Program Manager Customer Experience
Resume:
Ashlei M. McMahill
**************@*******.***
www.linkedin.com/in/ashlei-mcmahill
405-***-**** • Edmond, OK 73012
Senior Program Manager
Accomplished and strategy-driven professional with over a decade of experience in leading high-impact programs, cross-functional teams, and enterprise-level initiatives across technology, SaaS, and operations. Adept at driving strategic project delivery, improving customer experience, and aligning program execution with business goals. Proven ability to lead agile transformations, optimize performance metrics, and manage complex stakeholder relationships. Experienced in developing and executing scalable release and support processes to refine on-time delivery rates, operational efficiency, and release stability. Skilled in mentoring program and project managers, implementing OKRs, and fostering collaboration across product, development, and client-facing teams.
Strategic Planning & Analysis
Product Lifecycle Management
Customer Experience Optimization
Release & Deployment Management
Operational Excellence
Process Improvement
Agile Transformation
Project Risk Mitigation
Change Management
Stakeholder Engagement
Performance Measurement
User Acceptance Testing
Career Experience
Paycom, Oklahoma City, OK 2020 — 2025
Supervisor of Client Experience 2023 - 2025
Delivered leadership and direction to improve customer experience and satisfaction. Elevated stakeholder trust and satisfaction by launching robust post-launch support processes that ensured consistent client engagement.
Drove an 80% on-time project delivery rate by leading a high-performing team of 6 Program Managers and executing a comprehensive pilot and release plan.
Boosted business efficiency by 20% through the development and rollout of performance metrics that improved Program Manager accountability and alignment.
Reduced unplanned feature change requests by 38% through proactive trend analysis and reporting, enhancing release stability.
Spearheaded Paycom’s first UAT process during rapid rollout of American Rescue Act changes. Identified 100+ critical issues pre-launch, preventing client-impacting errors and establishing UAT as a standard for major releases.
Rescued a stalled, over-budget project—delivered full scope on time and under budget. Rebuilt the plan, enforced execution discipline, and aligned remote teams through streamlined reporting and communication.
Supervisor of Release Project Management, 2022 - 2023
Strengthened cross-functional collaboration by implementing User Acceptance Testing protocols, resulting in faster issue identification and improved user confidence in product readiness. Defined success measures and improved team performance by introducing OKRs, aligning the Release Management group with broader business goals.
Accelerated project delivery timelines up to 15% by optimizing release workflows and removing process inefficiencies.
Enhanced client satisfaction and ensuring seamless delivery by mentoring project managers through complex system transitions.
Utilized Atlassian tools such as Confluence, Jira, and Xray to refine processes and testing methods
Release Project Manager Team Lead, 2020 - 2022
Improved cross-departmental coordination and clarity by leading strategic deployment meetings for key stakeholders, directly supporting successful feature rollouts.
Drove adoption of new software features by establishing and executing end-to-end project management protocols.
Spearheaded the agile transformation of the Product Management organization, embedding iterative practices that accelerated delivery and innovation.
Release Project Manager, 2020
Achieved stronger schedule compliance through strategic coordination of complex release deployments.
Minimized project risks and delays by implementing forward-looking risk management strategies on high-impact initiatives.
Loves Travel Stops & Country Stores, Oklahoma City, OK 2015 — 2020
Senior Project Manager, Scrum Master/Application Development & Integration
Delivered high-impact implementation projects across a global scrum team, improving merchandise systems and driving measurable gains in promotion accuracy and inventory control.
Increased team productivity by 30% by successfully transitioning two support teams to agile methodology, fostering a culture of iterative improvement and ownership.
AT&T, Oklahoma City, OK 2012 — 2015
Senior Business Project Manager/Marketing Operations
Directed cross-channel device and promotional offer launches, ensuring positive customer experiences across digital and retail environments. Improved operational accuracy and customer lifecycle tracking by overseeing the successful launch of the Shared Upgrade Automation initiative.
Boosted team productivity and enhanced leadership oversight by 25% through the development and implementation of standardized documentation and milestone tracking protocols.
Elevated project accuracy by 15% by initiating and integrating a peer risk review framework, enabling early risk identification and proactive mitigation planning across all team initiatives.
Education
PMP Certification, Present
Certified Scrum Product Owner (CSPO), 2022
Change Management Practitioner Training, 2022
Certified Scrum Master (CSM), 2017
AT&T Virtual Leadership Summit, 2011, 2012, 2013, 2014
AT&T Six Sigma Program
ONE AT&T Approach for Program and Projects
Awards & Recognitions
Paycom Project Innovation Award, 2021, 2022
AT&T Six Sigma Green Belt
Key Contributor Award, 2008, 2009, 2010, 2011, 2012
Spirit of Excellence Nominee, 2005
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