Michelle Murff

Program Responsibilities: • Coordinated remote planning activities, held teams accountable to milestones, cleared roadblocks and assessed risks delivering initiatives on time across Marketing, Product, Design, Engineering, and Customer Service. • Drove enterprise-wide organizational change by designing and implementing Jira-based PMO integrations, improving process consistency, transparency, and cross-company visibility, and accelerating time-to-market by 30%. • Leveraged AI to streamline communication channels among teams, enhancing collaboration and improving stakeholder engagement from the c-suite through individual contributors. • Drove daily metric reviews ensuring product releases trend favorably and identify areas of improvement post-launch. • Led relationships with external vendors and internal stakeholders to ensure alignment with strategic objectives. • Built Tableau dashboard-driven KPI reporting that improved transparency and reduced cross-departmental blockers. Program breadth: • Integrated 52 proprietary LLMs into an existing student learning platform increasing engagement and customer satisfaction, coordinating efforts across product teams, design, Machine Learning Engineers, LLM vendor and content quality and other stakeholders. • Directed cross-functional stakeholders across product, design, marketing and engineering to merge 3 distinct brands into a unified core brand, strengthening organizational consistency and clarity. • Coordinated integration of customer support platforms, including omni-channel contact tool, text analytics, quality assurance, and a proprietary CRM to support 2 million customers annually. People Leadership: • Led a global team of program and technical project managers, holding the teams accountable to timelines, deliverables, communication strategies and stakeholder engagement. • Hired, trained, coached, mentored, developed new employees to become successful members of our program management team.

• Launched hybrid onboarding program for 300+ internal and vendor reps, boosting retention by 30%. • Implemented new evaluation frameworks, improving test scores and customer service representative learning outcomes by 15%. • Built and maintained internal/external knowledge bases, streamlining access to accurate and evolving content to drive consistency across 2 million customer interactions annually. • Coached vendor and in-house leaders to resolve disputes promptly increasing customer satisfaction, maintaining open lines of communication, and ensuring high-quality service delivery. • Led a team of 5 quality and training professionals and built a strong culture focused on employee engagement, collaboration, and continuous learning opportunities. • Partnered with SMEs to design custom training, ensuring alignment with evolving business needs.

• Designed and developed instructional materials supporting employee learning and development. • Partnered with SMEs to ensure training content was accurate, engaging, and impactful.

• Created instructional content and facilitated training programs to enhance employee performance. • Worked with leadership to identify skills gaps and deliver targeted learning solutions.