Joy Reyes
Oshawa,ON
Summary
Dynamic product and change leader with extensive experience orchestrating enterprise product management and driving organizational transformation through stakeholder management, Agile delivery, and cross-functional alignment across business and technology teams.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Team Lead, Innovation & Change
BDO Canada LLP
Toronto, ON
01.2024 - Current
- Orchestrate enterprise-wide product management, implementation, and adoption initiatives for ResourceMe, BDO’s internal resourcing platform, serving as the strategic liaison between business stakeholders and development teams to align product direction with organizational priorities.
- Drive product intake and prioritization processes, influencing roadmap decisions by evaluating enhancement requests and balancing user needs, technical feasibility, and strategic business objectives to maximize product value and platform effectiveness.
- Spearhead the ResourceMe Product Committee, establishing governance frameworks, operating cadences, and stakeholder onboarding processes to strengthen product operations and cross-functional collaboration.
- Champion stakeholder engagement through governance forums, release communications, and issue-resolution initiatives to drive alignment, transparency, and enterprise-wide decision-making.
- Direct cross-functional collaboration across business, technology, and operational teams to support product releases, issue resolution, and continuous product enhancements.
- Architect scalable ServiceNow support workflows and product feedback mechanisms, creating structured processes that improve operational efficiency and strengthen the connection between user insights and product enhancements.
- Transform product enablement resources by modernizing onboarding materials, training assets, and multilingual documentation to improve accessibility and strengthen enterprise-wide adoption.
Specialist, Innovation & Change
BDO Canada LLP
Toronto, ON
07.2022 - 01.2024
- Led enterprise-wide implementation and enablement of the OneSource CRM (Microsoft Dynamics), supporting 3,000–3,500 users through structured product adoption, change management, and stakeholder engagement strategies.
- Established and optimized end-user support workflows in ServiceNow, introducing process improvements that increased user satisfaction by 30% and improved support team productivity and resolution efficiency.
- Redesigned and enhanced the OneSource Centre of Excellence SharePoint site to improve accessibility of training resources; delivered cross-functional training across multiple service lines, increasing user engagement by 20%.
- Facilitated post–project launch lessons-learned sessions and systematically incorporated user feedback into product enhancements, improving continuous delivery within the Integrated Workplace ecosystem.
Senior Manager, Business Development
Mercedes-Benz Canada
Whitby, ON
09.2018 - 07.2022
- Executed Customer Loyalty Programs, driving strategic planning and execution that resulted in a 135% increase in customer retention and significant improvements in customer satisfaction and engagement.
- Coordinated integrated marketing campaigns, developing promotional materials, launching events, collaborating with agencies, and training staff, resulting in 20% increase in vehicle sales and enhanced brand visibility.
- Managed enhancement of Sales Consultant proficiency in One-Eighty CRM by designing and delivering structured training programs and best-practice frameworks, achieving 25% increase in user maturity.
- Leveraged the Medallia Customer Experience platform to analyze customer data, identify improvement opportunities, and support targeted initiatives, contributing to a 20% increase in customer satisfaction.
Education
Graduate Certificate - Project Management
Centennial College
Bachelor of Science - Management Technology
De La Salle
Skills
- Product Management & Strategy
- Project & Program Management
- Agile / Scrum Methodologies
- Change Management
- Training & Facilitation
- Stakeholder Management
- Cross-functional Leadership
- Business Analysis
Certification
Project Management Professional (PMP)
Tools & Platforms
Microsoft Suite | Microsoft Dynamics 365 | ServiceNow | Azure DevOps
Timeline
Team Lead, Innovation & Change
BDO Canada LLP
01.2024 - Current
Specialist, Innovation & Change
BDO Canada LLP
07.2022 - 01.2024
Senior Manager, Business Development
Mercedes-Benz Canada
09.2018 - 07.2022
Graduate Certificate - Project Management
Centennial College
Bachelor of Science - Management Technology
De La Salle