Program Manager
Convoy Inc
Dec 2021 - Jun 2022 (7 months)
• Established Project Management practice for 200+ cross-functional team members by creating programs and OKRs, defining 41 KPIs, and designing workflows using Asana, JIRA, Snowflake
• Led vendor selection process for Qualtrics SaaS platform, defining product requirements, negotiating SOW, and boosting customer retention from 67% to 89%
• Created KPI-driven scoring metrics and vendor selection dashboards, leveraging data analytics to optimize SaaS procurement, saving $34K in contracts
• Automated CRM workflows for customer ticketing, reducing resolution time by 50%, improving customer experience (CX) metrics, and raising satisfaction ratings from 3.4 to 4.2 stars
• Oversaw requirement gathering, scope negotiation, project planning, resource