Western University

Fanshawe College

Project Manager at Shopify

Driving the success of our loyalty integration program by overseeing the end-to-end implementation of retailer loyalty programs on Instacart’s platforms, while continually refining our GTM processes. Key responsibilities include:

- Stakeholder Engagement: Engaging daily with internal and external stakeholders to align project goals, ensure effective communication, and provide timely updates.

- Resource Planning: Partnering with engineering management to develop efficient resource allocation strategies across multiple projects.

- Project Management: Concurrently managing multiple projects, balancing priorities, timelines, and deliverables to meet both organizational and retailer objectives.

- Cross-Functional Collaboration: Collaborating daily with development managers, product teams, market strategy, and business development. Responsibilities include running weekly planning sessions and managing various cross-functional artifacts and resources.

- Efficiencies and Growth: Leading initiatives to enhance our loyalty program within the GTM space by identifying efficiencies, implementing improvements, and reducing the implementation lifecycle. This involves refining processes to scale loyalty programs, meeting growing demand without significantly increasing development resources, and increasing the number of launches each quarter.

Instacart

Senior Technical Project Manager

Supported the launch of ESPN Bet, a groundbreaking sports betting platform across 15+ U.S. states from a production readiness standpoint. This included navigating our teams through highly regulated and high-stakes environments. Beyond managing regulatory intricacies, I actively engaged with stakeholders, including C-suite executives, by leading various strategic meetings. My role extended to driving clear goals, actions, and deliverables, tackling risk mitigation and issue resolution. Additionally, I was responsible for maintaining detailed timelines, decision logs, and risk logs. Some key areas within my area of focus included:

- Measuring, tracking, and ensuring our contractual SLAs were met
- Working with stakeholders on timelines and deliverables
- Development and execution of multi-market launch planning

theScore

Oversaw a portfolio of technical programs and projects largely within the B2B revenue technology space. This portfolio consisted of medium to large-scale projects with multi-million dollar budgets and large cross-functional project teams. I have a substantial amount of experience with both end-to-end project management and stepping in to clean up and deliver on previously off-track projects. My portfolio included a variety of SaaS platforms. I recently played a significant role in the reimplementation and deployment of Salesforce at Shopify, key areas of success included:

- Reducing data volume by 90%
- Updating data models to better reflect how accounts are structured
- Improving UX
- Creating a foundation that’s built to scale

This project involved substantial data migration and integrations with third-party platforms like SalesLoft and LinkedIn, necessitating extensive vendor management. My role included developing prioritization frameworks, facilitating meetings for our 30+ member project team, and driving clear goals, actions, and deliverables. I also tackled risk mitigation and issue resolution, while maintaining detailed timelines, decision logs, and risk logs.

Shopify

Senior Technical Program Manager

Managed technical programs within our Customer Experience RnD org to ensure our Customer Service Reps had the tools they needed to best support our customers. Areas of focus included:

- Continuously improved our digital engagement center, which was built on Twilio Flex. This included customized workflows for different user roles for speedy access to relevant customer information for our reps, integrated sales funnels, and AI-powered chatbots that handle common inquiries
- Customer authentication and call back solutioning
- Customer facing help-center tooling

Results included:

- Reduced wait times for our customers
- Reduced overall handle times
- Higher customer satisfaction ratings 
- Significant increase in the utilization of self-serve options, resulting in higher-impact conversations like up-sells and cross-sells

The programs I oversaw demanded continual project planning, coupled with meticulous management of internal and external stakeholders and vendors. This involved active collaboration with colleagues from diverse sectors, such as development, product, marketing, and leadership teams. The projects under my purview made significant use of various SaaS platforms.

Technical Project Manager

Organized  recruitment-focused projects, such as the implementation of interview scheduling templates for recruiters. This allowed for candidates to schedule (or re-schedule) interviews on their own without having to contact their recruiter. As a result, this allowed recruiters to spend more time on higher impact activities.  Was also responsible for standard recruitment activities such as recruiting and hiring for R&D teams, with an average offer acceptance rate of ~89% and filling 20-24 technical roles per quarter.

Talent Acquisition, Projects

Leveraging diverse project management methodologies, I've successfully driven project delivery in line with set costs, timelines, deliverables, and scope. This responsibility involved meticulous project planning, the management of a wide range of stakeholders - internal, external, and notably, executives from top North American B2B retailers. My role also included coordinating with various teams across design, development, and marketing departments. I've orchestrated the launch of several web-focused projects using platforms like Adobe Commerce, Shopify, and third-party integrations such as CRMs (like MS Dynamics), payment gateways (such as Stripe), and tax compliance software (Avalara). These experiences have granted me deep insights into the B2B landscape. Alongside the externally-focused projects, I've managed a series of internal initiatives, including the establishment of an internal documentation system, performance appraisal tools, and applicant tracking systems.

Chris Craigman