Josh MacNeill

Oversaw a comprehensive product roadmaps, balancing customer needs, business goals, and technology capabilities. Enabled cross-functional teams to prioritize and execute initiatives effectively. Fostered strong relationships with leadership, software teams, and call center partners to ensure successful product launches and continuous improvement. • Managed a portfolio of strategic projects with cross-functional impacts across Global Customer Operations. • Managed the retirement of 3 tools used by 12k global end users at 20 call centers, leading to a 10% decrease in AHT. • Drove and communicated program health via Monthly and Quarterly Business Reviews and OKR tracking. • Worked with localization contacts to translate content into 15+ languages for call center applications. • Led weekly leadership meetings focusing on prioritization, resourcing, and critical issues. • Managed the retirement of a critical legacy tool, resulting in $9 million recovery benefits.

Managed the roll-out of new systems and provided training sessions to staff on related processes. Coordinated multiple teams to ensure accurate plans and dependencies were managed effectively. • Developed work estimates, financial budgets, and timelines, monitoring team performance. • Managed overall project plans, scope, deliverables, customer expectations, risks, and quality. • Managed roll-out of new system to track hours and pay of lawyers at a top law firm in New York. • Worked with Harley Davidson on a new POS system roll-out to all their stores worldwide. • Oversaw design, test, and architecture teams on deployment efforts.

Managed and led multiple projects, overseeing vendors and consultants. Successfully collaborated with Near Shore companies on various projects including UX, design, and development. • Created and executed project documents such as Statements of Work (SOW) and Requests for Proposals (RFP). • Designed and implemented communication plans, regularly reporting project status to stakeholders. • Drove multiple concurrent projects from proposal through final delivery. • Led the redesign of the company website, focusing on content and social strategy.

Managed Microsoft Windows properties for Ascentium (acquired by Smith) including project scope, timeline, and budget in alignment with company objectives. Liaised between senior management, project team members, and clients to ensure effective communication throughout projects. Coordinated resources across multiple departments and teams to ensure successful project completion. • Lead team of Project Managers on multiple Microsoft initiatives across various platforms. • Managed $1.5 million across Microsoft sites. • Managed redesign of Windows Media Center site, increasing site traffic by 60%. • Coordinated localization/globalization of Microsoft Windows 7 sites in over 50 locales.