Program Manager Technical

ANA (R) BALDWIN LinkedIn Sunnyvale, CA

*************@*****.*** +1-650-***-****

Seasoned, Results-Driven Sr Engineering Technical Program Manager with 12+ years of experience in Program People Management. A high-EQ diversity leader managing 85-200+ global stakeholders across Digital Technology, eCommerce, Retail, Global Operations. Proven success in leading dynamic, high-performing teams to shape the future of Apple’s commerce strategies, consistently delivering client/server product features at scale; resulting in significant ROI $180M; CSAT by 80 points. Top 3 Key Golden Rules:

• “All our dreams can come true, if we have the courage to pursue them.” -Walt Disney

• Leadership: I help empower people by accomplishing what they are already set to achieve. “I Build, The Dream Team”.

• Core Mission: I go above and beyond to ship high-quality products w/ great user experiences for our 1Billion all end- users that we all love in our Apple Eco-system; Developments from product ideation to market release Globally. RECENT EDUCATIONAL ACCOMPLISHMENT

NVIDIA AI for All: From Basics to GenAI - Course Completion Jan 2024-Aug 2024 MIT EXECUTIVE COURSE–AIML BUSINESS STRATEGIC MANAGEMENT Jan 2024- Oct 2024 Work Experience Jan 2022-Present

APPLE, SENIOR ENGINEERING PROGRAM MANAGER SUNNYVALE CA Major Key Accomplishment: Resilient is not a Metric! Taking Bold decisions is in my DNA!

• Boosted Apple’s eCommerce sales by over $1B, increased customer engagement in our ecosystem by 15.7%. Successfully transitioned 79.8% of Android users to Apple products in First quarter (measured via CSAT; analyzed via Trade-in Program DATA), strengthened Apple’s market position.

Recent Key Achievements:

● New Personalized Engraving Affordability Personalized Monthly Payment Programs w/ AppleCare MPwTI Trade-in Upgrade

● External Partners: Affirm PayBright Alma Paidy; Markets: JP CA UK FRANCE US TURKEY SINGAPORE

● Orchestrated Affirm New Partner Migration; For the First Time in Canada- Introduced Immediate Delivery (IDL) in 180 minutes; APRs 4.99%-7.99%. LOBs: iPhone, iPad, Watch, iPad and many more+.

● Tier-0 commerce Buyflows: Challenged the "status quo"& Led Process Optimizations on Critical User-Business Impact:

“Decoupling” WW Repricing APIs; New Multi-currency ‘Scientific Rounding Payment Algorithms w/ NPV”; NPI Rate Limiting; Throttling optimization; Redefined KTO “Recycling Fee” process.

● Led NPI Rate Limiting Reconciliation Queue: Closely Partnered w Ops, Performance, Load Testing, and cross functional teams on NPI transactional capacity planning; and swiftly increased from 20-30 OPS to NPI targets of 50-70 OPS; surpassed BAU rate 10- 15 OPS based on metrics.

● Directed Scaled Challenges Implemented strategies and mitigated partner downtimes, including automating transaction “X” retries and customer notifications via reconciliation queue. Maintained seamless system performance during High-demand NPI launches, ensured uninterrupted service.

● Optimized Operational Efficiency: Partnered with Release Management across 12 teams significantly reduced application downtime; Prevented 35% API overload, Boosted 15.8% user experience (measured via CSAT); achieved 99.9% service uptime; contributed $10M in Customer retention and long-term revenue growth. Key Contributions:

● Leadership and Ownership: Directing over 20+ multi-million-dollar digital channel programs across AWS Cloud Infrastructure, emphasizing platform innovation, UI, and backend development for products services in 20 countries 21 languages.

● Direct 0-1 Implementation Strategy! Orchestrating WW multi-million-dollar programs; Driving SDLC Roadmap execution using agile waterfall methodologies from requirement gathering, architecture design, implementation, testing, deployment, drive change management, optimize high quality; on-time delivery w/ ROI $100-$200M.

● Cross-functional Global Collaboration: Closely partner w Engineering Manager (Direct org); Product, MarCom, Data Science; XF Technical Program Managers (IC7) to design, implement; deploy & executed critical, complex, & ambitious Technical deliverables.

● CI/CD Integration: Collaborated w 38+ XF developers to implement CI/CD integration, reduced time-to-release by 30%; enhanced operational excellence via faster feedback loops; resulted in 18% faster release cycles.; built resilience of commerce services.

● UI/UX Accessibility: Strong technical aptitude and curiosity; emphasized adaptability of Web Content Accessibility Guidelines (WCAG) 2.2 AA standards, Led implementation on digital accessibility seamlessly for all-end users WW.

● Owned system playback: Resulted 50% increase in partner confidence, 25% reduction in downtime; 75% scaled smooth launch.

● Strong XF Alignment & Technical Leadership: Built “TRUST & MUTUAL SUCCESS” across 200+ stakeholders, software Eng. to design future proofing architecture; and automate API integrations. Delivering seamless solutions, including alternative SFTP integrations, ensuring on-time project completion.

● Tailored Comprehensive Comm’s Plan: Led daily bug Triage; continuously integrated (~3000 bugs). Built, presented digital strategy roadmaps, program status updates to both internal and external stakeholders, driving strong alignment; identify and prioritize high-stake programs.

● GDPR, DMA, EUDB, SOX, Infosec, Threat Model: Ensured secured API integrations across all AI/ML applications; local & international data governance compliance (PII not stored, Data) licensing features.

● AIML Price Forecasted Go-To-Market: Always with “can-do” attitude; Identified risk, mitigated & implemented changes in P-Configs, CSS, Node.js; shipped personalized MPwTI Pay-in-Full Features for ASE, BTS, WWDC.

● eCommerce Enhancements vs Technology Trade-offs: Proactively influenced; empowered stakeholders, VPs on “GR seasonal feature” at add-to-cart implemented by SWOT analysis w/ Historical Data-Insights solutions; grew DAU/MAU to 300K+ 1st quarter.

● Process Optimization Advocated Mentored Coached Trained: As Leader of Leaders, mentored multiple directors, managers, and ICs within and outside Apple.

● Customer service and client support via “Apple SiteWatch & RCC GeniusBar” for Early Continuous feedback. Apple’s Payment Infrastructure is 24/7 busy, supporting over 1Billion active customers across 175+ countries. NOTABLE KEY WW PROGRAMS LARGE HIGH IMPACT TIER 0 COMMERCE IMPLEMENTATIONS

● Personalized Buy-Now Pay Later- Affirm New Partner Migration at Canada; Paidy at Japan; Barclays at UK;

● NPI Personalization and Engraving NPI/AirPods/AirTag/ApplePencilPro/ApplePencil(2nd gen)/iPad

● AOS/MOW Optimizing Checkout Flow WW New Accessibility Features

● External Carrier Partners T-Mobile, Verizon, Boost Mobile, AT&T

● Geo Merchandising Monthly Payments Expansion WW Trade-in/Upgrade Programs

● Personalized MPwTI Pay -in 4, 12, 24, 36, Gift Card, Pay in Full, Upgrade Programs, APR % AMAZON TECHNICAL PROGRAM MANAGER SANTA CLARA CA Jan 2018- Jan 2022

● Directed 7 phases of the Software Development Lifecycle (SDLC), including design, build, test, and improve software deployment.

● Partnered w/ Analytics (SQL queries, Tableau) monitored real-time program progress; identify areas of improvement; drove strong alignment across; internal and external stakeholders; increased productivity over 98.9% delivered on time.

● Extensive Executive Collaboration: Scaled org fiscal capital / pre-requites / FYQ1-3 semester planning with senior managements to negotiate; fund $M digital initiatives based on insights (Bandwidth, Business critical use cases, ROI, User Impacts). TCS PROGRAM MANAGER– LONDON, UK Feb 2012 – Jan 2018

● Upskilled global teams on process optimization, Agile sprints, reduced cycle time from 8 months to 3 weeks.

● Increased sprint velocity to 2weeks from 3weeks: Influenced 3P EM; reduced churn, across regional Teams from Jr-IC7-VPs. Awarded “People Manager and Innovator” on Notable Key WW Programs: BUSINESS REVENUE $1T NPI GetReady at add to cart eCommerce Payment Checkout Redesign Multiple currencies Europe ASIA Led UI–Backend Applications Continuously Integrated 30+ microservices (4 designers, 35 developers, 8 testers, 9 PM’s) RCC GBS Payment Order Offer Checkout Cart FE UI, Backend OLSS SAP

● GR -drove +15% of incremental lift of conversions with 70% TTM; reduced user wait times during rush traffic hours.

● Designed, Spec’ed: Achieved 45% increase in algorithm prediction accuracy, and 28% reduction in latency and service uptime.

● Surpassed initial OKRs: Business ROI *1Trillion, Increased CSAT by 7 points, improved Net Satisfaction index from 175 to 182. USER ENGAGEMENT Trade-in Upgrade program (GEOs: JP CA FR DE US) Led Client–Server Web Backend Applications (7 designers, 47 developers, 11 QA/UAT/IT, 7 PM’s) UI/UX Designers DATA Scientist GBI Analytics Customer Insights Legal Infosec Logistics Marketing POS FSI SAP APP

● Emphasized strong user authentication aligned with APPI Japanese regulation which eliminated 97% fraud transactions.

● Led and Implemented ACML Partner Rounding Scientific Model; Experimented a new payment algorithm based on real-world.

● Resulted: Reduced operational cost savings *80% by not over-engineering w/o compromising quality. PROCESS IMPROVEMENT Directed centralized PMO Infrastructure tool PMO Efficiency ProjectMap Wrike Led 200+ Global Stakeholders AOS POS FSI IST Apps team (4 designers, 29 developers,11 testers, 15 PM’s) GBI IT Finance Legal Designers across PMO org and Global org

● Implemented Centralized platform tool for over 1.2K employees across 13 remote locations across Europe, Asia.

● 200+ Positive Global Reach on Tool Adoption (Conducted onboarding and Training process).

● Real-time centralized dashboard platform Tracking overall program’s health (OnTrack, Warning, At Risk, Go-live).

● Resulted Reduced 500 hours of manual work; achieved 90% Operational Cost Savings by 0% duplicate efforts. MANAGEMENT SKILLS Core Competencies

• Global Cross-functional Program Management (Agile/Waterfall/Hybrid)

• Feature Readiness: Short-Term and Long-Term Roadmap (User Business Revenue)

• System Playback: Keynote speaker (Happy Path- Early Feedback Loops; Continuous Refinement; XF Conditional-Go)

• Risk Management & Governance (LQA, Retail Sec, GDPR, SOX, Privacy)

• Identifying gaps & Process Optimization & Scaling Developer Tools (Benchmarking High-Quality)

• Health Metrics (Performance, Reliability, Quality)

• AI/ML Model Evaluation, A/B Testing, Metrics Monitoring, and Model refinement TECHNOLOGIES TOOLS TECHNICAL SKILLS

• Cloud Infrastructure: AWS

• PM Tools: Radar, Jira, ProjectMap, Wrike, iPath

• AI/ML Tools: TensorFlow, PyTorch, Keras

• Developer Tools: CI/CD, Splunk, JIRA, Confluence

• Change Request + Incident Management: Help Central Tool (ServiceNow Chorus eCCB/CCB Automated BOT)

• Metrics Monitoring: Prometheus, Grafana, DataDog, Omniture

• Reporting, Data Analytics & Metrics: SQL, Tableau, Splunk Dashboards, Functional Matrix.

• Documentation: Box, Quip, Composer, Confluence, Keynote, MS Project, MS Excel

• Resource + Cost Tracking: Finsite, Cocomo, Numbers, Excel, Smartsheet

• Software Development & SDLC: Radar, Composer, Wrike, MS Project, A/B Testing, Performance Monitoring SOFT SKILLS

• Leadership & Strong Influence w/o Authority

• Attention to details & Strong Judgement (Data-driven Leader)

• Team Motivation & Engagement: Slack, Webex, Email, Newsletters (Performance Reviews Workshops Office Hours) EDUCATION CERTIFICATIONS

INDIANA WESLEYAN UNIVERSITY, IN – MS, IT LEADERSHIP IN PROGRAM MANAGEMENT GPA 3.8/4 UNIVERSITY OF WEST OF SCOTLAND, LONDON U.K – MBA, BUSINESS STRATEGIC MANAGEMENT GPA 3.9/4 Certified Scrum Master (CSM), Technical Project Management (TPM), PMP. VOLUNTEER SERVICES

SELF STARTER MENTORING COACHING FUTURE LEADERS London-California at AnitaB.org 2015-Present CONFERENCES WORKSHOPS KEYNOTE SPEAKER NEXT-GEN TRENDS EVENTS California Netflix ECONOMIC EMPOWERMENT FUTURE GEN GIRLS SCOUTS

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