Program Manager It Operations

Zohreh Malek www.linkedin.com/in/zohrehmalek/

310-***-**** • *********@*****.*** • Los Angeles, CA. Summary:

Results-driven Senior Technical Program Manager with 20+ years of experience leading cross-functional teams to scale complex SaaS, cloud-native, and data-driven platforms. Proven success in driving Agile delivery, reducing risks, and enabling operational excellence across software development, IT operations, infrastructure, and compliance. A trusted partner to engineering and product leaders, with a strong record of aligning technical execution to business goals while improving performance, security, and efficiency. Skills:

• Leadership & Program Management: Agile (Scrum, SAFe), Waterfall, risk mgmt., KPI tracking, stakeholder communication

• IT Operations & Compliance: Incident management, workflow automation, GDPR, HIPAA, CCPA, TCPA

• Security & Identity Management: IAM, Keycloak, SSO, MFA, OpenID Connect (OIDC)

• Cloud Infrastructure & DevOps: AWS, CI/CD, Kubernetes (K8s), Docker, Jenkins

• Collaboration & Tools: Jira, Confluence, MS Project/Planner, SharePoint, Visio, Google Workspace (Docs, Chat, Meet) EXPERIENCE

Internet Brands, Inc. (Demandforce) El Segundo, CA Sr. Project Manager/ Program Manager Jul ‘17 – Present

• Delivered end-to-end product and platform solutions from user requirements through deployment across global cross- functional teams in Agile and hybrid SDLC environments (AWS, Kubernetes, CI/CD).

• Translated business goals into actionable execution plans, partnering with engineering and product to align priorities, communicate tradeoffs, and lead full lifecycle delivery across SaaS, mobile, and web platforms.

• Defined multi-phase delivery plans and managed cross-team dependencies, reducing ambiguity and increasing velocity across engineering, product, and data teams.

• Led cross-organizational technical initiatives spanning security, product, and infrastructure by aligning long-term goals, resolving architecture dependencies, and delivering reliable backend platforms.

• Developed scalable authentication and identity platforms (SSO, MFA, OIDC), delivering Meta-scale performance (99%+ uptime across 1M+ users) and regulatory compliance.

• Integrated ML-based chat services to automate workflows and improve customer satisfaction by 8%, supporting global product consistency across multiple brands.

• Drove delivery of consumer-facing features across 47 brands — including portals, SMS communication, financial reminders

—ensuring accessibility, uptime, and seamless UX.

• Directed CI/CD infrastructure and cloud operations (AWS, Kubernetes, Jenkins, Docker), accelerating deployment speed and reliability across environments.

• Improved performance by 70%, reduced login latency from 550ms to 180ms, and cut memory usage by 18% by optimizing CockroachDB allocation, standardizing OpenID Connect, and scaling compute for peak traffic.

• Drove platform compliance and security readiness (TCPA, GDPR, HIPAA, CCPA), partnering with legal, security, and product teams to deliver aligned solutions with regulatory transparency.

• Maintained executive visibility through structured KPI reporting, risk dashboards, and communication tools (Jira, Confluence, Tableau), supporting proactive decision-making and roadmap alignment.

• Led incident response, recovery planning, and reliability improvements for distributed systems, reducing downtime by 30% and helping the platform consistently meet 99.9% uptime and availability goals.

• Managed marketing technology capabilities, optimizing web tracking, digital analytics (Google Analytics, A/B testing), and SEO-driven engagement strategies to enhance customer experience and project outcomes.

• Mentored project teams on Agile execution and stakeholder communication, improving collaboration, delivery consistency, and team autonomy across global teams.

1-800 Dentist, Inc. El Segundo, CA

Sr. Software Engineer Manager Jan ‘05 – Jan ‘17

• Delivered over 30 projects annually, using Agile and Waterfall methodologies, managing cross-functional teams of engineers, database developers, and testers, resulting in a 20% cost reduction through cloud-hybrid projects on Azure.

• Led U.S. and offshore teams in implementing new systems like SMS cloud APIs and in-house CTI, increasing lead generation by 55% and scaling business capabilities.

• Managed and renovated multiple e-commerce, B2B, and B2C websites, improving SEO, conversion rates, and lead generation by 28%.

• Spearheaded initiatives such as SQL Server upgrades, internal business applications for call centers and asset tracking, leading to a 22% increase in revenue and customer satisfaction.

• Oversaw email drip marketing and product launches (online reputation, social media integration, client communications), boosting sales by 24% and reducing churn rates.

• Transformed the Engineering and IT department from Waterfall to Agile/Scrum methodologies as a Scrum Master, streamlining project life cycles and business feature deployments.

• Mentored and grew the engineering team from 5 to 16 members, increasing staff productivity and promoting team members, improving overall team performance.

• Launched and scaled patient communication products across 28 Practice Management Software platforms, driving a 25% increase in memberships.

• Developed and maintained quarterly and annual budgets for the Engineer Department. EDUCATION

University of Meli Los Angeles, CA

Bachelor of Science Degree, Computer Science

CERTIFICATIONS

SCRUM Alliance (Certified SCRUM Master, CSM) 2013

Microsoft Certification – MCSD (C#, Visual C++, and SQL Server)

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