Steven Heinrich PMP, CSM, CSPO, LSSGB

858-***-**** adx7o6@r.postjobfree.com LinkedIn https://www.linkedin.com/in/stevenheinrich/

PROGRAM / PROJECT MANAGEMENT

Leadership Change Management Agile Transformation

Accomplished professional with proven leadership, consulting & portfolio/program management for Fortune 500 companies.

Expert in leading large-scale projects for design, procurement, operations, commissioning and identifying critical paths, burn-down charting, risks, driving key decisions, SWOT, roadmaps, headcount, budgets, financial metrics, defining MVP, status, blockers, corrective actions, WSJF, SLA’s, LOE’s with responsibility for all project phases until completion.

Passionate at hiring top talent and developing/mentoring into high performing teams managing multiple direct reports, providing career coaching to several other non-directs & mentoring proteges.

Relentless as a cross functional business change consultant / collaborator of platform infrastructure, AI, CHATBOT, LIVE CHAT, Agile, IoT, cloud, api’s, 3rd party vendor agreements & app development, from concept to productization by effectively driving the program / policy governance.

In-depth knowledge of Agile Transformation and product-life-cycle management leading matrixed, cross-functional/ platform teams through: SAFe (6.0), Kanban, Scrum, Agile Release Trains(ART), CI/CD Pipeline for continuous delivery of SaaS.

Leverage a strong engineering background to bring unique perspectives as the glue across multiple business units for platform delivery, business process analysis, customer on-boarding/enablement activity and strategic expansion efforts.

AREAS OF EXPERTISE

Chatbot

Generative AI

Live Chat

Machine Learning

ART

Azure, AWS, Google Cloud

Able to Articulate A Vision

Customer Obsession

Call Center Issues

Change Master

Problem Solver / Governance

Crowd Demonstrator

Dependency Across Organizations

Agile Team Creation

Developing / Mentoring / Coaching

Digital / Business Transformation

Roadmap Creator

EXPERIENCE

THERMO FISHER SCIENTIFIC 2021 - Present

Staff Program Manager

Managed the Chatbot, Live-Chat & Generative AI programs including: Search & Design for Bing GPT, Google Bard, NTT-Amelia & Google Dialog Flow. Implemented pre-programmed intents, large language models, virtual assistant 3rd co-pilots, scripted decision trees, end-to-end solutioning & conversational bots. Directed the continuous vendor selection, architecture & solutioning with Genesys, Zammo AI, NTT-Amelia, Miratech, Medallia & others. Managed cloud definition/environments for AWS, Azure, Google Cloud, Lucidworks platforms for APAC, NA & EMEA regions.

Responsible for the e-commerce implementation of: Transfer Cart, Check-Out, Account Management & Linkage, Identity, Search, Index, B2B/B2C, Clickable Prototypes, Rules Engine, Analytics, Gateways, Cookie Management, Dashboards.

Maturity driver of the Agile Release Train (ART), Solution Release Train (SRT) and Jira/Jira Align implementation

LPL FINANCIAL 2018 – 2021

Assistant Vice President

Responsible for providing tactical and strategic leadership across a complex project portfolio in the Compliance, Legal, Risk PMO. Managed a team of project managers and business analysts while serving as a leader in the CLR PMO. Accelerated the outcome and provided program governance for Agile development while achieving business process growth, substantial technology platform upgrades, adherence to regulatory laws and cost savings. This included SOX compliance, Consolidated Reporting, adherence to court ordered FINRA, Orphan account recovery, Books and Records (SEC Rule 17a-4), Advisor Credit Checks & implementing Branch Exams and OSMI-Credit Reviews.

HEWLETT PACKARD 2014 – 2018

Senior Program Manager, Core Team Leader

Oversaw the development of a broad-based agile strategy including, Jira/Kanban boards, story/epic development, KPI’s, resource allocation, budget, timelines, risk/change analysis, communications, stakeholder engagement, integration, regulatory, change management, quality / environmental testing, continuous delivery, end-user training and GTM success.

Developed and published 3 mobile apps for the Google Play Store as an Android Product Owner: HP Launcher, HP Dual Sim and HP DataPass

Scrum Master for development of innovative products: HP Facial Recognition S/W, HP 3D Mapping S/W for drone applications and HP Wireless Display (published in Google Playstore)

Managed off-shore vendors including: (Foxlink, USI, Askey, Wistron, Jabil, Semco, JDI, Samsung and others)

Steered the consumer driven smartphone team (HP Voice8), phablets (HP Voice Tab6) and tablets (HP Pro Tablet/HP Stream 7) using off-shore contract manufacturers from project initiation through ramp and technical readiness

MOTOROLA 2011 – 2014

Senior Program Manager

Accomplished Agile Scrum servant/mentor for s/w rollout and GTM for enterprise grade applications/upgrades for financial services, healthcare, logistics, warehousing, mobile payment, bar-code scanning/data capture and others.

Developed the ET1, an enterprise grade tablet using the QCT8916 chipset, the MC67 a commercial smartphone using the QCT8909 chipset and the ES400 a mobile payment/retail smartphone using the QCT 7X27 chipset.

Demonstrated practitioner of Six-Sigma including: DMAIC problem solving, using Correlation Analysis, Scatter Diagrams, Pareto, SPC, X/R-bar charts, FMEA, DFSS phase-gate methodology, Kaizen and CI.

QUALCOMM 1996 – 2011

Staff Program Manager

Directed 27 SOC complex development programs from definition to post silicon validation/hand-off including: IRF, RTR, PMIC, WTR, MDM, QSC, QSD, QSM series of chips/chipsets. These covered many different types of functionality such as: Rx, Tx, Power Management, Wireless Charging, BT, Broadcast, ET, CODEC, IFR, ADC, digital baseband, IoT and 4 and 5G modems. Recruited, managed, coached a team of direct reports (6 program managers, 3 program assistants).

Technical E2E interface to Nortel, HNS, Hitachi, Alcatel and supported the launch of USWest, ALLTEL, Bell Mobility and other CDE and F carriers for CDMA IS-95 start-ups in the US

Managed strategic alliance development, foundry bring-up and PDK prove-out with 3rd party suppliers: TSMC, IBM, Altis, UMC, Global Foundries, Jazz, Motorola, Freescale, Atmel and Texas Instruments

ACADEMIC EXPERIENCE

University of Phoenix, Faculty Member (Part-Time) 1999 – 2011

Faculty member in the School of Graduate Management/Business Administration. Certified to instruct: Program Management, Scrum/Agile/Lean Principles, Statistics, EVM, Operations Management and Elementary Calculus

PROFESSIONAL DEVELOPMENT AND CERTIFICATIONS

Certification Leading SAFe 6.0

Certified Project Management Professional (PMP), License # 2784028E, Program Management Institute

Certified Scrum Master (CSM), License # 000304358, Scrum Alliance Organization

Certified Scrum Product Owner (CSPO), License # 000304358, Scrum Alliance Organization

Certification Lean Six Sigma Green Belt (LSSGB)

UC-San Diego, Specialized Certificate, CDMA Engineering and RF Engineering

UC-Berkeley, Specialized Certificate, Management and Leadership

Stanford University, Specialized Certificate, Advanced Program Management

California State (UP) Teaching Credential, College Instructor

Lecturer and author on current Program Management topics

TECHNICAL

Jira, Jira Align, Confluence, Workforce, Planview, SAP-ERP, Salesforce, ServiceNow, M/S (PP, Project, Teams, Word)

EDUCATION

Master of Science, Manufacturing Engineering, Polytechnic Institute of New York University

Master of Business Administration(EPSE), UC-San Diego (Executive Program for Scientists and Engineers)

Bachelor of Science, Industrial Engineering, University of Bridgeport

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