WORK SUMMARY
Technically adept Program and Product Manager with 10+ years of experience facilitating and articulating product vision, strategic planning, governance, implementation, organizational change management (OCM), and product launches for large-scale, intricate, technical solutions. Demonstrated expertise communicating and guiding cross-functional engineering and development teams, within Agile environments, consistently achieving operational efficiency and high stakeholder satisfaction. Technical expertise focus on full-stack software product support, professional services, and customer satisfaction for Adobe, IBM, Microsoft, and Oracle.
KEY SKILLSETS
· Technical Project Management & Methodologies: Technical Program Management, Agile Project Management, Scrum, Kanban, Software Development Life Cycle (SDLC), Roadmap Planning, Waterfall
· Tools & Technologies: Cloud Services, Infrastructure, Jira/Confluence, Engineering Operations, Data Security & Privacy, Content Publishing, Portals, Quality Assurance (*see technology list on last page)
· Requirements & Planning: Facilitation of Business & Technology Requirements, UX/UI, Strategic Planning, Risk Management, Design Thinking, Impact Tracking, Product Development, ADA Accessibility
· Collaboration & Communication: Cross-functional Collaboration, Workshop & Meeting Facilitation, Executive Communications, Stakeholder Engagement, Events, Brainstorming, Storytelling, and OCM
· Process & Program Improvement: Process Redesign & Optimization, Facilitating Business Process Mapping, Artifact Documentation, Metrics & Reporting, Information Governance, Governance Policy Creation, and Records Management
WORK EXPERIENCE
Sabbatical – Family emergency, vacation, and creating portfolio website: www.stephaniehayden.com
Sunnyvale, CA | Apr. 2023 – present
Meta - Social Media Technology Services
Technical Program Manager – Contract - | Menlo Park, CA | Apr. 2022 – Apr. 2023
Led Meta's Unified External Metrics (UEM) compliance platform development, ensuring standard infrastructure met transparency requirements and customer trust. Facilitated and fostered collaborative relationships between ~100 contributors between XFN engineering teams and stakeholders, leading cross-functional teams in roadmap and goal planning for a standardized microservices infrastructure covering data, events, metrics, quality, signals, storage, and compute. Communicated details and managed scope, scale, and operations for seamless day-to-day engineering support. Achieved program goals, focusing on an ambitious 80% compliance target for 1800 critical metrics by 2024. Improved Engineering team customer satisfaction by 90% enabling them to stay on plan track, conserve resources, and surpass half-year goals ahead of schedule.
Key Achievements:
· Requirements & Documentation: Facilitated intricate concept discussions for Standard Infrastructure (SI) components with engineering leading to co-authored SI vision, development roadmaps, strategic business value propositions, global compliance features, pros/cons of existing approaches, and measurements for reporting operational efficiencies. Conducted deep dive, XFN-wide, capacity audit and analysis to understand historic infrastructure compute / storage / power usage, spikes, quotas, under- and over-utilization to identify gaps in coverage of current and future compliance projects. Identified opportunities to run efficiency projects to recoup capacity and redistribute to other compliance projects to meet infrastructure efficiency goals. Used internal capacity planning tools to generate new insights for Engineers and facilitated feature enhancements to predict, plan, request, procure, and automatically provision future capacity for metric compliance requirements.
· Operations, Development, Standards & Tools: Directed end-to-end program operations, defining scope, facilitation of requirements, operational efficiencies, communications, development models, schedules, project management tools, and tracking mechanisms. Facilitated problem-solving workshops, maintained canonical documentation, and managed day-to-day tasks. Authored bi-weekly communications with detailed status for senior leadership, representing the SI theme, and fielded QA in 70+ audience.
Blue Cross Blue Shield Massachusetts – Health Insurance Technology Services
Technical Program Manager – Contract - | Boston, MA | Aug. 2021 – Apr. 2022
Led a digital transformative initiative at Blue Cross Blue Shield Massachusetts, replacing legacy systems with a SaaS cloud-based infrastructure, achieving a 25% increase in employee tool satisfaction, and cutting costs by 50%. Facilitated workshops and requirements gathering sessions with 100+ subject matter experts and delivered improved trust for Drupal intranet portal, search, and content publishing toolset, reducing search time by 95% and enhancing content relevancy by 75%.
Key Achievements:
· Strategic Digital Transformation: Orchestrated a comprehensive initiative and facilitated seamlessly replacing legacy systems with advanced cloud-based solutions.
· Employee Tool Satisfaction and Cost Reduction: Achieved a 25% increase in employee tool satisfaction and cut legacy costs by 50% through successful migration to cloud services.
· Operational Efficiency: Executed a content migration strategy, transitioning from a legacy IBM TeamSite portal CMS and IBM Watson Search service to Acquia Cloud CMS (Drupal) and Coveo Cloud Cognitive Search in a tight 9-month timeframe.
· Requirements & Documentation: Facilitated stakeholder workshops, defining epics, user stories, and success criteria for cloud development requirements. Defined content authoring, publishing templates, workflows, security, taxonomy, metadata, tagging, search crawler services, and success criteria.
· Operations, Development, Standards & Tools: Used collaboration tools to create cross-functional project plans, collaborated with stakeholders and Agile Dev teams, managed migration, deployment, and tuning of search services. Conducted UAT plans, QA, and oversaw product launch and OCM events.
· GTM, OCM & KPIs: Authored and delivered content publishing and search tuning training events for business users, communicated product launch features aligned with company goals, delivering award-winning toolsets to transform employee user experiences.
Intuit – Financial Software Technology Services
Technical Product Manager – Contract - / HR Taxonomy Lead | San Diego, CA | Aug. 2020 – Jul. 2021
As a Technical Product Manager at Intuit, served as the HR Taxonomy Lead, facilitating workshops with over 300 subject matter experts, and coalesced outputs to enhance HR services' ability to scale with a new, centralized, AI-driven taxonomy. Facilitated relationships and data source owners trust in connecting intelligent data points between SaaS content publishing, case management, intranet portals, and search services to predict future risks and real-time employee needs.
Key Achievements:
· Employee Satisfaction Enhancement: Elevated HR employee satisfaction from 90% to 95% by transitioning SME knowledge into AI-driven self-help experiences to predict and proactively address employee needs globally working with 300+ business users to capture requirements.
· Taxonomy Development: Led remote requirements gathering workshops with 300+ SMEs, creating a neural network for Intuit. Developed a 3000-line taxonomy co-refined with SMEs, legal, and compliance teams crucial for optimizing search engine results and data classification in multiple source systems.
· Requirements & Documentation: Conducted remote workshops, condensed data into a three-level hierarchical framework, establishing the first formal HR knowledge taxonomy to kickstart the AI program.
· Operations, Standards & Tools: Implemented Agile methodology, utilizing Google Workspace, Salesforce.com (SFDC), Zoom recordings, and Google Drive for efficient project management.
· Development & QA: Collaborated with cross-functional teams, tuned taxonomy versions, governance, metadata tagging, categories, and classifications. Conducted QA testing to meet success criteria.
· GTM & OCM: Developed and gained executive approval for an Organizational Change Management (OCM) Communications Plan. Authored and delivered live micro-training event modules on each department's taxonomy, enhancing understanding of business context, value, and best practices.
Gap Inc. – Apparel Retail Technology Services
Technical Product Manager – Contract - / Implementation Lead | San Francisco, CA | Sept. 2019 – Jun. 2020
Led Gap Inc.'s digital transformation and technology upgrades for intranet, content publishing, and search to support a smooth employee experience during the separation of Gap Inc. into two distinct companies within a 9-month timeline. Facilitated and drove cross-functional workshops with 100+ employees to understand and plan for a successful migration from legacy on-premises systems to SaaS cloud service stacks for Gap and Old Navy.
Key Achievements:
· Strategic Vision Workshops: Facilitated rapid vision workshops with 100+ executives and SMEs, defining functional requirements for content publishing, search, collaboration, taxonomy design, UX templates, business processes, security, data loss prevention, ADA accessibility, and search service requirements.
· Project Planning & Partner Collaboration: Authored comprehensive project plans, collaborated with third-party teams for Agile delivery, managed vendor selection for AI chat bots and cognitive search technologies, and provided regular updates to executive leaders.
· Content Migration & Development: Led UX reviews, directed content migration from on-prem IBM TeamSite portal CMS and Google Search Appliance to Adobe Experience Manager (AEM) and Coveo Cloud Cognitive Search. Performed hands-on development for 200+ department sites, troubleshooting IT support, conducted quality UAT testing, and orchestrated the production switch launch to the new portal.
· GTM, OCM & KPIs: Collaborated with OCM teams and corporate communications to create and host company-wide promotional events for 80,000+ employees for product demos, town halls, and recognition events programs for global "The Thread" product release. Achieved a 95% improvement in content relevancy through author training and launched the project on time despite COVID disruptions.
Gilead – Biopharmaceuticals Technology Services
Technical Program Manager / Services Implementation Lead – Contract - | Foster City, CA | Jan. – Jul. 2019
As Gilead's IT Services Implementation Lead, I spearheaded digital transformation initiatives, interacting with 100+ business users to facilitate the launch and adoption of centralized enterprise SaaS cloud collaboration and content management tools within the Microsoft Office 365 suite, aiming to simplify work lives, optimize financial resources, and enhance core business operations.
Key Achievements:
· Requirements Elicitation & Documentation: Conducted functional product demo workshops, showcasing SharePoint, Teams, OneDrive, and Yammer capabilities. Proactively recommended feature kits addressing 80% of business user needs. Authored SDLC documents working with 50+ business users, including Agile artifact epics, user stories, personae, UX templates, Data Loss Prevention policies, workflows, security protocols, and AI chatbot content modules.
· Operations, Standards & Tools: Utilized Microsoft Azure DevOps for tracking requirements and Jira/Confluence for documenting business and development requirements. Led project management efforts, performed root cause analysis (RCA), mentored junior staff, and managed backlog requirements.
· Development: Collaborated with onsite and offshore teams to deliver business SharePoint sites, Teams instances, and Yammer tools to pilot groups. Played a key role in creating and tuning AI chatbot responses. Authored and operated Yammer UAT test plan for PC and mobile use.
· GTM, OCM & KPIs: Co-delivered planning sessions with Microsoft Professional Services and Deloitte for an enterprise-wide rollout of Microsoft 365. Collaborated with a cross-functional team to socialize and promote product event launches of SharePoint, OneDrive, Teams, and Yammer with AI chatbots.
Mercedes-Benz Research & Development North America – Automotive Technology Services
Technical Program Manager & Big Data Architect – Contract - | Sunnyvale, CA | Oct. – Dec. 2018
As the Technical Program Manager and Big Data Architect at Mercedes-Benz Research & Development, I spearheaded initiatives to troubleshoot a $1 billion SaaS technology stack investment, with the goal of facilitating global co-development for the first Mercedes-Benz Robotaxi pilot in San Jose within a 12-week timeframe.
Key Achievements:
· Technical Troubleshooting & Issue Resolution: Led investigations and resolutions for technical issues, covering secure live streaming, data ETL services, infrastructure, and disaster backup systems. Collaborated closely with vendors and engineering teams for seamless integration.
· Global Co-Development & Cloud Migration: Collaborated with 200+ R&D engineers to migrate AI/ML services to the new Sunnyvale cloud cluster, enhancing Level 5 self-driving car development globally.
· Requirements Elicitation & Documentation: Conducted interviews to understand the current development environment, identified gaps, and documented prioritized functional releases. Defined shared services capabilities and provided migration instructions for global teams. Documented infrastructure setup and technical requirements for scaling the Robotaxi program.
· Operations, Standards & Tools: Contributed to daily Agile scrum standups, troubleshooting blockers from physical car computer vision, to garage infrastructure, to server room data drops. Drove the implementation of a Disaster Recovery failover solution for the Sunnyvale tech cluster using Confluence and Jira to document processes and solutions. Established a bi-weekly developer community events, newsletter showcasing engineering team demos, and event incentives to transition to the new tech stack.
Covered California - Health and Wellness Insurance Technology Services
Technical Program Manager / Strategic Planning Lead – Contract - | Sacramento, CA | Sept. 2017 – Feb. 2018
As the Strategic Planning Lead at Covered California, I facilitated workshops and requirements gathering sessions that accelerated employee support for improving Search and Search times by 85%. The goal was achieved when search times for employees were reduced to five seconds, thereby increasing the speed of conversion rates of Obamacare enrollments. Orchestrated a successful, rebranded, transition to cloud services, implementing a new Microsoft SharePoint portal, content publishing, and search within 6 months.
Key Achievements:
· Requirements Elicitation & Documentation: Led vision workshops with 50+ senior leaders, proposing automation solutions and optimizing workflows. Shared best practices and owned requirement documentation for UX templates, authoring workflows, authoring schedules, auto-archiving, content relevancy ratings, and tagging to improve search results.
· Operations, Standards & Tools: Established a shared Microsoft SharePoint instance to familiarize senior leaders with tools during planning. Facilitated the review and approval of new UX designs for application to authoring templates.
· Development: Authored comprehensive requirements for UX team design frameworks as the template foundations for interfacing offshore development teams. Ensured seamless setup of backend services and live data connections during the implementation phase.
· GTM & OCM: Implemented best practices for Microsoft SharePoint collaboration toolkits and led product launch events planning. Conducted Lunch and Learn events for product promotions, introduced content governance, SEO optimization and search fine-tuning outcomes to drive adoption and measure KPIs.
Pacific Gas & Electric (PGE) - Natural Gas & Electric Utility Technology Services
Technical Program Manager / IT Solution Architect – Contract - | San Francisco, CA | Apr. 2015 – Jul. 2015
As a Senior IT Solution Architect at PGE, led the transition of the earthquake disaster response system to Cloud Services, facilitating requirements gathering from 100+ experts, encompassing the migration of legacy hardware, systems software, data, and storage. Implemented a robust active/active failover Disaster Recovery plan for earthquake resilience within a 12-week timeframe.
Key Achievements:
· Requirements Elicitation & Documentation: Collaborated with senior experts to comprehend and document damage models, technologies, manual processes, hardware, data, ETL methodologies, infrastructure, and networks. Developed three development options for cloud migration considering technology retention, tool sunsetting, machine learning exploration, and migration paths to AWS Cloud Services. Produced enterprise architecture drawings illustrating data flows, systems, users, infrastructure, disaster recovery, security, and networks.
· Operations, Standards & Tools: Adhered to a stringent waterfall SDLC, developing a 12-week Microsoft Project Plan, engaged stakeholders to collect requirements, create the IT Solution Blueprint, facilitate reviews, amendments, approvals, and gain final sign-off by 50+ stakeholders.
Bio-Rad - Life Science, Research & Clinical Diagnostic Products
Technical Product Manager Bio-Rad.com / eCommerce – Contract - | Hercules, CA | Jul. 2014 – Apr. 2015
Technologies: SAP, Interwoven, Oracle, Atlassian Jira / Confluence, WebTrends
Led a Voice of the Customer-focused overhaul of Bio-Rad.com to boost customer satisfaction, sales, and repeat retail business. Facilitated workshops with 50+ experts and communicated detailed findings from in-depth analysis of business, content, and technical systems, which lead to streamlining the shopping cart experiences, mitigating cart drop-offs, and optimizing checkout and payment processes. Leveraged UX personae to tailor personalized shopping experiences, improving sourcing, interest growth, product pitching, sales closing, customer support, and repeat business incentives.
TECHNOLOGY IMPLEMENTATIONS
· AI and Machine Learning: AI Chatbots, Artificial Intelligence (AI), Generative AI, Machine Learning (ML), Natural Language Processing (NLP), Pattern Recognition
· Cloud Services: Amazon Web Services (AWS), Google Cloud Platform (GCP), Microsoft Azure
· Communication & Collaboration: Adobe Experience Manager (AEM), Atlassian, Intranet, Microsoft Office 365 Cloud Services, Microsoft SharePoint, Microsoft Teams, Microsoft Yammer, Slack
· Content Management Systems (CMS): Acquia, Adobe Experience Manager (AEM), Documentum, Drupal, Microsoft SharePoint, OpenText TeamSite, Oracle Universal Content Management (UCM), Oracle WebCenter, Records Management, Web Content Management (WCM)
· Development Tools, Methodologies & Frameworks: Adobe XD, Agile, Americans Disabilities Act (ADA), Confluence, DevOps, Figma, Jira, Mural, SDLC, Scrum, Slack, TOGAF, UAT, Waterfall, Web 3.0
· Infrastructure & Computing: Compute, CPU, GPU, Infrastructure, IoT, Edge, LoRaWAN, Storage
· Search & Analytics: Alteryx, Attivio, Coveo, Google Search Appliance (GSA), Splunk, Tableau
· Security & Privacy: Data Security, General Data Protection Regulation (GDPR), CCPA
EDUCATION & CERTIFICATIONS
Enterprise Content Management Master Certification, Association Images Information Management
Bachelor of Fine Arts Degree, Multidisciplinary, School of the Art Institute of Chicago