Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Affiliations
References
Timeline
Generic

Sarah Everhart

Burbank,CA

Summary

Dynamic Program Manager with 11 years of experience driving projects to successful completion while maintaining top-quality standards. Proven expertise in customer service, multitasking, and time management, ensuring each client interaction is positive and impactful. Known for a systematic approach and big-picture thinking that fosters team collaboration and engagement. Aiming to contribute strategic insights and leadership skills to a growth-oriented organization.

Overview

27
27
years of professional experience
1
1
Certification

Work History

Director, Program Manager, Executive PMO

ServiceTitan
Glendale, CA
08.2020 - Current
  • Improved the customers' engagement experience with the One Service Experience program, which resulted in sustained improvements in the Net Promoter Score and reductions in negative social sentiment.
  • Led the Pricing Integrity (PI) program during a critical transition, ensuring seamless delivery to customers despite joining mid-way; proactively addressed operational challenges, and escalated issues for resolution.
  • Managed the development and piloted a flexible pricing program, leading to a broader rollout to address cost increases, enable annual renewal uplifts, and allow for product-specific adjustments, while refining sales strategies and optimizing close rates with new and existing customers.
  • Drove the successful launch and direction of the CJT program, navigating ambiguity, and aligning stakeholders across multiple moving pieces.
  • Launched the Titans for Change: Prometheus Award to recognize ServiceTitan customers who demonstrate leadership and philanthropy, strengthen customer relationships, inspire industry growth, and enhance the brand’s commitment to social responsibility and community impact.
  • Demonstrated strong project management skills by balancing strategic oversight with attention to detail, ensuring team progress, and timely execution of key initiatives.
  • Collaborated cross-functionally as a utility player, defining program scope, ownership, and decision-making structure to drive clarity and alignment across teams.
  • Collaborated with executive-level leadership and program stakeholders to develop scopes, implement project plans, achieve organizational goals, and complete projects in a timely and effective manner.
  • Coordinated resources across departments to maximize productivity levels.
  • Collaborated with senior leadership to set long-term objectives for the company.
  • Delegated work to staff, setting priorities and goals.
  • Promoted a culture of innovation and encouraged staff to contribute ideas.
  • Used strong issue-resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Assessed employee performance against established benchmarks or targets.
  • Recruited, trained, supervised, evaluated and mentored staff members.
  • Created detailed plans outlining timelines, goals, staffing needs and other requirements for projects.

Program Manager, Executive PMO

ServiceTitan
Glendale, California
02.2019 - 08.2020
  • Drove the company's top Customer Experience and Outcomes Program, identified and addressed significant product and service gaps, including workarounds. Worked cross-functionally to improve customer experience, reduce manual effort, and enhance operational efficiency, ultimately driving improved retention, referrals, and organic revenue growth.
  • Managed the strategic initiatives portfolio, monitored, and communicated initiative statuses with the executive leadership team and companywide stakeholders.
  • Revamped the customer onboarding process in the Onboarding Reimagined program, identifying and addressing scalability issues with the custom approach, which led to delays, an aging backlog, and an unsustainable workload for the team, mitigating a significant financial risk to the business.
  • Onboarded and implemented a marketing automation tool, enabling scalable marketing growth, and streamlined processes for improved efficiency.
  • Successfully led a program to open a new Southwest office, expanded the technical support talent pool by recruiting seasoned SaaS professionals, and established Support as a long-term career path.
  • Collaborated with teams across departments to develop effective strategies for executing programs.
  • Worked with cross-functional teams to achieve goals.
  • Updated and maintained databases with current information.
  • Mitigated business risks by working closely with staff members and assessing performance.

Project Manager

Intuit Inc
Los Angeles, California
08.2012 - 11.2018
  • Launched One Intuit Help System into Desktop and Online products reaching over a million customers
  • Worked with multiple business units across several locations to deliver a self help product to improve customers help experience in community, agent support, and self help
  • Boarded a new tax and e-filing solution and related processes to the primary agent CRM and supporting team processes
  • Partnered with Tax organization to deliver a Self Help Plugin widget to Self Employed customers
  • Spearheaded and drove the CEO Care Awards for its first 3 years across all Intuit care organizations and timezones around the globe
  • Planned and built the nomination and vetting process, drove the communication plan, prizes, awards, and live CEO and broadcast to all site locations
  • Worked directly with Product Managers, Technology, Leadership, and key stakeholders to achieve delivery of the organizations priorities
  • Partnered with cross functional teams to create, manage, and improve the Customer Success annual and quarterly planning process
  • Produced weekly dashboard reports, documents, and milestone updates for Leadership and key stakeholders on program progress
  • Conducted interviews with key business users to collect information on business processes and user requirements
  • Managed testing cycles, supported test plan creation, coordination and execution of user acceptance testing, and formal go or no-go criteria and sign-off
  • Documented business processes and analyzed procedures to see that they would meet changing business needs
  • Conducted knowledge sharing sessions to capture 'Lessons Learned' to include in process improvement
  • Defined clear goals, outcomes, and targets and communicated them to other team members
  • Set project timelines and kept teams on task to complete milestones according to schedule
  • Monitored timelines and flagged potential issues to be addressed
  • Conducted meetings with clients to determine project intent, requirements, and high level timelines
  • Collaborated with Product Managers to develop scopes and implement project plans

Program Manager, Payments Field Support

Intuit Inc
Woodland Hills, California
08.2011 - 08.2012
  • Launched the Maser Merchant platform structure into the Operations and Support organization
  • Partnered with Revel POS systems to develop a support strategy for the new product launch
  • Enabled the seamless delivery of new and enhanced offerings for the Operations team
  • Defined the strategy, impact analysis, launch readiness, and lifecycle support for new offerings and technology platforms
  • Identified and delivered process improvements
  • Managed the operational aspects of our relationship with partners
  • Lead recurring and run the business activities that support and improve the customer experience

Payments, New Accounts Manager

Intuit Inc
Woodland Hills, CA
10.1997 - 08.2011
  • Partnered with engineers an PM to build and onboard the new accounts records management to a new tool
  • Defined requirements, managed the user acceptance testing and planned all launch related activities for the new records management tool
  • Met with each team member to establish SMART goals for developmental and business outcomes
  • Worked with the new accounts team to identify and improve processes to maximize efficiency and new account output
  • Obtained credit records from reporting agencies
  • Collaborated with the compliance department to ensure Payments process compliance
  • Interviewed, hired, trained and directed new employees during department orientations and business acquisitions
  • Scheduled and assigned daily work and activities for boarding of new customers
  • Reviewed customers business history, credit, financials and risk worthiness in the underwriting process
  • Worked closely with Underwriting to mitigate risk to the business
  • Worked with partner bank to pending accounts to gather additional documentation when needed to support the requirements for approval

Education

High School Diploma -

William S. Hart High School
Newhall, CA
01.1995

Los Angeles Pierce College
Woodland Hills, CA

Skills

  • Project Management
  • Agile
  • Confluence
  • SmartSheets
  • Google Suite
  • MS Office
  • Time Management
  • Process Improvement
  • Payments Knowledge
  • Interpersonal Skills
  • Communication Skills
  • Staff Management
  • Customer Obsessed
  • Strategic Planning
  • Detail-oriented
  • Work ethic
  • Team player
  • Problem-Solving
  • Goal-oriented
  • Positive
  • Friendly
  • Project tracking
  • Systems implementation
  • Workforce training
  • Schedule management
  • Cross-functional coordination
  • Conflict management
  • Coaching and mentoring
  • Meeting facilitation
  • Progress reporting

Certification

  • We Care & Give Back Chair from 2006 - 2012
  • Intuit - Idea Jam Grand Prize Winner
  • Styles of Influence
  • Leading at Intuit training
  • Quickbooks training
  • PMP Workshop

Accomplishments

  • Founders Club Award
  • Billion Dollar Builder Award

Affiliations

  • Titans for Change Co-Chair 2019 - present

References

References available upon request.

Timeline

Director, Program Manager, Executive PMO

ServiceTitan
08.2020 - Current

Program Manager, Executive PMO

ServiceTitan
02.2019 - 08.2020

Project Manager

Intuit Inc
08.2012 - 11.2018

Program Manager, Payments Field Support

Intuit Inc
08.2011 - 08.2012

Payments, New Accounts Manager

Intuit Inc
10.1997 - 08.2011

High School Diploma -

William S. Hart High School

Los Angeles Pierce College

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Sarah Everhart