Leigh Ann Dickens
Greensboro,NC
Summary
Creative Senior Program Manager with exceptional background in the tech industry. Proven success building and motivating program teams to meet project goals. Demonstrated leadership in systems implementation, program execution and process improvement engagements.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Sr. Program Manager (L6) – Voice of the Customer and Curriculum Evaluations
Amazon
09.2020 - Current
- In support of teams within Learning Experience Design, Training Delivery & Training Product Teams: Develop and maintain a standardized curricula measurement toolkit which includes frameworks, templates, scorecards, rubrics, and guidance to conduct measurement and evaluation activities for assigned projects Establish and maintain an end-to-end Voice of the Customer feedback mechanism Establish and maintain VOC dashboards including building requirements, conducting testing, implementation and conducting best practice usage tutorial sessions and office hours Analyze data to produce reports providing insights and suggestions on how to continually improve L&D training curricula effectiveness Partner with learning performance and experience program leads to improve overall performance by reviewing and actioning learner feedback and evaluation findings Partner with learning tech and analytics program leads to create L&D performance dashboards including requirements, user experience testing, and data validation Onboarding of new tools: product research, cost analysis, writing of proposal documentation, admin training and serving as subject matter expert
Vendor Manager, Insurance Officer
Truist Insurance Holdings
06.2019 - 09.2020
- Identify and manage vendor risks per the Enterprise Vendor Management policy and guidelines Create, streamline, and document business unit specific processes, compliance reports and standard operating procedures, as required, to support the Corporate Vendor Management Program Implement vendor performance management framework (e.g., scorecards, improvement plans) Perform ongoing vendor monitoring such as call monitoring, review of Vendor Service Organization Control (SOC) reports (formerly Statement on Standards for Attestation Engagements (SSAE) 16) and Service Levels Tracking/remediation Work with the second line of defense (e.g
- Operational Risk Management (ORM), Compliance) to ensure corresponding risks are being managed and mitigated per second line expectations Coordinate vendor risk reviews across second line of defense, IT Risk Management functions Develop and effectively execute on vendor contingency and termination/transition plans Lead and participate in Vendor Business Continuity planning and testing Serve as vendor escalation point for vendor issues and risks Participate in vendor onsite inspections Communicate overall relationship health and vendor performance to Business Unit Manager and Senior Leadership Facilitate sourcing and contract requests to Enterprise Spend Management (ESM) on behalf of business unit Initiate and manage contract renewal and execution activities Assist with negotiations and decision making on contracts, Master Agreements, and/or Statements of Work Coordinate financial and business approval activities including business case development, tracking and governance Ensure contract compliance for documented terms and conditions Identify and implement cost optimization opportunities Operate and deliver results in a highly matrixed, integrated team environment
Training Program Manager
American Express
01.2003 - 01.2019
- Led a team of an exempt team of learning professionals delivering sales training to a global workforce Responsible for the launch of global sales initiatives and executing global training strategy Coaching & Development and Performance Management Goal Setting Ensured integration of Customer First and Value Generation Reporting and Analytics using American Express reporting platforms, Microsoft Office suite (Excel, Word, Power Point, Project, Visio) and Tableau End to end project management Collaborated with global business partners to drive revenue ($500MM revenue generation in 2018) Recruiting, hiring, and on-boarding of new team members
Sr. Business Systems Analyst
American Express
- Global new-hire target setting for tenured and new-hire Customer Care Professionals Global performance data analysis and reporting for tenured and new-hire Customer Care Professionals Instructional Design project analysis phase Collaboration with the global leadership team on strategy, trending, and target setting Coaching and mentoring direct reports and colleagues Building reporting and analytics tool Ensuring cost saves through reporting automation and system builds
Project Manager – PMO
American Express
- End to end project management of global reengineering projects and configuration moves Facilitated and managed relationship with key stakeholders Established performance targets for each project Conducted reporting & analytics analysis to determine success of the project Communicated key milestones regularly to senior leadership Mitigated risks at each project phase Established requirements, built, and implemented a reporting & analytics intake tool for project and reporting requests Built, maintained, and reported on capacity and resourcing as well as forecasted future availability of the staff which included partnering on an automated reporting solution Assisted in creation and presentation of quarterly BURs (Business Unit Reviews) to Senior Leaders Assisted in establishing and prioritizing “wish list” project items and reporting and analytics strategy Attended weekly leadership calls to receive and deliver updates regarding certification targets, risks, and watch outs Reporting and Analytics using American Express reporting platforms and Microsoft Office suite (Excel, Word, Power Point, Project)
Education
Master of Business Administration - Human Resource Management -
Strayer University
B.A. Political Science -
University of North Carolina – Greensboro
Skills
- Customer Obsession
- Project Management
- Program Management
- Reporting and Analytics
- Communication & Organizational skills
- Leading and partnering with cross-functional teams
- Driving results
- Leading global teams
- Leading virtual teams
- Sales and service training
- Sales Enablement
- B2B
- Adult Learning Methodology
- Proficient use of project management tools including Jira, Microsoft Project, One Note, Asana, Quip, Amazon docs, Microsoft excel and word
- Procurement/Contract Negotiations/Risk & Governance/Vendor Management
Certification
American Express & Harvard Certificate in Leadership Excellence
Timeline
Sr. Program Manager (L6) – Voice of the Customer and Curriculum Evaluations
Amazon
09.2020 - Current
Vendor Manager, Insurance Officer
Truist Insurance Holdings
06.2019 - 09.2020
Training Program Manager
American Express
01.2003 - 01.2019
Sr. Business Systems Analyst
American Express
Project Manager – PMO
American Express
Master of Business Administration - Human Resource Management -
Strayer University
B.A. Political Science -
University of North Carolina – Greensboro
Similar Profiles
Lieszel WolfgrammLieszel Wolfgramm
Fulfillment Center Associate at AmazonFulfillment Center Associate at Amazon
Ethan AlcornEthan Alcorn
Transportation Manager II at AmazonTransportation Manager II at Amazon
Morena ArandaMorena Aranda
Learning at AmazonLearning at Amazon