Zendesk Showcase

Role: Lead program manager

Project scope:

Lead program manager for the bi-annual product launch event, uniting all outputs including events materials, digital, campaigns, communications and video. Developed program plans and communications plans across verticles. Served as the main point of contact for all program-related needs, leading a team of five producers.

Additional program manager functions:

• Coordinated review cyles between project teams and stakeholders.
• Wrote program plans, project briefs, developed governance structures and risk escalation processes and more.
• Aligned stakeholders and leadership on the goals of the program and the success metrics for launch.
• Main point of escalation and solutions for risks and blockers effecting the program.

In addition, I was also the producer for the digital deliverables of the fall showcase including the creation four new web pages and updates to five existing pages.

Timeline: June-October 2023

Blockers:

• The video and animated blockframes for some of the product pages was not going to be ready by launch
  • Solution: Flagged the risk through the escalation funnel and developed a proposal on how to best address the problem post-launch while using relevant static images for launch.
• A miscommunication arose between the stakeholders and the event project team leading to a deliverable being created incorrectly, therefore slowing down production timelines.
  • Identified the issue with the producer over the event and worked with them and the stakeholder to identify the priority of the deliverable and the success metrics. This led to the team being able to produce a less complex version of the deliverable that still met the qualifications for launch.

Outcomes:

• All portions of the program launched successfully and on time.
• I was able to unite the team around a regular cadence of communication and updates internally. This was especially important as the work in different functional teams affected and informed each other. I also devloped a shared space to post designs so that they could be consulted freely.