Summary
Overview
Work History
Education
Skills
Tools
References
Timeline
Generic

Lester Antonio Amaya

Miami,FL

Summary

Results-oriented Program Manager with a decade of experience managing complex, cross-functional projects in technology and SaaS environments. Proficient in leveraging customer insights to optimize program performance and ensure alignment with executive goals. Demonstrated ability to implement scalable solutions that promote continuous improvement and yield measurable impacts on product and customer satisfaction.

Overview

10
10
years of professional experience

Work History

Program Manager (Contractor)

Microsoft
02.2024 - 07.2025
  • Facilitated collaboration with application teams to identify Copilot adoption challenges, improving accuracy of early signals and customer feedback loops.
  • Managed escalations, tool requirements, and reporting analytics through Azure DevOps, Power BI, and Excel to enhance operational excellence across M365 programs.
  • Created and maintained leadership dashboards, quarterly business reviews, and weekly KPI reports for over 20 programs, ensuring real-time visibility of OKRs and resource planning.

Senior Program Manager

ID.me
09.2023 - 12.2023
  • Directed cross-functional planning for product roadmaps and launch criteria of ID.me's identity verification tools.
  • Analyzed customer journey mapping to identify friction points, achieving 40% churn reduction through redesigned support paths.
  • Created scalable decision frameworks, including resolution paths and decision trees, for frontline support teams.

Program Manager

Meta Platforms Inc.
06.2022 - 07.2023
  • Executed full lifecycle management of URL-based harm detection programs to enhance system reliability and sustain team performance targets.
  • Delivered early integrity signals and metrics for Meta's Safety Report, informing senior leadership on trends.
  • Spearheaded program optimization initiatives, achieving a 12% performance increase and $20M in annual cost savings.

Senior Program Manager

Uber Technologies Inc.
06.2015 - 06.2022
  • Directed implementation of comprehensive CSAT-focused insights program to pinpoint product and policy friction points.
  • Drove operational and product leadership decisions via a continuous improvement feedback loop, improving customer experience.
  • Formulated high-impact SOPs that decreased time-to-resolution for frontline agents by 66%.
  • Implemented governance and communication models adopted by global operations teams that enhanced operational efficiency and safety standards.
  • Designed and scaled new QA audit systems, achieving a 78% increase in audit-per-hour efficiency.
  • Constructed insights engine to identify support bottlenecks and lower customer churn rates.

Education

Bachelor of Science - Criminology

University of West Georgia
05-2012

Skills

  • Program Leadership
  • Lean Six Sigma Project Management
  • Strategic Planning
  • Customer Experience Strategy
  • Safety & Regulatory Compliance
  • Data Analytics & Insights
  • Training & Development
  • Cross-Functional & C-Level Stakeholder Alignment

Tools

  • M365
  • G Suite
  • SQL
  • JIRA
  • Zendesk
  • Salesforce
  • Tableau

References

References available upon request.

Timeline

Program Manager (Contractor)

Microsoft
02.2024 - 07.2025

Senior Program Manager

ID.me
09.2023 - 12.2023

Program Manager

Meta Platforms Inc.
06.2022 - 07.2023

Senior Program Manager

Uber Technologies Inc.
06.2015 - 06.2022

Bachelor of Science - Criminology

University of West Georgia

Similar Profiles

CREATE PROFILE