Service Delivery Program Management

Qualification Profile

Results-driven Sr. Vendor Manager with substantial experience in vendor management, program management, operations management, and commercial management.

Proven success in securing favorable terms and strengthening partnerships to optimize service delivery and cost efficiency. Adept at managing programs from inception to completion, leading cross-functional teams to ensure on-time and within-budget project delivery. Proficient in operations management, implementing process improvements that enhance productivity and streamline workflows. Expert in driving revenue growth and market expansion by leveraging industry knowledge and data-driven insights. Possesses strong communication (written and verbal), interpersonal, negotiation, organizational, analytical, critical thinking, time management, and problem-solving skills. Committed to building robust relationships with key stakeholders, senior management, suppliers, vendors, and business customers to improve service quality. Areas of Expertise

Vendor Management

Program Development

Operations Optimization

Strategic Planning

Team Leadership & Training

Contract Negotiation

Budget Management

Stakeholder Engagement

Supply Chain Management

Career Experience

Expedia Group, Austin, TX Nov 2020 – May 2024

Sr. Vendor Manager, Program Management

Spearheaded design and implementation of the program, focusing on operations, team management, and performance scaling from inception. Expanded program into the lodging sector via a data-driven, ROI-focused pilot initiative. Facilitated cross-channel alignment by collaborating with various teams, setting annual targets, and driving collective success across the organization.

● Launched and led a global early lifecycle sales program across three vendor sites, achieving $19M in annual bookings and a 20x ROI.

● Enhanced program performance through data analysis, informing strategic decision-making and driving problem-solving initiatives. Vrbo, Toronto, ON Oct 2019 – Nov 2020

Customer Service Manager

Managed a globally impactful program across three vendor sites, overseeing a team of 130+ agents for seamless program execution. Utilized data-driven insights to track performance metrics, driving continuous improvement to maintain competitiveness in the dynamic hospitality market.

● Streamlined program operations with performance tracking systems, leading to consistent improvements and resource utilization.

● Ensured program's adaptability to changing business needs by managing fluctuations in budget allocation and adjusting resource requirements.

● Enhanced Vrbo's brand reputation and customer satisfaction by optimizing service delivery and addressing customer feedback. CanadaStays, Toronto, ON July 2015 – Oct 2019

Customer Experience Manager

Developed training materials and delivered targeted coaching to agents, focusing on skills enhancement and professional development. Analyzed key performance indicators (KPIs) to refine customer experience strategies, leveraging data insights to drive improvements in critical metrics such as response time, resolution rates, and customer satisfaction. Implemented performance improvement initiatives using KPI analysis to consistently optimize customer support processes and adapt to evolving needs and feedback; directly reported to the VP of Operations.

● Optimized customer satisfaction strategies, ensuring alignment with organizational goals and enhancing customer experience.

● Managed the hiring, training, and oversight of five support channels, including case management, calls, chat, chatbots, and help center.

● Led a team of 30 agents, providing strategic direction and support to achieve high performance standards. Education & Skills

Bachelor of Business Seneca College of Applied Arts and Technology, Toronto, ON Personal Certificates: PMP, Diploma in Project Management - Alison (2024) CSM, Certified Scrum Master - Scrum Alliance (2024) Negotiation: Essential Strategies and Skills - University of Michigan (2017) Salesforce Administrator - Salesforce (2018) Zendesk Support Administrator - Zendesk (2016)

Technical Proficiencies: Tableau • PowerPoint • Excel • Confluence • Jira • Slack • Zoom • SharePoint • Qualtrics • Seismic • 8x8 • Zendesk • Salesforce • Omni-Channel • Trello • Miro • Scrum • Outlook • Asana Heather Goodman *******.***@*****.*** • 512-***-**** LinkedIn • Austin, TX 78751

Contact this candidate