Hi, I’m
Karen Westmoreland Luce
Dewey,AZ
Summary
Results-oriented Program and Project Management Lead with extensive experience in successfully managing the custom development of ecommerce and CRM solutions across multiple platforms. Exceptional communication skills and a strong commitment to delivering high-quality results. Demonstrated expertise in process improvement and a natural ability to assume leadership roles. Skilled at collaborating with diverse subject matter experts and clients to develop practical solutions that align with real-world requirements and exceed bottom-line expectations.
Overview
27
years of professional experience
1
Certification
Work History
VML
Sr Project Manager
12.2022 - 03.2025
Job overview
- Successfully managed multiple CRM projects on Salesforce and Adobe platforms including new implementations and ongoing management
- Successfully managed ecommerce Managed Services and Implementation project builds for mid- and large- market organizations
- Active contributor to process management of the PMO team including tools, process and adherence to process
- Supported sales efforts and Statement of Work creation for large scale projects
- Maintained schedules to meet key milestones at every project phase.
- Managed budgets exceeding $1 million while effectively controlling costs through diligent financial oversight.
- Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.
- Established effective communication channels with stakeholders to ensure transparency and alignment of expectations.
- Adapted quickly to unexpected challenges or obstacles encountered during project execution, devising creative solutions without compromising objectives.
- Developed comprehensive project plans, identifying risks and mitigation strategies for timely completion.
- Led cross-functional teams for successful project delivery within scope, schedule, and budget constraints.
- Streamlined project management processes by implementing agile methodologies, resulting in improved efficiency and reduced costs.
Merkle, E&C Practice
Project Director/Director, Delivery Management
01.2021 - 03.2022
Job overview
- Successfully managed a team of 20+ Project Managers at a variety of levels (Junior Project Managers through Project Directors) across a variety of platforms (SalesForce Commerce Cloud, SalesForce Marketing Cloud, Magento, Hybris, Woo Commerce, et al) and a variety of engagements (implementations, managed services, marketing and others)
- Developed vision and standard for PMO team while championing the use of best practice transformation management and standards
- Coaching project managers (all levels) in key project functions including: scope, schedule, approach, resource requirements, budgets, risks, opportunities, issues and quality requirements
- Lead cross department engagement to build a Best Practice Project Knowledge Base including standard templates and tools for all phases of client engagements
- Managed the PMO team in the identification, recruitment, development, deployment and reassignment of resources throughout the engagement lifecycle
- Identified future departmental capacity and put in place strategies to deliver
- Managed and influenced senior relationships across programs/engagements, across departments and across the organization
- Ensured appropriate change control protocols to manage change within projects/engagements
- Served as a point of escalation for both team members and client engagements and worked to ensure appropriate resolution and problem solving to the benefit of the team and client
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Successfully lead project teams to deliver the agreed outcomes within scope, time, cost and quality constraints
- Successfully developed project budgets and controlled forecast and actual costs against them
- Established and maintained effective governance and decision making for the delivery of projects; defined clear roles, responsibilities and accountabilities that aligned with programs
- Designed, consolidated and documented fundamental components of projects including: scope, schedule, approach, resource requirements, budgets, risks, opportunities, issues and quality requirements.
- Identified and monitored project risks and issues. Developed mitigating actions and escalations as appropriate
DemandPDX
Senior Project Manager
09.2021 - 12.2021
Job overview
- Successfully manages ecommerce Managed Services and Implementation project builds for mid- and large- market organizations
- Ensures scope, budget, development and quality needs are met for SalesForce Commerce Cloud implementations
- Active contributor to process management of the PMO team including tools, process and adherence to process
- Supports sales efforts and Statement of Work creation for large scale projects
- Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.
- Established effective communication channels with stakeholders to ensure transparency and alignment of expectations.
Gorilla Group LLC, Chicago, IL
Program Manager
04.2021 - 09.2021
Job overview
- Mentored, trained and coached team of Project Coordinators (Jr
- Project Managers) in project management best practices, processes and tools
- Managed complex, global, multi-team project for Fortune 500 healthcare organization to replatform and rebrand two key brands on Adobe Experience Manager
- Worked collaboratively with multiple global development vendors, creative vendors, content vendors and SEO/Analytics vendors to provide a unified experience for the end client
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
Gorilla Group LLC, Chicago, IL
Senior Project Manager
01.2020 - 04.2021
Job overview
- Successfully managed ecommerce builds for mid- and large- market organizations, including a $2.6M multi-site (5) Magento build at a 64% margin
- Ensures scope, budget, development and quality needs are met for complex ecommerce builds including multi-site builds
- Builds project plans and schedules according to project requirements then executes the project plan managing a variety of team members and stakeholders to meet the project requirements on time and on budget
- Assists both client and internal team members to define and prioritize build needs, requirements and tasks in order to successfully meet business goals
- Assists client in recognizing additional business needs outside of current scope and introduces and leverages additional organizational services, products or expertise to meet those needs to make the client successful
- Maintained schedules to meet key milestones at every project phase.
- Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.
Lyons Consulting Group, Chicago, IL
Senior Project Management Lead
01.2018 - 01.2020
Job overview
- Successfully managed a team of 3-4 Senior level Project Managers and a multi-million dollar portfolio
- Managed a team of dotted-line direct reports including developers, technical leads, technical architects, business analysts and quality assurance testers
- In 2018, our team consistently maintained the highest billable rates of our division for all four quarters
- Responsible for onboarding new PMs to LYONSCG processes and ensuring their success in the first year of employment
- Initiated and lead grassroots efforts for department and organizational improvement including remote team management, PM onboarding process, a professional development series to further the improvement of project manager, recruiting and hiring process improvements and general process improvements
- Organized and lead annual 2-day summit for Project Managers and Business Analysts
- Maintained > 50% billable rates while taking on multiple leadership roles
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
Lyons Consulting Group, Chicago, IL
Senior Project Manager
08.2015 - 12.2017
Job overview
- Successfully managed ecommerce builds for mid- and large- market organizations
- Ensures scope, budget, development and quality needs are met for complex ecommerce builds including multi-site builds
- Builds project plans and schedules according to project requirements then executes the project plan managing a variety of team members and stakeholders to meet the project requirements on time and on budget
- Assists both client and internal team members to define and prioritize build needs, requirements and tasks in order to successfully meet business goals
- Assists client in recognizing additional business needs outside of current scope and introduces and leverages additional organizational services, products or expertise to meet those needs to make the client successful
- Mentors and assists onboarding new project managers in internal processes systems and client relationship management
- Maintained schedules to meet key milestones at every project phase.
- Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.
Grand River Interactive, Ann Arbor, MI
Senior Project Manager, Program Manager
08.2011 - 08.2015
Job overview
- Successfully manages ecommerce builds for mid- and large- market organizations
- Ensures scope, budget, development and quality needs are met for complex ecommerce builds including multi-site builds
- Builds project plans and schedules according to project requirements then executes the project plan managing a variety of team members and stakeholders to meet the project requirements on time and on budget
- Assists both client and internal team members to define and prioritize build needs, requirements and tasks in order to successfully meet business goals
- Assists client in recognizing additional business needs outside of current scope and introduces and leverages additional organizational services, products or expertise to meet those needs to make the client successful
- Mentors and assists onboarding new project managers in internal processes systems and client relationship management
- Maintained schedules to meet key milestones at every project phase.
- Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.
Denison Consulting, LLC, Ann Arbor, MI
Director of Learning and Development/ Sales and Marketing Coordinator
04.2008 - 08.2011
Job overview
- Successfully developed and deployed an online elearning workshop aimed at Denison's global clientele to educate them on the Denison Solutions quickly and conveniently - includes self-paced online content as well as live discussion-based webinars
- Development and maintenance of client facing marketing package including product brochure, case study and research series, folder materials to increase brand image in market place and to support clients and consultants
- Successfully designed, wrote and developed comprehensive online eResources: Consultant Essentials Tool Kit - offers consultants and clients the tools they need to provide the most timely, accurate, and useful information when using the Denison Solutions
- Easy-to-use and navigate, this 'tool kit' allows access to the best research, presentations, guides, and other resources Denison has to offer
- This system includes marketing and sales support, solutions selling support and project/account management support; The Getting Culture Survey Getting Started Guide - a guide to help clients understand their results and turn those results into action within their organization
- Implemented new social media platform (wiki) to aid in the collaboration, communication and document/information archiving for diverse group of consulting partners
- Trained and supported guest speakers for our monthly webinar series including supporting them with the technology and helping design their presentations
- Implemented social media platform for internal information content management, training and communication
- Implementation and maintenance of a customer satisfaction survey program to gauge the quality of service and elicit feedback from client base
- Supporting sales and account management functions in terms of support materials, event planning, and direct email marketing campaigns
- Writing and editing the organizations quarterly newsletter distributed to a database of over 5000 organizations globally
- Coordinating a group of key consultants to continually develop support materials used by our clients
- Account management for approximately eight key strategic accounts
- As part of a team, designed and developed new product (The Denison Action Planner) as part of a strategy to expand our services to our clients and support their change initiatives
- Also, worked on development of marketing, training materials, and supporting documentation for product launch
- Interviewed clients, wrote and edited series of case studies to illustrate client best practices; worked with research staff to turn academic research papers into marketing collateral
- Recruited, trained and mentored faculty and staff in best practices for instruction.
- Oversaw development and implementation of quality educational programs.
Denison Consulting, LLC, Ann Arbor, MI
Director of Client Management
08.2006 - 04.2008
Job overview
- Supervised a department of 5-7 Client Managers
- Managed numerous client accounts simultaneously; wrote proposals for Global 500 organizations; managed needs of clients throughout their survey process
- Implemented new account management process to aid in the development and sustainability of client accounts and aided in development of account managers for the department
- Developed budget, strategy, objectives and goals for department and organization as a whole
- Oversaw leadership and development initiatives for the organization including a monthly development series - Brownbag Discussion series with guest-consultants; Competitor Analysis Series; Organizational Development Series including case studies and current research in the field
- Delivered exceptional customer service through proactive communication and prompt issue resolution, leading to increased client loyalty and repeat business.
- Identified potential risks or challenges within the portfolio of accounts and developed mitigation strategies accordingly.
Denison Consulting, LLC, Ann Arbor, MI
Client Manager
05.2005 - 08.2006
Job overview
- Managed numerous client accounts simultaneously; wrote proposals for Global 500 organizations; managed needs of clients throughout their survey process
- Developed help section for proprietary software system
- Designed wrote and developed comprehensive online eResource: The Survey Process A to Z; a support tool to guide consultants and clients through the survey process including graphics, animated demos with voice over using Captivate
- Delivered exceptional customer service by proactively anticipating client needs and providing tailored solutions.
- Established trust with clients through consistent follow-up and a commitment to understanding their unique business needs.
Novations Learning Technologies, Lansing, MI
Instructional Designer/Project Manager
12.2000 - 12.2004
Job overview
- Developed and repurposed soft skills business content for a SCORM compliant web training environment for Fortune 500 companies
- Created department writing and style standards
- Worked in a team environment
- Worked with clients and Subject Matter Experts to develop e-learning content
- Successfully developed, wrote, and built an online Help system for large web-applications
- Successfully managed courseware projects and large systems-based projects
- As a project manager, developed budgets, WBS, and managed team members to build a large LCMS product/project for a major Fortune 500 company
- Presented at National E-Learning Guild Conference 10/04
- Enhanced e-learning experience by designing interactive and engaging instructional materials.
- Collaborated with subject matter experts to create accurate, relevant, and effective learning content.
DePaul University Writing Center, Chicago, IL
Writing Consultant
08.1999 - 01.2001
Job overview
- Worked one-on-one with college level students on their writing projects including giving feedback, helping to focus ideas, and summarize sources
- Worked with both native English speakers and English as a Second Language
StreetWise, Chicago, IL
Computer Learning Center Instructor
01.2000 - 08.2000
Job overview
- Developed and delivered content on basic computer skills including basic computer hardware and functionality, word processing, spreadsheets, etc for vendors of the paper
- Co-facilitated an onsite writing group
LVA-Capital Area Literacy Coalition, Lansing, MI
AmeriCorps*VISTA - Career Prep Support Coordinator
04.1998 - 07.1999
Job overview
- Supervised and coordinated the Adult Literacy and English as a Second Language tutoring programs
- Recruited and trained tutors
- Tested incoming students according to the Bader Reading and Language Inventory
- Successfully matched students and tutors and monitored progress
- Completed statistical reports for grant sources
- Librarian
- Newsletter editor
- Migrant tutor- Business writing tutor
Education
Nutrition Therapy InstituteDenver, CO
Master Nutrition Therapist
10.2020
Nutrition Therapy InstituteDenver, CO
Certified Nutrition Therapy Practitioner
06.2019
DePaul UniversityChicago, IL
Masters of Arts from Writing
02.2001
University Overview
GPA: 3.7
Michigan State UniversityEast Lansing, MI
Bachelor of Arts from English Education
08.1997
University Overview
- Minor: History
- GPA: 3.6
Skills
- SalesForce Commerce Cloud
- Salesforce Marketing Cloud
- Adobe Journey Optimizer
- Adobe Campaign Standard
- Adobe Customer Journey Analytics
- Adobe Commerce
- SmartSheet
- Atlassian JIRA/Confluence
- AirTable
- Monday
- Asana
- Microsoft Project
- Microsoft Office Suite
- Project planning
- Scope development and management
- Client relationship management
- Schedule management
- Estimate preparation
- Documentation and reporting
- Team leadership and collaboration
- Conflict resolution
- Agile methodologies
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Critical and strategic thinking
Certification
- Certified ScrumMaster (CSM) - Scrum Alliance.
Timeline
Sr Project Manager
VML
12.2022 - 03.2025
Senior Project Manager
DemandPDX
09.2021 - 12.2021
Program Manager
Gorilla Group LLC, Chicago, IL
04.2021 - 09.2021
Project Director/Director, Delivery Management
Merkle, E&C Practice
01.2021 - 03.2022
Senior Project Manager
Gorilla Group LLC, Chicago, IL
01.2020 - 04.2021
Senior Project Management Lead
Lyons Consulting Group, Chicago, IL
01.2018 - 01.2020
Senior Project Manager
Lyons Consulting Group, Chicago, IL
08.2015 - 12.2017
Senior Project Manager, Program Manager
Grand River Interactive, Ann Arbor, MI
08.2011 - 08.2015
Director of Learning and Development/ Sales and Marketing Coordinator
Denison Consulting, LLC, Ann Arbor, MI
04.2008 - 08.2011
Director of Client Management
Denison Consulting, LLC, Ann Arbor, MI
08.2006 - 04.2008
Client Manager
Denison Consulting, LLC, Ann Arbor, MI
05.2005 - 08.2006
Instructional Designer/Project Manager
Novations Learning Technologies, Lansing, MI
12.2000 - 12.2004
Computer Learning Center Instructor
StreetWise, Chicago, IL
01.2000 - 08.2000
Writing Consultant
DePaul University Writing Center, Chicago, IL
08.1999 - 01.2001
AmeriCorps*VISTA - Career Prep Support Coordinator
LVA-Capital Area Literacy Coalition, Lansing, MI
04.1998 - 07.1999
Nutrition Therapy Institute
Certified Nutrition Therapy Practitioner
DePaul University
Masters of Arts from Writing
Michigan State University
Bachelor of Arts from English Education
Nutrition Therapy Institute
Master Nutrition Therapist
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