Senior Program Manager

Nicole Frankhouser *****************@*****.*** • 412-***-****

www.linkedin.com/in/nicole-frankhouser • Pittsburgh, PA 15218 Passionate leader reputed for improving top-and bottom-line performance and driving business growth/success through innovative solutions, operational excellence, business transformation, customer success, and ownership culture. Accomplished and results-oriented executive with 15+ years of experience in directing all aspects of scaled operations leadership, project and program management, business restructuring, workflow/process improvement, and vendor/partner relations. In-depth knowledge of mergers and acquisitions, platform migration, sales enablement, onboarding processes, and global vendor operations to standardize workflows, increase quality scores, reduce recurrence of issues, and promote transparency/project success. Experienced senior program/operations lead with a history of success in managing complex projects/programs using LEAN methodologies with a focus on delivering results around business objectives, scope, and best practices. Decisive leader with expertise in planning and executing DEI and employee resource programs, conducting effective training/development programs for staff, controlling budgets, and overseeing high-performing teams to achieve shared visions and goals.

Areas of Expertise

● Business Planning & Strategy Alignment

● Operational Excellence & Leadership

● Business Development & Restructuring

● Business Continuity & Reliability

● Innovation & Change Management

● Product Development & Delivery

● Logistics & Supply Chain Management

● Sales & Operations Planning

● Project Planning & Execution

● Revenue & Profit Generation

● Client Onboarding & Retention

● Process Improvement & Automation

● Cost Control & Reduction

● P&L Management

● Budgeting & Forecasting

● Team Training & Leadership

● Quality Assurance &

Control

● Key Account Management

Notable Accomplishme

● Generated $15B+ in business revenue through the development of onboarding process for third-party tools used by engineers.

● Led successful integration and consolidation of 10 suppliers into one for operations improvements, securing over $1.6M in savings.

● Saved 750+ hours of vendor managers’ time yearly through automation of approval process.

● Achieved $1.2M in revenue by resolving core issues and securing strategic opportunities within scaled operations organization.

● Planned and directed the successful migration of client data feeds to new data feed structures, meeting global standards.

● Executed new data feed classification, impacting over $138.5M in business. Career Experience

Ops Lead & Senior Program Manager, Solutions Engineering, Google Cloud, Google Nov 2021 to Mar 2023, Pittsburgh, PA Directed all operations of Cloud Solutions Studio (CSS) across all customer engineering demo development, including the planning and successful delivery of strategic projects, programs, and frameworks. Designed and implemented robust business strategies in close collaboration with executive team members; reported to Director of Cloud Solutions Studio. Communicated with enablement program managers, ensuring alignment for demos from content creation to packaging solution enablement and activation with customer engineers. Oversaw all aspects of SOW/contract management comprising vendor and contractor resource allocation with budget governance of $2.3M across vendors globally. Built and implemented centralized dashboards and reporting for team to report out to larger cloud organization. Created communication strategy within CSS by liaising with stakeholders and field teams.

●Improved adoption of new tools by 50% for sales enablement process in North America and EMEA while defining and executing sales enablement process with 80% adoption in North America and 60% in EMEA at end of fiscal year 2022.

●Recognized as champion for employee resources and DEI initiatives to build an inclusive Google community.

●Prepared and controlled over $2.4M operating budget for global team, including OPEX, T&E, and vendor suppliers with a focus on reducing additional costs.

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Senior Program Manager (Scaled Operations), Google Jan 2020 to Nov 2021, Pittsburgh, PA Evaluated program plans and delivered effective recommendations to senior team for global vendor operations improvement. Formulated and presented detailed status reports to update director of scaled operations on business progress. Planned and led strategic business initiatives from ideation to implementation, enhancing multiple work streams for 15000+ vendors. Defined team vision and strategy performance for vendor-managed community to accomplish organizational objectives.

●Promoted transparency and eliminated duplicative work, streamlining all incoming work requests.

●Implementedbest practices with global scaled services team for successful transformation from reactive to predictive.

●Spearheaded and successfully completed project at the onset of Covid for educators taking classrooms virtual; built tools and training tool kit for educators to quickly access and run virtual classrooms; operationalized training for 100+ Google volunteers to respond to forum posts from instructors across globe. Senior Vendor Manager (Data Feeds), Google March 2016 to Jan 2020, Pittsburgh, PA Led complex global vendor operations with robust recommendations for product turndown for 18 distinct workflows; reported to director of data feeds. Delivered strategic cross-functional leadership to vendor teams/partners, standardizing workflows, boosting quality scores, and decreasing recurrence of issues.

●Accomplished and maintained 98% quality output and 85% utilization by defining QA process for vendor operations.

●Minimized client onboard time from 30+ days to less than 5 days by deploying streamlined client onboarding process.

●Produced $240M in annual revenue by evaluating and improving vendor operations. Partner Operations Manager, Google June 2013 to Mar 2016, Pittsburgh, PA Defined project expectations, milestones, and workflow processes for stakeholders to promote transparency/project success. Prepared cross-functional migration schedule to turn down legacy feed systems while overseeing five interdependent migration projects to move 884 data feeds to Google stack for processing.

●Gathered and reviewed data to establish personalized communications for 203 sellers with annual PLA spend of $191M.

●Transferred 80 clients to Google contracts before hosting of feeds on Google Shopping.

●Drove bidding back end set up for 143 clients for successful and smooth transition to new feed platform.

●Applied innovative approaches, integrating products into Google after acquisition.

●Developed and headed two-phase migration project for implementation of 70 merchant feeds to Google shopping.

●Formulated project plans to deprecate display ad product, including client communication, training, and prioritization of high-value clients to ensure business continuity. Account Management and Operational Excellence, Del Monte April 2007 to June 2013, Pittsburgh, PA

●Boosted customer satisfaction and achieved yearly savings of $53K by simplifying paper-based ordering process.

●Implemented LEAN methodologies to enhance project deliveries/resources and create value for customers, which led to optimization of employee development program. Lean bronze achieved. Education

Masters of Business Administration (MBA) Chatham University, Pittsburgh, PA Bachelor of Arts (BA) in Administrative Justice University of Pittsburgh, Pittsburgh, PA Recognition & Awards

150+ Awards/Recognitions Received 75+ Google Peer Bonuses (for project delivery, training and mentorship, DEI work) 50+ Manager Spot Bonuses 21 Google Kudos 2 gTech Partners Award 3 gTech VP Award 1 Google Pittsburgh Good Neighbor Award

Community Service

Board Member, Wilkins School Community Center, Pittsburgh, PA, May 2017 - current Sigma Delta Tau Advisor, University of Pittsburgh, PA, Nov 20219 - Current Page 2 2

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