Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Timeline
Generic

Heather Johnson

Fishers,IN

Summary

Experienced Information Technology professional with exceptional leadership skills in delivering large, complex, customer-focused initiatives. Skilled at building strategic business relationships to drive continuous process improvements aligned with organizational goals. Proactive and customer-centric, with a strong commitment to thorough execution and results. Proven track record of leading teams to success through collaboration, operational efficiency, and achievement of measurable outcomes. Adept at strategic planning, process improvement, and fostering a culture of accountability and excellence. Known for adaptability and consistently meeting evolving organizational needs.

Overview

30
30
years of professional experience
1
1
Certification

Work History

Manager USRM Distribution Tech. Sales & Agency Support

LIBERTY MUTUAL INSURANCE COMPANY
01.2019 - Current
  • Lead USRM Distribution Tech Sales & Agency Support Platform squads, managing teams to deliver best-in-class operational support for Independent Agents, Territory Managers, and PL/BL Download customers
  • Established a strategic partnership with the Territory Regional Operations Manager in the Midwest region to enhance the Territory Manager experience, reduce operational costs, and drive business growth.
  • Collaborated as a design partner with Salesforce in a B2B cohort, playing a key role in supporting Liberty Mutual’s migration to Financial Services Cloud
  • Partner with and support Independent Agents and Territory Managers in optimizing customer engagement through Salesforce by enhancing agency and customer management capabilities, delivering actionable insights that save time, simplify processes, and drive growth.
  • Served as a key leader on the Distribution Technology High Performing Culture (HPC) core team, analyzing employee feedback to identify trends, develop actionable improvement strategies, and present findings to senior leadership on a monthly basis
  • Collaborate with Salesforce to enhance customer service, conduct product demonstrations, and provide USRM employees with information on conferences and training to broaden their Salesforce expertise
  • Proactively championing the integration of AI tools within the team, providing training recommendations and resources to enhance efficiency and foster innovation
  • Managed and led offshore engagement strategies with Customertimes and DMI, overseeing contractor support for Salesforce solutions
  • Partnered with USRM Technology Finance as the Key Planner for Distribution Technology to oversee and manage financial operations
  • Influenced PST business partners to adopt Salesforce instead of eStar, securing buy-in for the platform’s implementation in the Uber initiative
  • Partnered with Lead and Agency Management, Product Owners, and Solution Engineers to drive test automation execution and reporting strategy initiatives
  • Mentor managers, product owners, scrum masters, and software engineers through WiT and Distribution Tech mentoring initiatives to support career development
  • Partner with the TechStart recruiting team by attending college recruiting events to attract and hire interns and full-time employees.
  • Collaborate with the TechStart internship program by conducting behavioral interviews, contributing to the selection of top candidates and supporting the development of a strong talent pipeline
  • Contributed to the Best Places to Work initiative; recognized for exceptional eNPS results and invited to share best practices and guidance with fellow managers
  • Negotiated and collaborated with contracts and procurement teams to develop a Master Service Agreement (MSA) for engaging Customertimes offshore Salesforce contractor squads
  • Advocated for return-to-office initiatives by organizing and leading engagement events that encouraged employee participation and fostered a collaborative in-office culture

Manager of Performance & Stability Services

LIBERTY MUTUAL INSURANCE COMPANY
01.2016 - 01.2019
  • Managed middleware, data tools, and infrastructure teams—including project managers, change and release coordinators, metrics analysts, and mainframe/midrange monitoring teams—driving alignment through innovative thinking
  • Leveraged customer relationships beyond the immediate work unit to influence and garner support across cross-functional departments, successfully exceeding organizational objectives.”
  • Partnered with BL Tech, NI Technology, Claims senior leadership, Hosting Services, and SMO teams to enhance incident response times, system availability, and performance for platforms including eCLIQ, NI Casualty, and ExPRS applications.

Manager of Application Technology Services (ATS) Project Services

LIBERTY MUTUAL INSURANCE COMPANY
01.2013 - 01.2016
  • Managed domain-aligned infrastructure project managers, change managers, and release managers to ensure seamless project execution and operational stability
  • Led a team to evaluate and enhance release and change management processes, achieving significant improvements including a CI release portal saving $100K annually, change report enhancements saving $10K annually, reallocation of change management resources resulting in $80K savings in 2016, and implementation of an end-to-end automated continuous delivery release process

Infrastructure & Security Project Manager

LIBERTY MUTUAL INSURANCE COMPANY
01.2006 - 01.2013
  • Managed the Agency Markets Payment Card Industry Data Security Standards (PCI DSS) program to ensure compliance with contractual obligations and support overall business objectives.
  • Successfully managed and delivered the Report on Compliance (RoC) on 12/21/12, ahead of the negotiated deadline with merchants, ensuring timely completion of the PCI program.
  • Managed multiple complex, multi-tier infrastructure and security projects from inception to delivery, with budgets ranging from $100K to $2M

Senior/Technical Analyst

LIBERTY MUTUAL INSURANCE COMPANY
01.2003 - 01.2005

Architecture Analyst for Telecommunications and Reporting Systems

ERNST & YOUNG CONSULTING, LLP
01.1997 - 01.2002

Health Care Information Technology Consultant

ERNST & YOUNG CONSULTING, LLP
01.1995 - 01.1997

Education

Master of Science (MS) - Information and Communication Sciences

Ball State University
Muncie, Indiana

Skills

  • Customer relationship management
  • Team leadership
  • Complex Problem-solving
  • Strategic decision-making
  • Strategic planning
  • Project management
  • Performance management
  • Workforce development
  • Strategic goal setting
  • Financial planning

Certification

  • Project Management Professional (PMP) Certification
  • George Washington University Masters Certificate of Project Management

Affiliations

  • Project Management Institute (PMI) Member
  • PMI Central Indiana Chapter Member
  • Liberty Mutual Women in Technology (WiT) Committee Member
  • Salesforce Trailblazer Community Member

Timeline

Manager USRM Distribution Tech. Sales & Agency Support

LIBERTY MUTUAL INSURANCE COMPANY
01.2019 - Current

Manager of Performance & Stability Services

LIBERTY MUTUAL INSURANCE COMPANY
01.2016 - 01.2019

Manager of Application Technology Services (ATS) Project Services

LIBERTY MUTUAL INSURANCE COMPANY
01.2013 - 01.2016

Infrastructure & Security Project Manager

LIBERTY MUTUAL INSURANCE COMPANY
01.2006 - 01.2013

Senior/Technical Analyst

LIBERTY MUTUAL INSURANCE COMPANY
01.2003 - 01.2005

Architecture Analyst for Telecommunications and Reporting Systems

ERNST & YOUNG CONSULTING, LLP
01.1997 - 01.2002

Health Care Information Technology Consultant

ERNST & YOUNG CONSULTING, LLP
01.1995 - 01.1997

Master of Science (MS) - Information and Communication Sciences

Ball State University

Similar Profiles

CREATE PROFILE