Program Management Project Manager

M A R L E N E H I N D O I A N

Las Vegas, NV 801-***-**** **********@*****.*** linkedin.com/in/marlenehindoianbrewster Product & Project Manager

Strategic product and delivery leader with 15+ years driving complex, large-scale technical projects across highly regulated industries. Known for building high-performing, globally distributed teams and empowering individuals to exceed expectations through mentorship, collaboration, and disciplined execution. Recognized for aligning business strategy with people-centered delivery to drive innovation in customer experience, operational efficiency, and scalable enterprise solutions. AREAS OF EXPERTISE

Product Delivery Lifecycle Project Portfolio Management Strategic Planning & Execution Program Management Team Building & Leadership Cross-Functional Collaboration Customer-Centric Solutions Agile & Waterfall Methodologies Vendor Management PMO Governance Regulatory Compliance Technical Risk Management Process Improvement PROFESSIONAL EXPERIENCE

Zendesk Remote May 2021 - Jun 2025

MANAGER, PROGRAM MANAGEMENT - IT (Mar 2023 - Jun 2025)

• Built Zendesk’s first dedicated Project Management function under the IT CIO, partnering with HR to define job architecture, draft job descriptions, and hire 3 project managers in CDMX aligned to program leaders on strategic technical initiatives.

• Accelerated speed to market by 60+ days within 6 months by launching scalable delivery capabilities to manage complex workstreams and deploy new customer-facing features.

• Established enterprise-wide project management standards and toolkits, including PMO checklists, project charters, RAID logs, BRDs, and testing and implementation plans; led onboarding sessions to drive adoption.

• Improved documentation quality by 50% and reduced post-production defects by centralizing templates and real-world examples in Confluence, enabling consistency and reuse across teams.

• Oversaw 15-20 concurrent cross-functional initiatives spanning M&A, enterprise platforms, and customer-impacting systems; ensured alignment with business priorities through structured risk, resource, and delivery oversight.

• Led and developed a team of 5 program/project managers, fostering accountability, execution discipline, and collaboration across globally distributed teams.

MANAGER, PROGRAM MANAGEMENT - G&A (Jun 2022 - Feb 2023)

• Directed critical G&A programs supporting Finance, Legal, and People Ops, aligning IT delivery with business transformation and enterprise enablement initiatives.

• Introduced portfolio governance frameworks and standardized reporting to improve transparency and executive engagement.

• Facilitated collaboration across global stakeholders to streamline initiative prioritization and execution. SENIOR PROGRAM MANAGER - IT (May 2021 - Jun 2022)

• Appointed SME for all Finance programs, delivering portfolio-level reporting to the CFO and influencing prioritization of strategic, high-ROI initiatives.

• Delivered a global Chart of Accounts transformation on time and within budget, leading a 70+ member cross-functional team across geographies.

• Conducted technical due diligence with 3rd-party vendors, ensuring compliance with security, privacy, and data integrity standards prior to contract execution.

Zions Bancorporation Remote Jul 2013 - May 2019

VICE PRESIDENT, TECHNOLOGY GOVERNANCE MANAGER - IT RISK MANAGEMENT (Oct 2017 - May 2019)

• Built and led a newly formed IT Risk Management team, developing an enterprise-level Technology Risk Framework supporting 2,000+ applications across Technology and Operations. MARLENE HINDOIAN Page 2-801-***-**** **********@*****.***

• Reduced audit cycles by 50% (8 to 4 weeks) by executing a proactive communication plan for 50+ control owners, aligning stakeholders and streamlining audit prep; team earned “Momentum Award” for continuous improvement.

• Coached team through creation of risk policies, KPIs, and dashboards; implemented reporting solutions to manage regulatory compliance across a 2,300-person organization.

• Launched monthly Executive Leadership Steering Meetings to monitor audit findings, remediation plans, and emerging risks, driving faster resolution of critical issues and strengthening alignment with OCC, EY, and internal audit stakeholders.

• Presented policy exceptions and risk mitigation plans for review and approval, improving executive visibility and governance maturity.

VICE PRESIDENT, PROGRAM MANAGER - DIGITAL BANKING, PLANNING, & DELIVERY DIVISION (Mar 2016 - Oct 2017)

• Directed a team of 12 geo-dispersed senior project managers and business analysts delivering large-scale digital solutions, including mobile apps, enterprise websites, product launches, and call center platforms.

• Led transition from Waterfall to Agile, securing executive funding, onboarding an external coach, and co-locating the team for immersive training; accelerated delivery timelines and boosted mobile capability deployment and customer NPS in 6 months.

• Managed an $80M portfolio with an 18-month rolling roadmap, overseeing in-flight and upcoming initiatives across Retail and Treasury Banking.

• Mentored team members and optimized cross-functional capacity planning to deliver consistently on time and within scope and budget.

• Positioned the Agile team as an internal center of excellence (COE); team members were sought after to mentor other divisions during enterprise Agile adoption.

VICE PRESIDENT, BUSINESS ANALYST MANAGER - DIGITAL BANKING (Oct 2014 - Mar 2016)

• Reimagined a fragmented Business Analyst division of 40 by launching a COE to drive collaboration, consistency, and long- term strategic alignment.

• Facilitated a 2-day offsite strategy session, formed cross-team focus groups, and created space for weekly innovation and collaboration; achieved higher employee engagement and improved stakeholder NPS within 6 months.

• Coached a team of 12 senior business analysts, delivering 16 large-scale projects in the first year, doubling output and earning the “Power Team Award” for 3 consecutive quarters.

• Oversaw full-cycle performance reviews, 360 feedback, and professional development; administered a $12M divisional operating budget.

SENIOR PROJECT MANAGER - DIGITAL BANKING (Jul 2013 - Oct 2014)

• Delivered the strategic deployment of Mobile Remote Deposit Capture across Zions Bancorp and 6 affiliate banks, reviving a stalled initiative previously assigned to 3 project managers.

• Established trust across 12 functional groups, 3 vendors, and 75+ contributors by initiating 1:1s, establishing RAID logs and risk registers, and escalating barriers to sponsors for resolution.

• Completed project within 12 months and launched with 0 post-production defects; generated $18B in deposit volume within the first 6 months.

• Led end-to-end software delivery using PMBOK principles, forecasting $3M+ budgets and aligning execution with enterprise digital banking goals.

Additional Professional Experience with American Express as Lead Project Manager - Compliance, Lead Business Analyst, and Acting Director - Technical Delivery

EDUCATION PROFESSIONAL DEVELOPMENT

Bachelor of Science in Business Management, e-Business University of Phoenix Executive Leadership Series University of Utah

Business of Banking Program American Bankers Association (ABA) Six Sigma Green Belt GE Money

PMI Bootcamp Project Management Institute (PMI)

Agile Scrum Methodology & SDKC 2.0 TexSystems

Project Management and Method 1 Certificate American Express

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