Program Manager Development

D A N I E L C R A I G

770-***-**** *******@*****.***

PROJECT/PROGRAM/OPERATIONS/IMPLEMENTATION MANAGER

TRAINING/LEARNING & DEVELOPMENT MANAGER

Effective Multilevel Collaboration Constant Process / Program Optimization KPI Performance Management

Technology Integration Expertise Analytical / Proactive Problem Solving End-User / Employee Training

Product Lifecycle Management Talent Recruitment / Development System Design / Installation

ADDIE Mode Learning Theory Clear Ongoing Communication Global Service / Support Highly organized, strategic CAPM-Certified Project & Program Manager with comprehensive proven experience in driving operational excellence in learning content, customer experience, and process optimization. Quickly responsive, results- driven leadership providing inspired guidance to teams ensuring work is in alignment with organizational goals. CAREER ACHIEVEMENTS & ENDORSEMENTS

• Excels at advanced data analytics, product management and development of scalable training programs to improve processes, enhance performance, and increase customer satisfaction/retention.

• Builds and leads teams from internal and external organizations across various international sites on multiple ongoing projects.

• Manages relationships and keeps stakeholders accurately and regularly informed of the status throughout the project life cycle.

• Provided instructional design expertise for 33 user enablement videos which reduced support tickets by 25%.

• Led development/execution of 63 interactive certification course lessons for 250K+ accountants and bookkeepers across 7 international regions, ensuring consistency and effectiveness. Having worked alongside Daniel I've seen his drive, passion and problem-solving abilities first hand. His skills range from video production, stakeholder management and project planning. His product knowledge skills have been essential when creating informative and compelling content. Any team would benefit having his skills and experience delivering rich product content.

– Sandeep Garcha, Head of Digital Design, Xero

As a home-based remote team member for over 10 years, Daniel has proven time and again his ability to work efficiently and communicate effectively across multiple time zones. Daniel has been a champion for customer education and across most of our customer-facing education content in some capacity. Though he works on a variety of learning formats, his greatest impact has been on short-from education videos as well as its support and learning hub. Not only does he build and maintain a significant portion of these education videos himself, he has also developed the internal training documentation and tools needed to up- skilled team members to ensure consistent, on-brand content across a globally dispersed team.

– Daniel Schwartzbaum, Production Director, Xero

Daniel has a special expertise in using various media to show a user how to do something, taking particular care in making sure everything looks and is correct. The calm approach he takes to creating consistently great content makes him extremely easy to work with. I've never worked with anyone as talented at creating product videos as Daniel.

– Mathew Sletten, Director of Education – Americas, Xero Daniel Craig and I have worked together on several projects. He is an insightful, technically excellent, and creative instructional designer. I am always impressed with his outcome focused problem solving, and his "nothing is too difficult or unsolvable" attitude. From a team/culture perspective, he’s always an active participant in making teams and projects a place people want to be, always seen as a senior member of the team, always ready to mentor and support new crew too.

– Joel Hanna, Senior Customer Success Director, Workiva PROFESSIONAL EXPERIENCE

06/2024 – Present Training Manager, YELLOW LABS SOFTWARE

Transformed the training program from live instructor-led sessions to scalable, self-paced learning experiences using the Litmos LMS authoring tool, enhancing accessibility and learner engagement.

Administers managing platform configuration, user access, and content optimization to streamline training delivery.

Developed/facilitated interactive training sessions, workshops, webinars, and seminars, ensuring effective onboarding and skill development for new and existing CustomBooks software users.

Designs and implements comprehensive training materials, tailored for diverse user skill levels, including guides, knowledge base articles, video tutorials, and FAQs.

Foresightedly partnered with Product Development staying ahead of feature updates/software enhancements to ensure all training materials were current/aligned with evolving functionalities.

Analyzes participant feedback and performance metrics to continuously refine content and deliver strategies to maximize impact of training effectiveness.

Collaborates with Sales and Customer Support teams identifying training gaps, developing targeted learning solutions, and improving customer satisfaction/retention

Integrated WalkMe AI-driven solutions directly within the CustomBooks application, providing real-time contextual user assistance to answer questions and create walk-throughs to demonstrate how to complete tasks. D A N I E L C R A I G

770-***-**** *******@*****.***

07/2023 – Present Marketing Operations Specialist, IMS LEGAL STRATEGIES

Led end-to-end project management for four website development initiatives: global integration of the IMS UK website, company rebranding, an acquisition and a new company launch.

Managed cross-functional teams of designers, developers, and content strategists to deliver high-impact IMS education content for the 2024 website launch and meet stakeholder requirements.

Collaborated with external agencies and internal stakeholders to streamline project workflows, enhance website functionality, and drive continuous improvements across four digital platforms.

Proactively identified opportunities to improve user experience, optimize content, and align digital strategies with evolving organizational goals.

11/2012 – 06/2023 XERO

12/2021-06/2023 Lead Content Producer

Coordinated cross-functional teams across Australia, Canada, New Zealand, Singapore, South Africa, the UK, and US, ensuring seamless global communication and project execution.

Led creative 4-member instructional designer team and C-level sponsored project of cross-functional team members from Product Development, Marketing, Support, and Education.

Established, fostered, and strengthened stakeholder relationships collaborating to streamline workflows, align project goals, and drive successful content initiatives.

Optimized project asset management file organization securing intellectual property and improving accessibility through the Brandfolder digital asset management system.

Developed/implemented efficient content storage/maintenance strategies for the Digital Education team.

Created, customized, and maintained digital high-quality educational content to meet the needs of target audiences while maintaining consistency with brand identity and messaging.

Defined and standardized documentation best practices, elevating training material quality, fostering knowledge sharing, and increasing customer satisfaction.

11/2012-12/2021 Content Producer

Led development/execution of 63 interactive certification course lessons for 250K+ accountants and bookkeepers across 7 international regions, ensuring consistency and effectiveness.

Optimized production workflows by integrating motion graphics and implementing rigorous quality control measures for branding and style guideline compliance.

Developed, tested, and maintained client-focused digital educational content in multiple formats, including video, animation, eLearning, and presentation materials, to enhance learner engagement.

Conducted quality assessments then coordinated with regional/international Education, Media, and Motion Graphics teams to align training initiatives with global objectives, uphold standards and deliver high-impact experiences.

Designed tailored Australian, New Zealand, US, and UK relevant payroll certification courses. 11/2012-11/2013 Customer Success Manager

Managed US-led customer support team to deliver superior service including prioritizing support requests for timely resolution based on SLAs, consistently exceeding performance goals, ensuring a seamless customer experience and alignment with US customer expectations.

Implementing targeted, gap-focused training programs which directly improved team efficiency, service quality, and customer satisfaction.

Partnered with global leadership teams to identify and meet US-specific HR needs, ensuring the right talent and resources were in place to support customer experience initiatives. 12/1999 – 11/2012 Customer Support Manager, SAGE SOFTWARE

Coordinated/mentored 35 support agents of US and Canada offices, reduced call times, and accelerated Sage 50 and Peachtree Accounting programs’ project completions.

Liaised between Sales and Service teams to swiftly resolve escalated customer issues, evaluated analyst- customer engagements to enhance technical precision across touchpoints, and content updates for end-user impact before service release.

Tailored hiring strategies to recruit and train high-potential Electronic Support Analysts. Installed chat support metrics and associate reports, influencing SVP decision-making.

Improved the overall customer experience by representing Customer Support in product testing and quality assurance procedures.

EDUCATION B.S. – Psychology & Business Administration, Troy University, Troy AL CERTIFICATIONS Certified Associate in Project Management (CAPM) – Project Management Institute - 4055776 Google Project Management Certification - DG4CHE45XCSR, WalkMe Builder I - 230a414e-c416-4922-92ba- 959e516890c8, WalkMe Builder II - 8ddce27c-2e97-4e98-a8c9-f26f45bf8919, WalkMe Project Lead I - 57659b88- 3438-496d-8e04-828c2f0ef9ba, Camtasia Explorer – 97eaigm3gm4w, Camtasia Voyager - 97eaigm3gm4w TECHNICAL Digital Adoption tool: WalkMe; Learning Management System platforms: Litmos, Cornerstone, and Intellum; Education Authoring tools: Litmos, Evolve, Adobe Captivate, Articulate Rise; Digital Asset Management tool: Brandfolder; Project Management tools: Smartsheet, Asana, Jira, Confluence,Trello; Video Production tools: Camtasia, Final Cut Pro, Adobe Premier, Adobe Audition; Graphic tools: SnagIt, Canva, Adobe Photoshop; GSuite and Microsoft Office; Communication / Collaboration tools: Slack, Zoom, Teams and Google Meet

Contact this candidate