Program Design & Management

My Approach

With a unique blend of methodologies, I have achieved remarkable success in creating and delivering effective programs.

Learning Program Design – Understanding how someone’s behavior needs to change and enabling them to do it.

Customer Success – Visualizing the learner’s experience and finding ways to improve it.

Marketing – Getting the right people to the right programs.

Change Management – Aligning programs with overall business goals. Ensuring programs are scalable and sustainable over time.

Needs Analysis

Cost vs. Revenue

As businesses and markets change so does the financial strategy of an organization. What once was a comfortable operating margin can quickly change and the need to reduce cost can be immediate.

When a program’s profitability is in question I consider the following areas to reduce cost or increase revenue:

  • refining target audience and delivery channels.
  • optimizing system administration.
    balancing outsourced and internal resources.
  • scaling programs to reach larger markets

Workflows

Within a complex workflow there can be multiple actors and systems interacting to achieve a desired outcome. I create workflows in order to:

  • define specific performance objectives and expectations.

  • analyze program efficiency.

  • build performance-based assessments.

Resource Allocation

Programs are often generated by a series of un-aligned decisions and out-of-date business goals. The result can often be duplicated or wasted effort across many teams.

I begin analyzing the performance of a program by identifying the people, processes, technology, and information that enable it. I include all business owners in this analysis so we can holistically see where resources are missing, being under utilized, over utilized, or are redundant.

Reporting and Evaluation

Measuring what Matters

High-level metrics like overall program health are needed to enable business decisions. User-specific metrics around an experience are needed for us to design better programs. 

I align all program metrics and KPIs with business-wide initiatives, to help leadership understand why they should by investing in the program. 

The program measurements I focus on are:

    • Satisfaction

    • Performance

    • System usage

    • Profit

Communicating Program Performance

In addition to generating reports on program health, I actively communicate program success throughout an organization. In a fast-moving environment it’s easy to forget initiatives and the success they are driving. I evangelize program performance (and the people that make it successful) so a business always knows how programs are contributing to success.

My goal is to provide instant and timely information to those that need it. I leverage APIs and reporting tools to automate and streamline reporting processes whenever possible, and build rich visuals that help others easily interpret program health.

    System Administration

    Right-fitting Technology with Business Needs

    Programs wouldn’t exist without the ecosystem of people, processes and technology that support them. My goal as a system administrator is to ensure that all of these elements work together in an efficient way.  

    I use Service Blueprint Mapping to identify strategies that improve the performance of existing systems, or identify the requirements of new systems that need to be put in place.  This is all done from the perspective of the learner/user, allowing me to visualize how technology can seamlessly integrate with their experience.

    Scoping and Alignment

    When a program isn’t performing as expected and intervention is needed, it can feel like there are many “fires” that need immediate attention. I categorize projects by the value they bring, and the effort they will take to complete. Whether it’s a quick win or a long-term strategy for improvement, my goal is to prioritize projects with the biggest return on investment.

    Delivering a successful program is often a coordinated effort across many people and teams. Once projects and initiatives have been scoped, I partner with all teams and stakeholders to coordinate effort and clearly define an expected result.