Vince Luckey
Front Royal,VA
Summary
Accomplished Program Manager with a proven track record at S&P Global - Carfax, Inc., excelling in strategic planning and problem-solving. Spearheaded major initiatives, enhancing operational efficiency and stakeholder satisfaction. Skilled in data analysis and team leadership, adept at driving project success and fostering strong relationships. Achieved significant improvements in program adoption and customer engagement.
Overview
18
18
years of professional experience
Work History
Program Manager
S&P Global - Carfax, Inc.
04.2018 - Current
- Designed, implemented, and now oversee every aspect of a high-impact programs that serves over 50,000 businesses and agencies, and half of all vehicles in the U.S.
- Responsible for the full program lifecycle, managing sales, service, technical support, analysis and reporting, marketing and public relations
- Drive partner acquisition, engagement, and retention, ensuring seamless onboarding and ongoing satisfaction.
- Develop and implement strategies to maximize adoption and usage within target audiences.
- Data analysis to measure KPIs and gain new insights, playing a critical role in business operations and decision-making.
- Develop comprehensive project roadmaps by aligning stakeholder goals and market trends.
- Build strong relationships with stakeholders for collaborative project success, and coordinate cross-functional teams to enhance workflow efficiency.
Manager, Product Support and Data Escalations
S&P Global - Carfax, Inc.
10.2006 - 04.2018
- Led initiatives to improve operational efficiency, productivity, resolution time, and customer satisfaction.
- Key advisor to onboard, process, verify, and display data from sources, to ensure accuracy, quality, and reliability.
- Collaborated with multiple departments to enhance policies, compliance, and customer engagement strategies, and successfully led multiple high-impact projects, driving their adoption and improving overall business performance.
- Spearheaded major system improvements, including CRM transitions, fraud prevention tools, and digital self-service enhancements, reducing support volume and increasing automation.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives, managed and motivated employees to be productive and engaged in work, and implemented training programs for enhanced employee skills.
- Streamlined communication processes to foster transparency among departments.
- Developed and maintained relationships with customers and suppliers through account development.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Highest point of escalation for all customer disputes.
- Custodian of Records, Corporate Representative, and Expert Witness for all data-related legal matters.
- Increased productivity by over 100%, reduced customer support cases by 109%, reduced response times by 86%, and increased company's BBB rating from B- to A+.
Education
Bachelor of Science - Business Management
Almeda College
01-2004
Skills
- Problem-solving
- Project management
- Strategic planning
- Process improvement
- Team leadership and direction
- Decision-making
- Data collection, analysis & research
- Proficiency in MS Office, Excel, SQL, R, AWS tools, and other analytics suites
Timeline
Program Manager
S&P Global - Carfax, Inc.
04.2018 - Current
Manager, Product Support and Data Escalations
S&P Global - Carfax, Inc.
10.2006 - 04.2018
Bachelor of Science - Business Management
Almeda College
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