Rachel T. Carretta

Lead Program Architect and Sr. Program Manager, responsible for implementing the Knowledge-Centered Service (KCS) program at Workday Global Support, fostering knowledge-sharing and continuous improvement across 6 global domains

• Design and lead Global Workday Support KCS architecture, driving knowledge-sharing and self-service for 700+ support team members and 10,000 customers
• Manage AI implementation, KCS Champion cohort programs, and optimize support processes using data insights, training, and change management
• Lead KCS Council, Coach, and Knowledge Domain Expert programs across 6 domains, ensuring continuous improvement and adoption
• Spearhead AI integration to optimize workflows, case management, and self-service, while also developing a microlearning program to enhance knowledge retention
• Oversee the design and delivery of Support Learning Series seminars for 50+ leaders, manage KCS workflows, and direct key programs like Salesforce Knowledge enhancements and process improvements
• Foster relationships with 300+ analysts and leadership, driving alignment with business strategy
• Track key metrics, OKRs, and program effectiveness, ensuring continuous improvement in knowledge-sharing and support operations
• KCS Program Implementation & Adoption: Design, launch, and scale Workday’s Global KCS program, reducing case volume for 300+ analysts and improving knowledge-sharing efficiency
• KCS Leadership Programs: Create and implement 4 Knowledge Cohorts, including the KCS Coach, Knowledge Domain Expert, and KCS Council programs, strengthening knowledge expertise and engagement
• AI-Enhanced Knowledge: Lead 3 AI integration programs, improving self-service capabilities and case deflection rates, positively impacting over 10,000 customers
• Microlearning Content Strategy: Develop a microlearning content creation program, empowering 220 analysts to produce instructional videos that enhance knowledge retention
• Data-Driven Optimization: Partner with reporting teams to design and maintain knowledge-specific OKR and KPI dashboards in Tableau and Salesforce, enabling real-time insights and driving program improvement

• Served as the SME for access provisioning, ensuring SOX compliance through internal audits
• Led cross-functional IT and business initiatives, driving successful software implementations, process improvements, and communication strategies
• Directed initiative to achieve 100% accuracy and relevance for Service-now knowledge base as company’s first KCS, IT Knowledge/Documentation Manager
• Resulting in increased efficiency and elimination of hundreds of IT tickets
• Achieved a 40% reduction in request lead time by consolidating key processes and enhancing IT-business communication, resulting in increased satisfaction and fewer support tickets
• Led ground-up conceptualization, planning, and launch of IT training portal with up-to-date process documentation

• Led engineering team of seven in management of multiple space-compliant, DOD programs with budgets of up to $1M
• Communicated progress to customers and monitored technical design, risk, development, and fabrication to maintain project scope and ensure continuous alignment with strategic business objectives
• Earned promotion to Program Manager within three months of hire through demonstrated abilities in leadership, learning, and customer relationship development