Scrum Master Program Manager

Michelle Sullivan

Fall City, Wa 206-***-**** ******@*******.*** Michelle Sullivan LinkedIn Summary

Agile Scrum Master and Project Manager specializing in digital transformation for e-commerce platforms and product marketing. SAFe Agile Scrum Master with proven success leading enterprise-scale initiatives across Master Data, BI Reporting & Analytics, APIs, and CRM systems. Expert in driving process efficiency, ensuring compliance, and aligning programs with strategic organizational goals. Skilled ScrumMaster in facilitating collaborative operational and development value streams with built-in quality, delivering measurable business growth and sustainable financial outcomes through partner- centric solutions.

Strengths

Results-driven Release PM eager to simplify, scale, and continuously improve with a strong track record in leading cross-functional initiatives across data platforms, CRM systems, and API integrations. Adept at driving digital transformation and operational compliance within SAFe Agile environments. Proven ability to align product strategy with business goals, optimize vendor relationships, and deliver high- impact marketing initiatives. Skilled in organizational management and stakeholder engagement, with a focus on scalable solutions and continuous improvement. Work Experience:

HCL America, General Manager Global Digital Transformation services 2018-2025 Program Manager Facilitated FisCal mobile device, domain migration, integration and testing

• Led cross-domain integration planning for mobile APIs, aligning development efforts across finance, credit, collections, and document management systems.

• Data Modeling Dev, and Test teams: Customer Billing and FisCal Network Migration.

• Coordinated Dev, Test and Operational readiness for production launch.

• Jira/Confluence best practices via Scrum Delivery methods.

• Establish overall communication plan with PMO, SteerCo and internal members.

• Managed program timeline updates and milestone tracking for SteerCo and leadership visibility.

• Communicate with team members and cross collaborate domain members and PMO counterparts to align dependencies and Risk/Issue Escalation solutions

• Track and communicate Daily, Weekly and Monthly reporting KPIs Accomplishment(s): Integrated domain-specific LOBs to strengthen retail program capabilities, streamlining testing, operations and enhancing financial enterprise application services (EAS) for improved scalability and performance. Achieved faster delivery and improved collaboration through Agile implementation.

Program Manager Pharmaceutical Data FTP, STP: VMS API Integration for HR, Finance, R&D

• Partnered with team leads to establish a structured roadmap and tracking process for API integration milestones.

• Updated and communicated project plan status, to Go Live readiness integration

• Fostered strategic communication with stakeholders and PMO partners to synchronize dependencies and mitigate delivery risks.

• Facilitate sessions for stakeholders to discuss mapping, integration build, testing and defect resolution.

• Coordinate collaboration between on/off shore partner teams for clarification, grouping and prioritization.

• Tracked and communicated daily project timeline status, ie: Smartsheet, excel, Jira

• Eliminated blockers and facilitated team progress to meet project milestones. Accomplishment(s): Unified payroll, HR, and location systems, resulting in a 28% boost in operational efficiency.

Program Manager Supply Chain and Retail - QA Testing team: Business Analysts, Quality Assurance Master Data interfaces

• Facilitate development teams for, build, mapping, defect and alignment management

• API and CRM system testing into Go Live readiness for brands such as Reebok, Aeropostale, Nautica, Eddie Bauer

• Facilitated sessions for stakeholders to discuss mapping, integration build, testing and defect resolution.

• Coordinated collaboration between business, partner teams for clarification, grouping and prioritization.

• Tracked and communicated Daily KPIs and statuses

• Guided and coached project members on Agile and JIRA tool usage best practices

• Resolved obstacles and supported team momentum toward successful deliverable completion.

Accomplishment(s): Enhanced brand onboarding and integration efficiency through validated testing protocols, accelerating deployment timelines and improving supply chain operational scalability by 42%.

Project Manager Scrum Master Scaled Agile SAFe teams: Data Modelers, EDP, EDS, MDM and BI Reporting & Analytics. Facilitated team ceremonies, ensured Agile Principles are applied:

• Facilitated backlog refinement sessions and upheld data integrity in Jira, Confluence tools to promote clarity, traceability, and team accountability.

• Facilitated Daily Stand-Ups and ad hoc follow-up meetings as needed; represented the team in Scrum of Scrums (SoS) and ART Syncs to ensure cross-team alignment.

• Led Iteration Planning to confirm story estimation, prioritize backlog items, and align on iteration goals.

• Facilitated Iteration Review (Demo) sessions to showcase completed work and gather stakeholder feedback.

• Conducted Iteration Retrospectives to evaluate team performance, identify improvement opportunities, and reinforce Agile best practices.

• Championed Agile maturity by coaching cross-functional teams and Product Owners, promoting transparency and surfacing key insights for program-level alignment.

• Enabled efficient iteration planning by refining backlog items and mapping dependencies with Product Owner(s). Facilitated closure of completed deliverables to maintain sprint integrity.

• Reinforced team focus on iteration deliverables through consistent application of Agile principles.

• Consolidate insights to share with STE, RTE, ART and leadership, to improve value flow and team alignment, per AGILE SAFe practices.

• Collection of agile metrics (CFD, Burndown, Burnup, Velocity as well as Iteration Goals and PI Objectives, etc.) .

• Monitored and maintained consistent documentation and communication of process tasks. Identify, manage and remove impediments, if required, escalate with RTE and leadership.

• Support team with tracking story blockers, dependencies (Predecessors/Successors), PI Objectives, Features in Jira Align.

• Start/Close iteration, document and communicate causes for incomplete story(s).

• Ensured the team consistently applies Definition of Ready (DoR) and Definition of Done

(DoD) in iteration stories.

• Facilitate active communication with stakeholders and schedule Meet After at all standups to ensure a daily place for consistent daily communication.

• Protect the team from the uncontrolled, unplanned and critical injection of work, fostering collaborative practices. Responsible for collating and preparing iteration metrics for leadership and stakeholders consistently using repeatable methods. [Dashboards]

• Day-to-day oversight of the Agile development process, improved performance flow with self-managing teams. Safeguarded team compliance within the Scaled Agile Framework practices.

Accomplishments: Applied Agile methodologies and built unified digital platform, e-commerce strategy and led high-performing teams across Data Modeling, Enterprise Data Platform (EDP), Enterprise Data Services (EDS), Master Data Management (MDM), and BI Reporting & Analytics; successfully integrated a custom retail enterprise platform using Agile methodologies to drive scalability and operational efficiency. YoY ROI 20% Program Manager, Bing Online Advertising - Technical and Sales Support

• Managed and coached high performing regional teams and business for West/Central, East/Canada LOBs with 4 direct PM Managers

• North America and Canada region, 105+ members: Focus on KPI and strategy alignment, in support of daily operational effectiveness. Operational planning, staffing, process improvements, quality performance audit and service delivery, to support client satisfaction and business growth.

• Oversaw key hiring and training development program criteria in alignment to business objectives.

• Strengthened program execution by reviewing strategic initiatives, allocating resources effectively, and structuring regional support.

• Evaluated process change feasibility and collaborate closely with regional directs and execute changes

• Delivered measurable improvements in service delivery and customer satisfaction through structured implementation of quality, staffing, and performance initiatives tied to SLA and SOW benchmarks.

• Facilitated the creation and achievement of key performance indicators and scorecard metrics to measure quality and capacity across operational functions.

• Led scorecard initiatives focused on quality and capacity, including audit protocols, continuous improvement guidance, and workflow feature enhancements and system configuration.

• Coordinated the development and alignment of performance goals and strategic guidance for direct reports, project managers, and cross-functional teams across all lines of business.

• Communicated actionable next steps, planning timelines, and status updates to secure executive approvals and advance strategic business objectives.

• Ensured tactical programs were designed and executed to meet targeted KPI goals, collaborating with PMs and stakeholders to enhance regional support, process efficiency, and team performance.

• Managed delivery quality and provided clear communication of business performance, project outcomes, and actionable insights to stakeholders.

• Participated in key client engagements to foster collaboration and operational efficiency; reviewed MBR, QBR, and ROB presentations to support stakeholder evaluation and execution.

• Maintained strategic client relationships through consistent weekly and monthly communications with key decision-makers.

• Communicated program strategy, activities, and key results to direct reports and corporate officers to ensure alignment and transparency.

• Collaborated with corporate officers and stakeholders in enterprise-level strategic planning to support long-term organizational goals.

Accomplishments: Elevated organizational ROI by 32% by leadership in team development and process alignment.

The Finest Accessories, Inc. North Bend, Wa 2018- 2018 Website & E-Commerce: Beauty Categories: candles, fragrances, soap, hair and body accessories E-Commerce Manager

• Lead Team of 6: graphic designers, illustrator, syndication publishers and reliability engineer. Advance commerce platforms, website, product, and channel development status to CEO.

• Assess and distribute KPI findings into insights and actionable growth strategies. Influence, guide stakeholders and remove obstacles for continual progress to project completion.

• Establish and communicate Go To Market standards and schedule, continual improvements of product content in support of optimal commerce growth.

• Develop commerce initiatives, ensure optimization for advertising success:

• Direct execution of marketing campaigns and commerce promotions, with 15% ROI YOY via online promotions.

• Drive and optimize commerce business and establish timely and effective approaches with third party and partner agencies, field sales events and online opportunities.

• Facilitate website promotions, product display, blasts, and social media advertising branding and messaging.

• Identify trends and new programs to lift brand awareness, revenue objectives and site optimization, position and share of voice per 3rd Party agencies.

• Product planning: assess past and current product trends to determine forecast demand.

• Monitor product cycles and inventory, share details for demand with solutions for product life cycles.

Accomplishments: 20% revenue lift: Launched 3 new business channels. Developed and Released PMI system in phases, onboarding, E-Commerce, Buy/Product, Sales, Finance and Supply Chain teams. Established Go To Market workflow with measurable efficiency measures and 15% YOY ROI.

Expedia, Bellevue, Wa 2017-2017

Business Analyst -Search & Compare Channel Partner (consultant)

• Managed and executed partner IO process for the PHG system

• Onboard new and existing global partners T&L, requirements into the PHG system

• Managed monthly end-to-end accrual and invoicing both internal and external systems

• Created, updated and maintained tracking links, new and existing codes in multiple systems

• Created onboarding and process implementation documentation for PHG and partner guidance

• Retrieved and consolidated weekly and monthly KPI performance data, from multiple systems, ie: SAP,QlikView,PHG, 3rd party platforms

Microsoft, Redmond, Wa 2016 - 2016

WW SBO Bus Sol PSA SDT - MSIT, (70% business / 30% technology) Release Program Manager [SM] (consultant)

• Safeguard resolution and status within time lines, risk, and quality constraints, by influencing participants in the release process.

• Project scheduler, SDLCs [Agile] methods in support of Microsoft Dynamics [CRM] deployments, inclusive of feature, configuration, and patch point releases.

• Ensure global deployment activities, items and stakeholder concerns are verified and resolved

• Partner with engineering, initiate and apply release note communication and TFS items per sprint.

• Facilitate member collaboration, communication, guidance and launch efficiency improvements.

• Translate client business work flows in alignment with CRM interface for product development

• Drive GNG Sign Off approval requirements and execution with decision members

• Identify key elements within scope of project deliverables for global stakeholder business.

• Advocate and drive user stories to successful deployment and maintenance.

• Manage status and activities for UAT script scrubs, feature/bug resolutions, regression testing overall tracking TFS & SP sites, Sandbox Int/Production environments and launch readiness Experis, Bellevue, Wa 2014 –2016

Software consultant services, through staff augmentation and managed projects Microsoft Account Director

• Connected Microsoft preferred partner vendor standard policies, SLAs, in conjunction with Experis ROI, organizational objectives, drive productivity and opportunity for revenue growth with new and existing clients.

• Account Management responsibilities ranged from securing a network of skilled individuals to support new and existing manage service projects, augmented requirements to support ongoing and new business deliverables. Inclusive of an active pipeline of potential candidates, vetting req characteristics, pre technical screening prior to submitting to client.

• Procured Microsoft staff augmentation and managed services deliverables of $11 million+

• Negotiated and presented MSA/SOW agreements and preparation of service proposal content and rates in association with managed services solutions.

• Facilitated client and stakeholder project resources, functional requirements, within budget constraints. Ensured project and customer satisfaction requirements to closure.

• Defined Business Requirements Document (BRD) relevant to system limitations to provide clear functions for recruiter sourcing and ideal candidate qualifications.

• Forecasted quarterly development status, client issues, revenue potential, project scope and cost estimations.

• Executed Ariba RFI/RFQ/RFP and DocuSign event responses with 100% accuracy. A Plus Housing, Kirkland Wa 2012 – 2014

National corporate housing organization provides long and short-term accommodation services. Program Operations Manager

• Positioned service solutions and increased margins to 42% MOM average

• Sustained unit availability, vacancies, renewal rates, status and vendor performance

• Communicated project status and business requirements to internal / external entities

• Managed system automation process improvements and feature execution and releases

• Streamlined operational system standards to support vendor and internal replication procedures. Identified, resolved escalation issues and reduced process gaps to standardize operational flow Negotiated and secured property lease terms, market agreement rates and vendor product services.

SolutionsIQ, Redmond, Wa 2011 –2012

High tech consultant’ services through talent acquisition and software delivery teams, Agile methodology services, training and certifications

Senior Account Executive [Scrum Master Certified]

• Applied and prescribed measures to support monthly invoicing with 100% accuracy

• Executed Ariba RFI/RFQ/RFP and DocuSign event responses with 100% accuracy.

• Procured Microsoft consultations, talent acquisition placements of $5million+ revenue

• Account Management responsibilities ranged from securing a network of skilled individuals to support existing manage service projects, individual hiring manager requirements to support ongoing and new business deliverables. Inclusive of an active pipeline of potential candidates, vetting req characteristics, pre technical screening prior to submitting to client.

• Managed Microsoft Procurement partner relationships in changing and implementing policy and processes

• Developed staffing and Agile services for contract, direct hire and software team engagements

• Connected Microsoft preferred partner vendor standard policy in conjunction with organizational objectives and revenue growth.

• Negotiated and presented MSA/SOW agreements and preparation of service proposal content and rates in association with Agile services solutions.

• Facilitated client and stakeholder project resources, functional requirements, within budget constraints. Safeguarded project and customer satisfaction requirements to closure.

• Defined and established Business Requirements Document (BRD) pertinent to system limitations and for recruiter sourcing ideal candidate qualifications.

• Forecasted development status, client issues in association with revenue potential, project scope and cost estimations.

Microsoft, Redmond, Wa 2000-2011

Publisher Operations Manager & Technical Account Manager

• Performed roles of increasing complexity and responsibility related to product and service management, online advertising and site development, operational process improvements and platform tools and systems software solutions.

• Managed 6 - 8 campaign managers and global product, services and web business strategy. Established vendor resource teams to obtain 100% efficiency release into production within planned timelines and budget.

• Managed effective global team collaboration to drive key issue solutions for optimal platform, product, services and web performance.

• Established global KPI scorecard for MSN brand images, per data extraction and analysis.

• Collaborated with agencies, vendors and internal teams to deploy and standardize product and service requirements.

• Restructured partnerships among internal product, platform, legal, finance, licensing teams and external partner agencies resulting in workflows that are more efficient.

• Strengthened Product Planning, Platform Development relationships and cross collaboration communication. Reduced launch introduction to production sites by 60% and efficiency by 96%

• Executed global ad system account management, support process and policy adherence with internal teams, partners and vendors to eliminate process gaps, reduced escalation and troubleshooting resolution time by 50%. Established same day response.

• Streamlined UAT participant feature testing process for relevancy and user ability to meet SOX compliance and ad execution efficiency improved advertising audit results by 100%.

• Determined and applied lessons-learned, best practices to ensure continuous improvement to support future production releases and tool feature enhancements. Inclusive of uploading and refining Learning, Training, and Development systems content.

• Increased marketing initiatives for new site introduction through programmatic, retargeting and user experience analysis, UAT and A/B testing.

• Proactively lead change control measures, risks and issues, with strong focus on escalation management triage, cross group collaboration, training and communications to stakeholders.

• Decentralized and trained worldwide account and program managers of global online ad implementation functions, tool systems compliance and policies. Inclusive of learning strategies, for core role functions. IE: AdExpert, Creative Ads Management, Atlas, Email Marketing

[Webcourier Newsletter], SEO (Keywords), DoubleClick[DART], YAP, SQL reporting data, Ads Help Support, and DealPoint systems and tools. Resulted in same day turnaround response and 99% decrease in ad escalations.

• Identified, analyzed, and tracked release risk issues and indoctrinated global network product and service standards into production sites. Inclusive of ad spec requirements affecting user satisfaction and inventory relevance by 90%.

• Standardized and centralized global branding requirements and process specifications for global network optimization, lifted brand effectiveness by 100%. Established and implemented global operational campaign standardization for E2E Account Management.

• Partnered internationally to ensure marketing programs are aligned and integrated with the seasonal campaigns and annual marketing plan.

• Identified requirements for process change from policy stakeholders, feasibility assessment to deliver, and advocate to leadership for approval.

Target Logistic Services, Seattle, Wa 1999-2000

Freight Forwarder: Full service international logistics and transportation services organization. Regional Manager

West Coast (CA, OR & WA) Head Count: 12 Account Executives, 80 operational agents

• Created west coast procurement gateway distribution segments, Taiwan, Singapore, China, and South America. Business expansion 30%

• Increased profit margins generated through sales and marketing strategies and vendor relationships. 3% to 98% margin increase

• FAA (DGI) Dangerous Goods Certified; established documentation and procedure regulations for the distribution of hazardous commodities Air FCL& LCL /LTL & FTL/Sea FCL& LCL/Pick & Pack/Cross Dock Operations/Warehousing/Door-to-Door/

• High ability to retrieve accurate information to classify Custom brokerage codes and policies

• Applied knowledge Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA and NLRA

• Negotiated global logistics pricing matrix to develop and retain vendor and client segments

• Established and strengthened global relations with stakeholders and third party in efforts to maximize distribution segments with 100% efficiency

• Created custom sales presentations proposals RFP agreements, 98% close success. OIA Global Logistics, Seattle, Wa 1997-1999

Freight Forwarder, full service international logistics and transportation services organization Regional Sales Manager

• NW region (WA, OR, ID, MT) Head Count: 5 Account Executive, 5 operations agents

• Created custom sales presentations proposals RFP agreements, 98% close success.

• Strengthened customer relations, researched and captured target industries to obtain annual and quarterly revenue margins from 2% to 37%

• Negotiated long term vendor pricing, Air, LTL/FTL, Rail, Ocean agencies 27% margins

• Developed Account Executive sales performance through 1;1 coaching and sales training.

• Actively mentor and close proposal to agreements and managing internal costs.

• Developed research strategies and engaged business leaders to evaluate insights that help drive critical logistical business decisions to increase profit margins, international trade environment, trends, and new distribution channels.

• Established software/hardware commodities to offset perishable and apparel segments Education:

University of Phoenix, Masters of Arts, Organizational Management University of Washington, Bachelors of Arts, Sociology/Communications Scrum Master Certified

Project Management Professional (PMP) in PMI Certified

Contact this candidate