Program Manager

I lead program delivery for Payroll Account Services supporting US PEO and ASO customers. I manage a 12-workstream portfolio for a 100-person Operations organization, publish weekly portfolio reporting for executive stakeholders, lead quarterly Engineering intake planning, and brief the SVP of Operations monthly. I was promoted through Operations Analyst, Operations Specialist, Systems Lead, and Program Manager roles.

I led the Operations side of a third-party AI classifier replacement covering approximately 50,000 cases per month across 10 workstreams. I coordinated 18 contributors through taxonomy, cutover, and rollout, achieving higher launch accuracy than the incumbent vendor. I also served as DRI for production AI automation, agentic workflow governance, AI metrics, and a self-service workflow platform.

I built the headcount and AI-spend plan supporting the 2027 operating plan, established a P0–P5 triage and prioritization standard, and created the Jira system used across Tax Operations, PEO Operations, and Compliance. I have managed major incident response, Salesforce backlog delivery, vendor governance, access and privacy controls, and operational automations for SLAs, compliance deadlines, approvals, and incident intake.

I also interview and coach team members, support internal promotions, and run AI enablement sessions for Operations staff. My work includes Salesforce product ownership, capacity and productivity scoring, customer compliance remediation, and privacy reviews for AI tools.

I led quality and operations for a 120-FTE revenue-cycle management program across three ongoing US healthcare client projects. I maintained a 97% monthly client SLA, transitioned two new client scopes into steady-state production, and managed governance cadences with US practice managers, onshore account managers, and senior leadership.

I ran audits, quality dashboards, backlog reviews, and revenue projections while driving process improvements through CAPA and root-cause analysis. These initiatives reduced client penalties and expenses by approximately $15,000 per month, while Tableau and SQL reporting generated approximately $65,000 in annual incremental revenue.

I also managed redevelopment of an internal tracking tool used by 125 users, delivering more than 20 features, improving load time by 20%, and reducing operating time by 15%. I led 15 associates and trained more than 30 people monthly.

I worked as a Business Analyst and project coordinator supporting US healthcare revenue-cycle operations. I authored the business requirements document for a revenue-cycle application serving a 30-FTE project after interviewing more than 14 client stakeholders.

As the first data hire on a 14-FTE client project, I defined executive KPIs and built recurring reporting using SQL and Google Sheets. I presented performance insights to clients every two months for two years.

I also coordinated feature improvements that increased resolution across more than 4,500 patient accounts while ensuring 98% of deadlines were met.