Program Manager Technical

Melinda Ritchie

Technical Program Manager Profile

**********************@*****.*** • +1-206-***-****

www.linkedin.com/in/melindamichelleritchie/

Seattle, WA 98006

Results-driven and tech-savvy professional with extensive experience in leading complex, high-impact initiatives that drive innovation, efficiency, and business growth. Adept at managing large-scale programs, aligning technical solutions with strategic objectives, and delivering AI-driven insights to enhance decision-making and product performance. Well-versed in overseeing strategic initiatives, process automation, and defect management, ensuring scalable and impactful technology adoption. Strong background in cloud-based solutions, enterprise program management, and Agile/SAFe methodologies. Proven ability to bridge technical and business objectives as well as leading cross-functional teams to develop and deploy data-driven, AI-enhanced products and solutions. Known for innovative approach to problem-solving, shaped by unique career foundation in global operations and high-performance teamwork.

Areas of Expertise

Machine Learning & AI Implementation Technical Program Management Agile & Scrum Methodologies Predictive Analytics Business Intelligence Cloud & Enterprise Solutions Agile & SAFe Program Leadership Technical Product Management Cross-Functional & Global Collaboration Process Optimization Customer-Centric Solutions Stakeholder & Leadership Engagement Risk Mitigation & Issue Resolution Customer Experience & Supportability Marketing & Customer Insights

Technical Proficiencies

Data & Analytics:

SQL Power BI Azure (Azure DevOps) Python

Project & Product Management Tools:

JIRA Confluence

AI/ML & Automation Tools:

Power Virtual Assistant (AI Chatbot Development) Outlook In-App Bot

Career Highlights

Delivered AI/ML-driven business intelligence and predictive analytics solutions to improve decision-making and operational efficiency at Microsoft and Amazon.

Enhanced AI/ML tool performance and adoption by leading large-scale, cross-functional implementations at Microsoft and developing an internal marketing and finance platform at Amazon.

Earned industry recognition for excellence in AI-driven program execution, receiving multiple awards at Microsoft and presenting at leading AI/ML and enterprise program conferences.

Career Experience

Microsoft, Redmond, WA (Apex Systems) 2023 – Present

Data Science Program Manager alias: v-meritchie

Maximize operational efficiency and customer satisfaction by aligning 45+ high-impact data science projects with business goals. Streamline work processes by leading program-level execution for Microsoft advertising, support and tools. Influence key business decisions and improve customer retention by translating complex data insights into actionable strategies for senior leadership.

Delivered measurable business value through predictive analytics and machine learning by managing multi-million-dollar data programs across CMII and CE&S BI.

Amplified data accessibility and scalability by modernizing analytics infrastructure and streamlining data operations.

Future-proofed critical business analysis tools by designing next-generation roadmap and overseeing data science and development teams.

Amazon, Seattle, WA (Harvey Nash) 2023

Technical Program Product Manager

Improved implementation outcomes and stakeholder engagement by aligning business and technical teams throughout development process. Maintained project continuity by mitigating risks, preventing escalations, and implementing issue-prevention strategies. Accelerated user adoption and system proficiency by heading knowledge management initiatives and onboarding processes.

Processed over $2B in transactions by 2026 by directing development and deployment of an internal marketing and finance payment governance tool.

Enhanced operational efficiency and compliance by launching multi-billion-dollar billing and finance platform.

Managed globally distributed team of nine to oversee development and deployment of marketing and finance governance tool.

Optimized functionality/user experience by defining product requirements, directing UX strategy, and shaping design process.

Microsoft, Sammamish, WA 2019 – 2023

Business Program Manager/ Technical Program Lead (2022-2023) alias: meritchi

Improved AI-driven customer, market, and industry insights by developing multiple predictive and proactive ML/AI tools within the CMII organization. Advanced cross-SBU collaboration and aligned AI initiatives with Microsoft’s latest innovations by driving strategic technical planning. Strengthened vendor accountability and development efficiency by overseeing 16 vendors through Azure DevOps while maintaining strong stakeholder relationships.

Scaled enterprise-wide ML-powered client management tool to support over 10,000 users by transforming proof of concept into fully deployed business solution.

Secured multi-year AI innovation roadmap by managing strategic budgeting, planning initiatives, and overseeing end-to-end program execution.

Upgraded and re-evaluated CMII technical program for FY23 by leading CMII team within Microsoft's Business Strategy and Programs division.

Integrated advanced ML/AI algorithms into Microsoft’s internal tools by steering two technical teams; Affirma for daily operations and data engineering, and Infosys for data science.

Business Program Manager / Technical Product Owner (Solution Owner for Customer Experience & Global Escalations), 2019 – 2022

Delivered seven high-impact AI/ML projects in FY22, including Customer Health Index Migration, PCMS RSM merger, Propensity to Escalate, TMaaS, Project Skylight (chatbot), Outlook in-app Bot with Power Virtual Assistant, and Supportability by managing multiple concurrent ML initiatives. Elevated business intelligence processes and cross-functional AI/ML integration by leading four v-teams focused on strategic collaboration. Expanded knowledge-sharing and technical expertise across teams by founding a Microsoft-wide machine learning and data community, reaching over 90 members.

Increased global adoption of the award-winning ‘Cases at Risk’/PCMS RSM program to over 9,000 incident managers and critical situation advocates by leading machine learning innovation initiatives.

Propelled development efficiency and vendor accountability by overseeing machine learning projects through Azure DevOps and coordinating with leadership.

Enhanced strategic alignment and technical execution by facilitating cross-SBU collaboration and managing vendor teams.

Microsoft, Sammamish, WA (Apex Systems, Volt, TekSystems) 2012 – 2019

Business Program Manager - Critical Situation & Escalations Insights, 2017 – 2019 alias: v-merit

Provided over 300 actionable recommendations for Microsoft leadership by implementing insights engines to analyze customer pain points and emerging trends. Improved defect analysis, data trends, and operational reporting by overseeing four to nine vendors and creating custom tool solutions within ‘critical situation’ space.

Strengthened continuous improvement efforts by integrating feedback accountability mechanisms and post-mortem insights into operational workflows.

Launched large-scale initiatives, encompassing Escalation Prediction (ML-based), breakpoint scrub process, post-mortem investigation, and relaunch of CS&E feedback loop and customer experience quality framework by directing team of interdisciplinary SMEs.

Enabled data-driven decision-making for business stakeholders by managing statistical trend analysis and insights reporting through program-built engines and MBRs.

Consumer Escalations Quality Program Technical Product Owner and Breakpoint Business Program Manager, 2015 – 2017

Optimized service quality scores by 25 points and reduced average handle time by 48 minutes by developing and implementing tactical process efficiency framework in hardware support. Amplified strategic trend assessments and quality improvements by steering global analysis program, partnering with external delivery vendors and internal engineering teams, and representing escalations space in emerging issue remediation projects for consumer pillar.

Achieved cost savings equivalent to 12 full-time headcounts by transitioning advanced issue support to off-site, lower-cost teams while maintaining quality through the global development of the Post-Sales Support Advanced Capability Advocate team.

Optimized issue resolution, trend analysis, and quality reporting by managing 5–10 vendors across product, advocate, and business support units.

Promoted informed business decision-making and streamlined frontline operations by delivering real-time customer feedback through cross-cultural continuous improvement training materials.

Secured long-term contributions and career advancement by earning promotion to team manager within three months and obtaining exception to extend contract tenure for 14 years, expanding across multiple teams and skill scopes.

Education

Master of Business Administration, Michael G. Foster School of Business, University of Washington, Seattle, WA

Global Business Certificate; Marketing Analytics Specialization

Dean's List Winter 2018; 2017-18 Board Fellow

Bachelor of Arts: Dance; Minors: French/Francophone Studies & Asian & Pacific Studies, Loyola Marymount University, Los Angeles, CA

Cume Laude; French National Honor Society; Thesis: Modern Dance, Modern China

Certifications & Specializations

IBM: Databases and SQL for Data Science with Python – IBM/Coursera Certification (2024)

CSPO: Certified Scrum Product Owner® - Scrum Alliance (2020)

Kepner Tregoe (KT) Problem Analysis Certificate – Kepner-Tregoe (2020)

Agile Product Management Certificate - Seattle Central College (2020)

Global Business Certificate - Foster School of Business Global Business Center (2019)

Marketing Analytics Specialization - Foster School of Business (2019)

Awards & Accolades

In current role (Business Program Manager/Solution Owner):

Microsoft Champion Award - FY21 H2

Microsoft Shining Star - Q1 FY21

Microsoft Shining Star - Q2 FY21

WW Support and Customer Success Team Award for the launch and landing of Reactive Support Management (Cases at Risk), 2021

Noted speaker or panelist 2019 – 2022

Linked in Live Guest Speaker alongside Gabriele Masili; – Sept. 2021: “Prioritize Cases at Risk with Machine Learning”

TaskUs Digital CX Summit Guest Speaker – May 2020: “Harnessing the Power Of Predictive Analytics to Deliver Next Generation CX”

CX Network CX Feedback and Satisfaction Event – March 2020: “Microsoft Reduces Number of Customer Complaints Using Predictive Analytics”

Incite Group Annual Customer Service Summit Featured Panelist – Oct. 2019: “The AI Takeover”, and “Customer Support as a Differentiator”

Foster School of Business, Student of the Month, 2016

Student-body voted monthly honor recognizing outstanding peers within in the MBA program.

VMC Circle of Excellence 3rd Quarter FY16 Honoree, 2016

Nominated for a national award for outstanding performance presented by Microsoft Vendor Management

Contact this candidate