Justine Rasmussen
Austin,TX
Summary
Results-driven Technical Program Manager known for highly productive and efficient task completion. Possess specialized skills in strategic planning, cross-functional team leadership, and risk management. Excel in communication, problem-solving, and adaptability, ensuring successful project outcomes amidst fast-paced environments.
Overview
13
13
years of professional experience
Work History
Technical Program Manager
EBay Inc
Austin, TX
11.2022 - Current
- Lead cross-functional teams to streamline program delivery, implement data-driven solutions, and optimize technical processes while managing stakeholder relationships, with a focus on Legal Operations, Compliance Operations, Payments Platform Services, and Customer Service Technology initiatives.
- Orchestrated complex technical initiatives, drove continuous improvement, and delivered measurable outcomes through strategic planning and risk mitigation. (e.g. Global Customer Service projects savings of ~$1.6M in 2025 for the fast-tracked delivery of a new tool to guide customer service teammates through handling complex policies.)
- Developed strategic roadmaps for technical program delivery, established success metrics, and implemented data-driven decision frameworks and operational best practices to optimize resource allocation across projects.
- Spearheaded technology transformation initiatives, developed scalable solutions, and introduced agile methodologies and other ways of working to enhance program efficiency across multiple Scrum teams.
- Utilized project management tools and methodologies to track progress, identify and mitigate risks, and implement corrective actions.
- Monitored project metrics for quality standards, maintaining comprehensive documentation while coordinating multiple workstreams.
Technical Project Manager
EBay Inc
Austin, TX
06.2018 - 11.2022
- Orchestrated legal and compliance operations transformation initiatives, reducing manual processes and enhancing decision-making accuracy. (e.g. Managed multi-year project to build a new case management system enabling a centralized tool for research and resolution actions, improving analyst case handling time and customer satisfaction.)
- Facilitated multi-quarter projects to meet updated payment security protocols and industry standards for platform failover and availability across global regions.
- Spearheaded the modernization of anti-money laundering monitoring systems, delivering automated solutions that strengthened fraud detection capabilities and reporting of suspicious activity to government authorities. (e.g. Rolled out several initiatives to enable automatic reporting to government authorities in the US, UK, AUS, and CA, meeting extremely stringent data handling requirements.
- Managed stakeholder relationships across compliance, legal and operations teams, ensuring alignment with regulatory requirements.
- Delivered key initiatives to support payment platform enhancements, optimizations, and adherence to regulatory requirements. (e.g. Global Data Protection Regulations for data retention and deletion.)
- Developed comprehensive project roadmaps, establishing clear timelines and objectives, providing consistent risk and status reporting to leadership.
- Negotiated scopes and timelines with stakeholders and customers, implementing an iterative delivery methodology and 'run the business' maintenance pipelines.
- Facilitated seamless communication between global teams, driving the successful adoption of modernized compliance frameworks and operational efficiencies. (e.g. Facilitated implementation of eBay's velocity methodology to enable continuous, daily production deployments backed by a test-driven development methodology.)
Production Support Business Analyst
EBay Inc
Austin, TX
04.2016 - 06.2018
- Analyzed and optimized accuracy and efficiency of payment processing workflows by introducing risk monitoring and operational process. (e.g. Batch jobs and failure logs)
- Partnered with stakeholders to identify bottlenecks, develop solutions, and maintain seamless production environment while ensuring business continuity.
- Monitored critical business systems, documented process improvements, and established
standardised troubleshooting protocols for support teams. (e.g. Expansion of Global Shipping Programs to support AUS Post, FedEx, and UK Post fee collection and remittance.) - Developed automated monitoring solutions and implemented proactive maintenance strategies to enhance system reliability and user experience.
- Facilitated stakeholder workshops to identify operational gaps, created comprehensive documentation, and mentored support teams on best practices.
- Designed and deployed automated monitoring tools to detect system anomalies, reducing manual intervention and enhancing response efficiency and financial loss reduction. (e.g. Daily and Monthly monitoring for payout discrepancies exceeding acceptable thresholds.)
Customer Experience Team Lead
EBay Inc
Austin, TX
01.2014 - 04.2016
- Fostered a culture of servant leadership by prioritizing team development, empowering and motivating individuals to lead initiatives, and actively removing obstacles to enhance team performance and morale.
- Analyzed performance trends across team members to identify strengths and development areas, enabling the creation of customized coaching plans that targeted specific skill gaps, and supported continuous improvement.
- Implemented unconventional coaching techniques to enhance customer service teammates' policy accuracy and soft skills, using tailored feedback and innovative training tools to drive measurable improvements in performance and customer experience.
Policy & Process Improvement Manager
Sears Holdings Company
Round Rock, TX
03.2012 - 01.2014
- Led end-to-end analysis of as-is and to-be processes to identify inefficiencies and design optimized workflows, improving cross-functional alignment and reducing process handling time.
- Created clear, decision-oriented Lucidchart process maps with defined end nodes to enhance team understanding, support strategic planning, and streamline decision-making.
- Managed the customer service knowledge base, ensuring content accuracy, accessibility, and alignment with evolving policies, resulting in reduced handle time and increased first-contact resolution.
- Coordinated company-wide communications for policy changes and new product rollouts, collaborating with key stakeholders to ensure clear, timely dissemination and team readiness.
- Partnered with cross-functional teams to implement scalable process improvements, leveraging data insights and frontline feedback to enhance operational efficiency and compliance.
- Partnered with cross-functional teams to implement scalable process improvements, leveraging data insights and frontline feedback to enhance operational efficiency and compliance.
Education
Associate of Applied Science - Operations Management
American Public University
CAPM - Certified Associate of Project Management - Project Management
Project Management Institute
CSM - Certified Scrum Master - Agile Methodology
Project Management Institute
ACP - Agile Certified Practitioner - Agile Methodology
Project Management Institute
Skills
- Program management
- Agile methodologies
- Stakeholder management
- Compliance operations
- Workflow optimization
- Cross-functional collaboration
- Process improvement
- Team leadership
- Interpersonal skills
- Implementation oversight
- Adaptability and flexibility
- Technical roadmap design
- Continuous integration
- Risk management
Timeline
Technical Program Manager
EBay Inc
11.2022 - Current
Technical Project Manager
EBay Inc
06.2018 - 11.2022
Production Support Business Analyst
EBay Inc
04.2016 - 06.2018
Customer Experience Team Lead
EBay Inc
01.2014 - 04.2016
Policy & Process Improvement Manager
Sears Holdings Company
03.2012 - 01.2014
Associate of Applied Science - Operations Management
American Public University
CAPM - Certified Associate of Project Management - Project Management
Project Management Institute
CSM - Certified Scrum Master - Agile Methodology
Project Management Institute
ACP - Agile Certified Practitioner - Agile Methodology
Project Management Institute
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