Ahmed Hussein
New York
Summary
Results-driven Program Manager with experience leading cross-functional teams, managing $30M+ client portfolios, and delivering high-impact programs like Eli Lilly’s DTC program, LillyDirect. Skilled in stakeholder management, program delivery, and process optimization to drive growth, efficiency, and client satisfaction.
Overview
10
10
years of professional experience
Work History
Brand Account Manager
Nabis
01.2026 - Current
- Manage a portfolio of 10 brand partners generating ~$5M in monthly GMV, driving client retention and revenue growth across the NY market.
- Own the full customer lifecycle, advising on pricing, promotions, and Marketplace strategy to increase sell-through and account performance.
- Drive revenue growth by identifying and executing upsell and expansion opportunities, contributing to increased sales across key accounts.
- Partner cross-functionally with Ops, CX, and Product to resolve high-impact operational escalations, improving service reliability and unlocking additional revenue.
- Deliver data-driven insights on SKU performance and order trends, enabling clients to optimize inventory and maximize sales outcomes
Customer Program Manager
Truepill
03.2021 - 09.2025
- Launched LillyDirect, Eli Lilly’s first DTC program, collaborating with stakeholders to expand access to 100K+ patients in its first year while driving program growth, retention, and long-term engagement.
- Managed a $30M+ annual client portfolio (Eli Lilly and Fortune 500 healthcare partners), achieving a 95% retention rate and contributing to 20% YoY revenue growth through proactive account management and QBRs.
- Onboarded and scaled programs for 20+ clients (including Hims & Hers, Wisp, LifeMD), driving a 25% lift in engagement and 15% increase in client lifetime value, growing average account size by $5M+ annually.
- Directed cross-functional teams across multiple geographies to deliver complex healthcare programs on time and within scope, generating $5M+ in cost savings through process efficiencies and optimized delivery models.
- Oversaw day-to-day program operations to ensure customer success, exceeding SLAs and maintaining high client satisfaction scores.
Operations Manager
Superfast NYC
05.2020 - 11.2020
- Directed end-to-end programs and processes, achieving 25% cost reduction and 60% faster delivery, improving client satisfaction and retention.
- Streamlined operations and implemented SOPs, reducing bottlenecks by 30%.
- Analyzed program metrics and KPIs to inform strategic decisions, optimize resource allocation, and drive continuous improvement initiatives.
- Oversaw vendor relationships, ensuring timely delivery and fostering cross-functional collaboration.
- Increased profit by 20% through operational optimization and process improvements.
- Supported recruiting, hiring, and training of team members to build high-performing teams.
Senior Expert | Team Lead
Uber Technologies
04.2016 - 05.2020
- Led and motivated a team of 20+ specialists, delivering 5-star in-person support to thousands of drivers and couriers, improving driver engagement by 30% and reducing churn.
- Coached and mentored team members to consistently exceed weekly, monthly, and quarterly KPIs, improving operational efficiency and contributing to a 15% lift in customer satisfaction scores..
- Presented performance insights and strategy updates in daily huddles, ensuring alignment with support policies and driving improvements in engagement and retention metrics.e.
- Oversaw site budget and resource allocation to support thousands of active driver-partners, reducing overhead costs by 10% while maintaining service quality.
- Partnered with cross-functional stakeholders to implement new support processes, leading to a 20% reduction in resolution times and increased customer lifetime value.
Education
Bachelor of Science - Criminal Justice Management, Minor in Psychology
John Jay College of Criminal Justice
New York, NY08-2016
Skills
- Data-Driven Decision Making
- Program & Project Management
- Account Growth & Retention
- KPI & Metrics Tracking
- Client Relationship Management
- Cross-Functional Team Leadership
- Data Analysis & Reporting
- Strategic Planning & Roadmaps
Languages
English
Native or Bilingual
Arabic
Professional Working
Timeline
Brand Account Manager
Nabis
01.2026 - Current
Customer Program Manager
Truepill
03.2021 - 09.2025
Operations Manager
Superfast NYC
05.2020 - 11.2020
Senior Expert | Team Lead
Uber Technologies
04.2016 - 05.2020
Bachelor of Science - Criminal Justice Management, Minor in Psychology
John Jay College of Criminal Justice