Ranvir Singh
Cupertino,CA
Summary
A seasoned Senior Program Manager with over 20 years of expertise in leading and enhancing product development, demonstrating a results-oriented approach. Holds a record of managing end-to-end project delivery, from requirement identification to successful deployment. Proven ability to bridge technology and business goals to provide solutions that support strategic growth and stakeholder satisfaction. Exhibits a solutions-oriented mindset, backed by an in-depth understanding of the organization's strategic vision. Talented professional considered knowledgeable leader and dedicated problem solver. Attentive to detail with experience in coordinating projects, programs and improvements.
Overview
21
21
years of professional experience
Work History
Head of Global Knowledge (KCS) & Coveo Administrator
Synopsys Inc
Sunnyvale, CA
01.2022 - Current
- Directed global knowledge management strategies, optimizing AI-driven search platform (Coveo) and community forum maintenance.
- Activated dynamic Knowledge-Centered Service KCS program. Enhanced knowledge management practices, internal training, and community engagement, leading to significant improvements.
- Created KCS audit processes and Playbooks for coaches.
- Leveraged deep understanding of customer needs to deliver effective knowledge management solutions.
- Championed quality focus, proactive skill acquisition, and process improvement, driving team growth and business impact.
- Produced comprehensive reports, providing actionable findings and recommendations.
- Built a high-quality coaching program for 17 coaches to work with global support team Engineers. Mentored KCS Coaches (Support Engineers) , fostering professional growth and development.
- Launched Lessonly training, and hired and trained technical writer.
- Led Knowledge Base marketing initiatives.
- Enhanced search capabilities with Coveo by improving Machine Learning & adding additional resources, Zoomin docs.
- Doubled support community visitors.
- Increased case deflection, reducing support team load.
- Enhanced resources, boosting self-service success.
- Worked on other projects, Customer Data Security and Boosted security measures and trained support Engineers.
Senior Program Manager of Business Systems and Operations
Stanford University
Palo Alto, CA
01.2007 - 01.2022
- Managed global support for 200K+ Stanford alumni, donors, and 668 staff across various functional areas.
- Oversaw system lifecycle, including planning, installation, education, and optimization for critical applications.
- Acted as liaison between development and business stakeholders, improving technical solutions and efficiency.
- Provided department leadership, including team development, strategic planning, budgeting, and systems implementation.
- Defined vision and roadmap for customer support engagements.
- Addressed bottlenecks, managed escalations, balanced business needs and technical constraints.
- Collaborated with stakeholders to deliver technological solutions in line with launch timelines.
- Regularly communicated with senior management on status, risks, and change control.
- Led installation and launch of Stanford Alumni Zoom channel, hosting 1,000+ events, saving $7K/month.
- Collaborated cross-team to develop solutions based on stakeholder needs, aligning end-to-end processes.
- Refined system documentation, improving efficiency and customer satisfaction.
- Led technical programs, setting priorities, leading cross-functional teams, and fine-tuning programs.
- Managed multiple projects to operationalize and scale policy enforcement and customer support.
- Managed maintenance to resolve issues and promote continuous improvement.
- Conceptualized, designed, and implemented solutions, responsible for technical architecture.
Enterprise Program Manager & Support
Stanford University
- Led transition of 20+ applications and team restructuring to create a centralized department, increasing stakeholder satisfaction and efficiency.
- Centralized system documentation, forms, and processes to support workload efficiencies.
- Provided end-user system training and assistance for all supported applications.
- Facilitated cross-systems training to create knowledge and expertise redundancies.
- Partnered with teams to conduct needs assessments and identify capability gaps.
Education
Bachelors of Science - Computer Information Systems
Golden Gate University
01.2004
Associate of Science - Business Computer Applications
Yuba College
01.2000
Skills
- Knowledge Management
- Program & Project Management
- Cross-Functional Collaboration
- Multiple Priorities Management
- Stakeholder Engagement
- Team Building & Mentoring
- Process Improvement
- Change Management
Professional Development
- KCS v6 Practices Certification, KCS in Action 2022
- Networking Technologies Certificate of Completion and Training
- Agile Certified Scrum Master, Scrum Alliance 2016
- Participant of Stanford Talent Development Program
Timeline
Head of Global Knowledge (KCS) & Coveo Administrator
Synopsys Inc
01.2022 - Current
Senior Program Manager of Business Systems and Operations
Stanford University
01.2007 - 01.2022
Enterprise Program Manager & Support
Stanford University
Bachelors of Science - Computer Information Systems
Golden Gate University
Associate of Science - Business Computer Applications
Yuba College