Conni Lathrop
Las Vegas,NV
Summary
Strategic and results-driven Program Manager with a proven track record in team leadership, cross-functional collaboration, and process optimization. Adept at driving performance improvements through strategic goal setting, KPI tracking, and mentorship, while fostering a culture of excellence. Skilled in creating efficient workflows, implementing comprehensive SOPs and SLAs, and elevating customer experiences. Recognized for achieving significant milestones, such as developing the first back-to-school catalog and consistently earning awards for content excellence and cultural impact. Known for a data-driven approach to problem-solving and aligning program objectives with broader business goals to drive continuous improvement in fast-paced, customer-centric environments.
Overview
11
11
years of professional experience
Work History
Program Manager & Specialist: E-Commerce Catalog
Zappos.com
06.2021 - Current
- Reduced catalog setup time by 70% (from 17 days to 5 days) through strategic process development, KPI analysis, and comprehensive revamp of SOPs and training programs, resulting in faster online listings, enhanced customer satisfaction, and sales opportunities
- Collaborated cross-functionally with senior development team to create a tool to bypass system bottlenecks, achieving 80% reduction catalog setup time (from 5 days to 1 day), enabling quicker purchase order submissions and ensuring timely product allocation, further streamlining operations and enhancing business agility
- Lead end-to-end program management, solving complex problems and developing program strategy, including undefined design and process elements
- Drive independent delivery of initiatives, aligning cross-functional project priorities, trade-offs, and decisions across teams
- Manage stakeholder, customer, and vendor relationships to achieve program goals; mentor team members to support cross-functional growth
- Oversee operational health across teams by setting SLAs and quality standards; report on KPIs and metrics to guide data-driven decisions
- Streamline processes to enhance cross-team efficiency, improving project outcomes and delivery
- Execute strategic decision-making and define design and technical requirements, accelerating project progress and optimizing efficiency
- Build strong working relationships to address blockers, escalate issues appropriately, and ensure alignment with business strategy
- Conduct regular team and peer interactions to facilitate information exchange and support program objectives, minimizing risks from strategic decisions
- Lead and manage a team of 50 across four areas of the business, setting performance expectations and providing regular coaching, feedback, and development opportunities to support individual and team growth
- Set and monitored team goals and KPIs, consistently achieving 97% of targets, contributing to the overall success of broader organizational OKRs
- Spearhead cross-functional projects that drive program goals, improve process efficiencies, and align with strategic objectives
- Maintain open communication channels with stakeholders and leadership to align on priorities, resolve issues proactively, and adapt to evolving business needs
- Track and analyze program metrics to report on project status, identify trends, and implement data-driven improvements that elevate program performance
- Championed a positive team culture through recognition programs and initiatives that promote engagement, collaboration, and alignment with company values
Vendor Imagery Specialist
Zappos.com
10.2020 - 06.2021
- Implemented streamlined processes to gather and process imagery and product details directly from vendors prior to receiving products in-house, reducing time to site by 96%, from average of 28 days to just 1 day, helping achieve company's goal of one-business-day go-live
- Established foundational structure for role by creating detailed SOPs, defining SLAs, and implementing new Jira service desk and ticketing system for intake requests
- Collaborated with Vendor Imagery POCs and Zappos Imagery Studio to design and standardize processes and policies for vendor image management
- Partnered with Merchandising team and vendors to collect, download, and upload vendor imagery, optimizing time-to-site for on-order products
- Trained and mentored interns, delivering targeted upskilling programs to enhance their capabilities and support their professional growth
Lead Copywriter AND Content Specialist
Zappos.com
05.2015 - 10.2020
- Delivered exceptional customer service by providing accurate, timely communication to team members, Merchandising teams, and vendors, ensuring adherence to SLAs or requester-specific needs
- Provided leadership through mentorship and transparent communication across teams, producing engaging, SEO-optimized content (including brand landing pages and product descriptions) that maintained brand voice and adhered to legal standards
- Demonstrated expertise in managing personal portfolio while maintaining strong familiarity with adjacent portfolios within business unit
- Participated in ongoing training, vendor meetings, tradeshows, peer feedback sessions, and other relevant events to cultivate advanced product and brand knowledge
- Collaborated with Buyers and vendors to troubleshoot and resolve issues related to product information, imagery, UPC/style number discrepancies, and inventory within individual portfolios
- Conducted weekly audits of product descriptions and titles across all Zappos platforms to identify and correct spelling, grammar, and formatting errors for Content team, tracking and reporting metrics on identified issues
Customer Loyalty Team Representative
Zappos.com
08.2013 - 05.2015
- Delivered exceptional customer service by providing accurate, timely communication to team members, Merchandising teams, and vendors, ensuring adherence to SLAs or requester-specific needs
- Exercised empowered decision-making as Resource Desk Supervisor, making critical judgment calls to support both customers and Customer Loyalty Team (CLT) representatives
- Resolved customer inquiries, issues, and escalations with focus on quick, effective solutions while maintaining positive and professional demeanor
- Handled high volumes of customer interactions daily, prioritizing urgent requests and managing time efficiently to maintain service levels
- Documented customer interactions, resolutions, and feedback in internal systems, contributing to accurate data tracking and quality assurance
- Identified and reported recurring issues or trends in customer feedback to improve processes, service policies, and training content
- Trained and supported new team members, providing guidance on best practices, communication standards, and Zappos’ customer-first approach
Skills
Project Management & Tools: Jira, Asana, Trello, Roadmapping, Strategic Planning, Program Lifecycle Management
Leadership & Coaching: Team Development, Performance Coaching, Mentorship, Leadership Training
Data Analysis & Reporting: Microsoft Excel (Advanced), Google Sheets, Tableau, KPI & Metrics Analysis, Reporting Dashboards
Cross-functional & Cross-departmental Collaboration: Stakeholder Management, Interdepartmental Communication, Team Leadership
Goal Setting & Performance Tracking: Strategic Goal Alignment, KPI Development, Continuous Improvement, Performance Tracking
Budget & Cost Management: Budget Planning, Resource Allocation, Financial Forecasting, Cost Optimization
Customer Experience Management: Customer Service Excellence, Conflict Resolution, Customer Retention
Resource Management & Process Optimization: Time Tracking, Scheduling, Task Management Tools, Resource Allocation, Process Optimization
Strategic Communication & Leadership: Proactive Communication, Executive Reporting, Decision-Making Support, Leadership & Coaching
SEO & Content Strategy: SEO Best Practices, Keyword Research, Content Planning, Editorial Calendar, Audience Research
Standard Operating Procedures (SOP) & SLA Management: SOP Development, SLA Adherence, Workflow Documentation, Process Standardization and Streamlining
Writing & Editing Tools: Google Docs, Microsoft Word, Grammarly, Copywriting Techniques (Brand Voice, Storytelling, Marketing Copy)
Critical Thinking & Problem Solving: Risk Management, Issue Resolution, Root Cause Analysis, Process Improvement
E-commerce Tools: Amazon Vendor Central, Amazon Selection Central, Internal Zappos Tools
Cloud Storage & File Sharing: Google Drive, Dropbox, OneDrive, Box, WeTransfer
Vendor & Stakeholder Management: Vendor Communication, Image Sourcing, Vendor Relations, Stakeholder Engagement
Accomplishments
· Collaborated with Merchandising to develop the first-ever back-to-school physical catalog in 2019, enhancing brand visibility and seasonal engagement.
· Content Person of the Year Award recipient from Merchandising (2019) for outstanding contributions to content strategy and execution.
· Quarterly Content Recognition Awards consistently awarded from 2016 to 2020 for excellence in content quality, accuracy, and brand alignment.
· Culture Driver Awards recipient across various years (2012–2024) for consistently embodying and promoting company values and contributing to a positive workplace culture.
Timeline
Program Manager & Specialist: E-Commerce Catalog
Zappos.com
06.2021 - Current
Vendor Imagery Specialist
Zappos.com
10.2020 - 06.2021
Lead Copywriter AND Content Specialist
Zappos.com
05.2015 - 10.2020
Customer Loyalty Team Representative
Zappos.com
08.2013 - 05.2015
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