Brianna Ballengee
San Antonio
Summary
Results-oriented Program Manager with a proven history of delivering high-impact projects in product and project management, operations leadership, and process optimization within dynamic, fast-paced environments. Expertise in leading cross-functional teams, driving strategic initiatives, and delivering results through meticulous planning and execution. Adept at driving technical programs from inception through successful deployment while maintaining a sharp focus on operational excellence. Leadership philosophy centers on fostering collaboration, advancing team growth and optimizing individual and team performance to meet ambitious organizational objectives.
Overview
8
8
years of professional experience
Work History
Senior Program Manager, Change Management
Meta
San Antonio
05.2022 - Current
- Leads global change management strategy for product launches across 12+ teams, 25 vendor sites, for 40K+ vendors, improving safety and customer experience for billions of users on Meta platforms by spearheading risk assessment, mitigation plans and operational readiness to ensure successful and seamless roll outs
- Lead and manage complex, high-impact programs across multiple organizations, aligning with business objectives and key milestones, while collaborating with cross-functional teams to define scope, prioritize business critical initiatives, and secure resources for timely and efficient delivery
- Implement robust change mitigation strategies by proactively identifying and addressing potential risks, ensuring successful product launches and operational readiness, while driving program communication with timely updates, facilitating decision-making, and escalating blockers to ensure alignment with strategic goals and smooth execution
- Spearheads the design and leadership of a prioritization forum for a $300M budget allocation expertly facilitating trade-off decisions and balancing competing initiatives to drive alignment with long-term company goals and maximize program impact
- Establishes and scales key program metrics providing executive leaders and cross-functional teams, with actionable insights on revenue growth, cost reduction, risk mitigation, vendor performance, driving company-wide success
- Influences and designs scalable, strategic change management processes, streamlining workflows for upstream partners and downstream vendors, enhancing operational efficiency, to support complex product launches
Program Manager, Risk and Payment Operations
Meta
Austin
10.2020 - 04.2022
- Led and owned the end-to-end optimization of vendor processes, tooling, content management including training and standard operating procedures and escalation workflows to drive measurable improvements in customer experience and resolution efficiency across Meta platforms
- Effectively influenced key cross-functional partners, including Product, Engineering, Design, and Legal, during the design, build, launch, and execution phases of the end-to-end product life cycle by leveraging operational insights and customer feedback optimizing both the vendor experience and customer experience
- Revamped and streamlined vendor escalation strategy, leveraging data-driven insights to improve issue identification, reduce backlogs, and enable quicker customer resolutions, resulting in a more efficient escalation process and significantly enhanced customer experience
- Successfully executed a multi-phased project to redesign the customer UX by incorporating operational trends, user feedback and market insights that resulted in a 20% decrease in ticket volume across multiple operations teams
- Yielded a significant 31% decrease in customer escalations and enhanced post-launch quality by 34% through the implementation of process development and implementation initiatives
Operations Manager, Payment Operations
Upstart
Columbus
02.2020 - 10.2020
- Managed the Payments Collections team, oversaw supply and demand, managed operational budget and implemented operational strategies to enhance company productivity and streamline processes during COVID-19
- Implemented an automated scheduling system to adapt to changes in workforce strategy, reducing manual operational staffing planning by 15% and ensuring efficient remote support during the COVID-19 pandemic
- Collaborated with product and engineering teams to develop a customer service strategy for the COVID-19 payment relief program, resulting in a 10% increase in customer satisfaction scores for the company during Q2 2020
- Created company customer service performance metrics, including the introduction of a first call resolution metric, presented to executive-level leadership and stakeholders, improving visibility into performance and volume trends
- Developed product strategy in collaboration with over 10 external bank partners to introduce forbearance payment plans during COVID-19 aimed at preventing defaulting among loan borrowers and improving customer experience
Operations Manager II, Air Division
Amazon
Wilmington
04.2019 - 12.2019
- Led daily site-wide operational performance analysis and planning, monitored supply and demand, collaborated with department leaders to mitigate risks to meet customer demand, and communicated site performance to C-suite directors and site leadership
- Provided weekly, daily, and hourly forecast reports to C-suite and executive management, encompassing customer demand, air and rail cargo volumes, workforce headcount, attrition, and site performance
- Proactively led and executed multiple high-priority, time-sensitive initiatives across site leadership, consistently meeting business-critical needs and customer demands while driving risk mitigation strategies and ensuring seamless project delivery under pressure
- Conceptualized, designed, and managed procurement processes, including creating and documenting procedures for non-inventory purchases and damages for entire site
- Led strategy overhaul of new hire onboarding and engagement and implementation of bulk operational handling that resulted in 5% improvement in retention rate, 4% improvement in variable costs, and enhanced safety ergonomics
Operations Manager I, Fulfillment
Amazon
Campbellsville
05.2018 - 04.2019
- Oversaw day-to-day inbound operations, tracked site-wide building performance to meet customer demand, managed a team of 100+ associates to drive operational excellence, safety compliance and process improvement
- Spearheaded safety improvement initiatives, including remodeling inbound dock to enhance safety measures, collaborating closely with safety and training teams to achieve zero major safety incidents and reduce minor safety issues
- Implemented a network-wide operational efficiency program that optimized inbound department by reducing process time for associates by maximizing available building space, resulting in over $500k validated savings
- Conducted regular performance evaluations, provided detailed coaching and feedback to team members, resulting in improved operational efficiency, higher morale, and a noticeable decrease in employee turnover
- Collaborated with cross-functional teams to troubleshoot operational issues and drive continuous improvement initiatives, leading to substantial cost savings, streamlined processes, and overall enhanced operational performance
Education
Associate of Science -
Columbus State Community College
08.2018
Bachelor of Science - Supply Chain
Ohio State University
05.2018
Skills
- Program Management
- Product Management
- Six Sigma/Lean Methodology
- Change Management
- Data Analysis
- Risk Management
- Strategic Growth
- Stakeholder Management
- Supply Chain Management
- Market Trend Analysis
- KPI Establishment & Reporting
- Vendor & Workforce Management
- Process Improvement
- Strategic Partnerships
- Policy & Protocol Implementation
- Supply & Demand Planning
- Resource Management
- User Experience (UX) Design
Licensures And Certifications
- Certified Scrum Master (CSM), Scrum Alliance, 01/01/26
- Six Sigma Black Belt, The Council for Six Sigma Certification, 01/01/26
Key Career Achievements
- Revamped Meta's global change management tool, collaborating with 20+ teams to streamline processes, enhance engagement strategies and define new features that resulted in a 40% reduction in global operational change launch time, directly supporting the company's product launches and enhancing operational effectiveness.
- Spearheaded the launch of Amazon's first Air hub, designing and establishing benchmark best practices, developing comprehensive workforce training programs and defining key operational metrics that become the benchmark for all future Air hub site launching enabling network expansion.
- Directed a global initiative to enhance Meta's customer service experience, boosting CSAT, response times and decision accuracy by establishing accelerated change management strategy, forums to identify risks, and streamlined execution.
Timeline
Senior Program Manager, Change Management
Meta
05.2022 - Current
Program Manager, Risk and Payment Operations
Meta
10.2020 - 04.2022
Operations Manager, Payment Operations
Upstart
02.2020 - 10.2020
Operations Manager II, Air Division
Amazon
04.2019 - 12.2019
Operations Manager I, Fulfillment
Amazon
05.2018 - 04.2019
Associate of Science -
Columbus State Community College
Bachelor of Science - Supply Chain
Ohio State University