfaction and retention, optimizing Level 1 support processes to reduce problem resolution time and exceed Customer Satisfaction targets.

● Implemented email templates for real-time management updates, reducing accounts payable holds by creating Cognos reports to reconcile transactions in Oracle Financials.

● Enhanced business unit performance visibility through key performance indicators (KPIs) and customized screens based on financial requests from external auditors (cybersecurity regulations Sarbanes-Oxley Cisco Systems, Inc.

IT Program/Project Manager & Analyst 2000 – 2010

Developed and executed scripts for data conversion, including SQL-server triggers for clearing shipping backlogs during month-end and quarter-end close activities. Conducted interactive onsite brown bag lunch & learn sessions for cross- functional groups, resulting in productivity gains. Administered business-critical IT support and consulting, specializing in manufacturing/finance for internal clientele. Partnered with HR to identify new talent, engaged in diversity recruiting, and led talent screening and selection for MFG IT/Finance organizations. Collaborated with the technical team, demonstrating robust technical and functional knowledge to author technical design specifications and conduct testing.

● Facilitated integration of Sales Force with existing data and systems, setting up security profiles for users, groups, and organizations. Successfully delivered all major software releases on time and within budget.

● Innovated by leveraging technology to automate processes, resolving month-end and year-end business challenges while adhering to organizational policies.

● Established governance standards (e.g. Change Management) to create a scalable and repeatable process for overall integration activities.

● Cultivated trust and credibility with senior executives, becoming primary source for critical month-end activities and contributing to a multi-year integration roadmap.

● Enhanced employee (new hires) product knowledge and performance by designing and delivering impactful training curriculum and materials, including job aids, skill exploration, and exercises. Additional Experience

Senior Consultant, Oracle Corporation, Redwood City, CA, - Implement Oracle Financials (GL,AR, AP, Quote to Cash) Government Grants & Contract Accountant, Stanford University, Stanford, CA- Manage government grants Education & Credentials

Master of Science, Concentration: Financial Management, Carnegie Mellon University, H. John Heinz III School of Public

& Management

Bachelor of Science, Concentration: Marketing, Southern University, Baton Rouge, LA Certifications: Six Sigma Green Belt, ITIL Processes & Master Certificate in Project Management, ESI International/ George Washington University, Washington DC

Tools: MS Office Suite, Project Management Apps for Mac & IOS, CRM, Workday, Tableau, Power BI, Business Objects, Interest: Education for Kids, Advocate for Elderly, Travel, Non-profits, Cancer Research Page 2 3

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