JERICA KIEHBORTH
Columbus,OH
Summary
Dynamic and results-oriented PMP certified leader with a proven track record in portfolio management, strategic transformation, and cross-functional collaboration. Aspiring to contribute visionary leadership and operational expertise driving organizational excellence through strategic alignment, process optimization, and innovative solutions. Passionate about leading high-impact initiatives, fostering stakeholder partnerships, and delivering measurable value to achieve long-term business objectives and sustainable growth.
Seasoned Senior Manager with deep understanding of strategic business planning and development. Strengths include strong leadership, effective communication skills, decision making abilities, and problem-solving capabilities. Have consistently delivered results in previous roles by driving operational efficiency, enhancing team productivity, and implementing innovative management strategies.
Overview
12
12
years of professional experience
Work History
Senior Manager of Global Business Solutions
Globus Family of Brands
01.2024 - Current
- In my role, I drive high-impact initiatives and align global operations with organizational strategy, delivering measurable value across multiple regions
- Portfolio Management Excellence: Lead the intake, prioritization, and governance of a diverse portfolio of global projects, ensuring strategic alignment, resource optimization, and successful execution within timelines and budgets
- Strategic Process Improvement: Design and implement initiatives to streamline global business processes, enhance operational efficiency, and foster innovation, resulting in cost savings and improved scalability
- Global Program Leadership: Oversee complex, multi-regional programs, managing cross-functional teams and ensuring comprehensive delivery of business and technical requirements
- Cross-Regional Collaboration: Act as a key liaison between business units, IT, and stakeholders across diverse geographies, driving alignment, clarity, and shared ownership of solutions
- Stakeholder Engagement and Advocacy: Build trusted relationships with senior leaders and regional stakeholders to define needs, gather insights, and deliver tailored technical solutions that support organizational objectives
- Strategic Vision and Execution: Leverage in-depth knowledge of global business dynamics to align initiatives with corporate goals, ensuring measurable impact on growth, efficiency, and innovation
- Established and led the creation of the Global Project Management Office (GPMO), integrating it within my department to align with strategic objectives
- Spearheaded the development of project management standards, methodologies, and documentation frameworks to ensure consistency and excellence across global initiatives
- Oversaw the recruitment and onboarding of a high-performing team to drive project delivery and continuous improvement
- Demonstrated expertise in cost management by identifying inefficiencies and implementing strategic initiatives to reduce operational expenses without compromising quality
- Successfully negotiated vendor contracts, streamlined processes, and optimized resource allocation, resulting in 6 million in annual savings
- Proactively monitored budgets, ensured financial compliance, and drove continuous improvement to achieve long-term cost efficiency
- With a blend of strategic oversight and hands-on leadership, I have cultivated a culture of collaboration, continuous improvement, and adaptability, driving success across global operations and enabling scalable growth
Global Solutions Manager, Websites
Globus Family of Brands
01.2022 - 01.2024
- Led and managed a global team of developers, QA specialists, and business analysts across the US, UK, AU, SA, and IN, driving the strategic direction and annual roadmaps for operations in five countries
- Oversaw a significant budget allocation for these international projects, ensuring alignment with organizational objectives and fostering global growth in both B2B and B2C markets
- Directed the maintenance and enhancement of a portfolio of 25 websites on a CMS platform, focusing on optimizing performance and user experience
- Developed and implemented innovative process flows and guidelines tailored to the customer journey, which significantly improved B2C interactions and contributed to an enhanced overall customer experience
- Demonstrated visionary leadership by defining clear objectives and setting long-term goals for departmental growth over the next 3-5 years
- Introduced strategic initiatives and actionable plans, resulting in sustainable results and a culture of continuous improvement
- Managed departmental budgets effectively to ensure resource optimization and financial efficiency
- Collaborated with internal stakeholders and external customers to gain insights into their needs and preferences
- Leveraged this understanding to align business strategies with economic trends and market demands, delivering exceptional B2B and B2C customer experiences
- Utilized knowledge of day-to-day operations to identify and address gaps, driving strategic initiatives that enhanced the company's competitive position in the global market
- Led and organized Program Increment (PI) planning sessions, ensuring cross-functional collaboration and alignment across multiple teams and geographies
- Fostered a culture of transparency, collaboration, and accountability through effective PI planning, enabling teams to deliver high-quality outcomes within established timelines and milestones
Product Owner
Discover Financial Services
01.2019 - 01.2022
- As a product owner I'm responsible for meeting customer requirements while providing my ideas for new features that will cut down AHT/cost
- I strive to find the most efficient approach for my teams to execute requirements as quickly as possible
- I run day to day operations as well as being heavily involved in the test process to ensure all edge cases from our testers have been thought through
- I also lead the business side for helping to coordinate installs across multiple initiatives to ensure the code is at quality standards prior to release
- I led 3 scrum teams that work on separate initiatives and am responsible for each team's road map, timeline, and execution
- Recent Product Deliverables: 24/7 Active Share - working with third party vendor and internal customer to create two-way communication flows in which the external customer can interact with and follow along in real time via phone or email
- This resulted in an average 120 seconds of Actual Handle Time (AHT) reduction per interaction from the Credit Operations call center agents
- New Send Cards flow - completely reworked the entire send cards flow so that our customers get the absolute best experience while providing our agents a defect free flow
- Over 15 different enhancements as well as multiple automated features were added
- Customer Disputes/send cards system - created two separate applications with multiple intuitive flows based on the customers response for customers wanting to dispute transactions, make payments on their card or request a replacement card as well as applying for a new card and balance transfers
- I also worked closely with the business owners for Spanish translation and legal for rules specific to Spanish translation
Project Manager
Discover Financial Services
01.2018 - 01.2019
- I was Project Manager, Scrum Master, and Quality Assurance for a team of full stack engineers to ensure the release deadlines were met for an intuitive application leveraged by call center agents
- In this role, I wore multiple hats to assure project success and quality of the deliverables
- My responsibilities included cross functional scrum and coordination with other initiatives, big picture envisioning for the application in both a current and future state
- Additionally, I conducted focus groups for enhancements of upcoming releases, worked with workforce to coordinate and schedule trainings and then led the training sessions across multiple sites
- Additional Responsibilities/Accomplishments: Coordinate with business partners to identify potential opportunities or issues and collaborate on solutions from initial scope and planning through project implementation
- Develop and maintain project timelines, milestones, deliverables and release management planning
- Align with cross-functional teams, business partners, and users to measure and monitor process efficiency and provide solutions for ongoing improvement
- Manage multiple projects simultaneously to support and improve the employee experience
- Accounting for development and maintenance of 8 web-based applications, Supported approx
- 5,000 customers in 6 business units spanning 4 contact center locations
- Drove project completion throughout the project lifecycle, including determined and refined scope, risk, and timelines
- Created, managed, and prioritized project schedule
- Coordinated development with installs and release management
- Partnered with stakeholders at various leadership levels to provide project updates, define ongoing project needs, ensure understanding of deliverables and timelines, and train users on technology releases and updates
Quality Assurance Analyst
Discover Financial Services
01.2016 - 01.2018
- As a Quality Assurance Analyst, I was responsible for working closely with my PM to have a full understanding of the customers' requirements so that I could better understand how I should create manual test suits across several different business units as well as executing those test suits for my own team
- Attention to detail and edge cases were my primary focus in this role
- Additional Responsibilities/Accomplishments: Performing routine health checks for quality of product
- Addressing and discussing issues and proposed solutions
- Document test progress and results
- Partnered with stakeholders at various leadership levels to provide project updates, define ongoing project needs, ensure understanding of deliverables and timelines, and train users on technology releases and updates
Workforce Management Analyst
Discover Financial Services
01.2013 - 01.2016
- I was responsible for improving, interpreting and analyzing workforce to reduce overhead while enhancing customer satisfaction and experience
- Additional Responsibilities/Accomplishments: Forecasting staffing projections for 15 departments, providing short-term staffing allocations for more than 500 contact center employees
- Build and maintained relationships with all areas impacting implementing staffing projections such as senior leadership, training and development, and strategy teams
- Complete ad-hoc analysis to understand call trending and forecast variance, while adjusting forecasts accordingly for new initiatives and contact strategies
- Manage and supported a virtual team of 9, contributing to team member engagement
Skills
- Portfolio & Program Management
- Customer Experience Strategy
- Organizational Change Leadership
- Business Process Optimization
- Strategic Vision & Execution
- Enterprise Risk Management
- Executive Stakeholder Engagement
- Critical Problem-Solving
- Transformational Team Leadership
- Global Collaboration
- Agile & Scaled Agile Frameworks
- Customer-Centric Innovation
- Operational Efficiency
- Business performance management
- Troubleshooting and problem resolution
- Innovation management
- Cross-functional team coordination
- Strategic planning
- Influencing and negotiating
- Budget oversight
- Cross-functional team leadership
- Organizational improvement
Personal Information
Title: PMP
Timeline
Senior Manager of Global Business Solutions
Globus Family of Brands
01.2024 - Current
Global Solutions Manager, Websites
Globus Family of Brands
01.2022 - 01.2024
Product Owner
Discover Financial Services
01.2019 - 01.2022
Project Manager
Discover Financial Services
01.2018 - 01.2019
Quality Assurance Analyst
Discover Financial Services
01.2016 - 01.2018
Workforce Management Analyst
Discover Financial Services
01.2013 - 01.2016