The University of British Columbia

UNSW

University of Toronto

Senior Program Manager  -  Strategy & Operations (She/Her)

Leading a newly created team of Project Managers, Program Managers & Content Strategists for our Talent Solutions SaaS business focused on Digital Customer Success programs and project delivery.  
- Leverage data & insights and emerging AI technologies to deliver personalized and localized digital customer success engagements at scale. 
- Build automation and in-product digital cs experiences
- Drive scale, enhance self-serve customer experiences and strengthen holistic digital cs ecosystem.
- Partner cross-functionally to enable fully orchestrated digital customer success lifecycle experiences. 
- Identify and implement key digital CS impact metrics
- Develop team competency and confidence with emerging technologies including leveraging GenAI in the flow of project management work.

Key programs and projects: GenAI-written personalized customer recommendations, in-product digital cs engagements, in-product guidance, adoption & onboarding, data-driven behavioural campaigns, post-acquisition digital CS lifecycle orchestration, performance & impact measurement.

DIBs Leadership: ERG Global Chief of Staff (FY24)

Areas of Expertise & Interest: GenAI for Digital Customer Success; GenAI for Project & Program Management; Self-Serve and Digital Customer Success; Service Model Delivery; Digital Customer Experience & Journey Orchestration; Digital CS Ecosystem; Strategy Evolution; Metrics & Measurement.

LinkedIn

Manager, Program Management - Digital Customer Success 

Promoted to lead a team of Project & Program Managers focused on scaling up the global delivery of Customer Success for our Talent Solutions business. 

Provided program management leadership within a complex, matrixed organization, ensuring strategic alignment and contribution to key business objectives. Led end-to-end planning and delivery of customer success & experience and strategy evolution projects, from discovery & business case approval through to 'BAU' program transition to internal teams. 

Change management planning, change leadership, coaching and field enablement to ensure effective activation of programs and strategies. Strong focus on stakeholder engagement, cross-functional partnerships and internal communications. 

Areas of Interest & Expertise: Scaling Customer Success; CS Service Model Delivery; Digital Customer Success; Self-Serve; Customer Experience & Journey Orchestration; Strategy Evolution.

Manager, Program Management - Scaled Programs

Program Management of SaaS Customer Success, Self-Serve Strategy and Customer Experience projects.    

Lead holistic, end-to-end recommendation, approval, planning and delivery of operational & strategy evolution initiatives with a strong focus on stakeholder engagement, cross-functional partnerships and communications. Build & execute change management and internal enablement plans to ensure effective activation of programs and strategies.

Representation on DIBs Council, focused on Allyship Activation and Conversations.

Senior Program Manager, Global & Strategic Programs

Promoted to Lead Global Manager in recognition of high level of delivery and achievement. 
 
Completion of ‘Allyship Academy’ Program through DIBs Council.

Lead Global Customer Success Manager, Connected Enterprise + Partnerships

I led the Global Customer Success Program for our most strategic Enterprise Partnerships within our Connected Enterprise Group. Partnering with our regional customer success teams, and working alongside client executives, together we worked to ensure that their talent solutions, investments and activities with LinkedIn are creating value and delivering on strategic objectives. 

My WorkLife also involves speaking engagements, most notably with Microsoft Canada and the HRPA, presenting best practices and speaking about the Future of Work, Talent for Innovation, and Culture & Engagement.

Snr Global Customer Success Manager, Connected Enterprise + Partnerships

I worked alongside the TA and HR Leaders of our global clients to understand the unique goals and challenges of their organisations, consulted on talent attraction & acquisition practices, systems and processes, and offered solutions to enable maturity and drive value.  In addition, I managed complex integrations, product adoption, change management, education planning, and more. 

I developed and executed an effective program for our most complex global clients, and created a playbook with strategies that have been adopted across our customer success teams.  

During this time I enjoyed additional opportunities and nominations including special projects, facilitating global account planning, leading peer collaboration forums and held a Product Champion role.

Senior Customer Success Manager, Global Clients

I was brought on to build a framework for a global HR function, with a key focus on North America and Asia-Pacific. I developed policies and processes across the employment lifecycle, and established across regional teams to execute.

I partnered with the executive team and senior leaders, providing advice and guidance in areas of performance management, employee and union relations, incident & grievance investigation and internal communications.  I supported key operational reviews to align org structures, processes and talent with business strategy.  I led the successful re-negotiation of the Union Agreement in Ontario. Once a permanent HR Leader was on-boarded, I completed my contract assignment. 

The Almex Group is an international industry leader in the design and manufacture of vulcanizers and presses for a variety of industries, including mining. The Group has also developed advanced products including Android based tablets providing M2M capabilities. Almex has offices, plants and distributions located across five continents and provides product and service support to customers in 120 countries.

Almex Group

Human Resources Director

Optus

Associate Director (Acting), Talent Acquisition

As Senior Manager for the Regional Talent Acquisition function, I led a team of recruitment, reporting and systems specialists.  I had accountability for operationalising the overarching sourcing strategy as well as for all programs, systems, policies, and contractor & supplier management in the full talent acquisition lifecycle.  

My role included the execution of our recruitment value proposition to market and the development of new media and existing platforms through detailed analysis of sourcing channel performance.  I was responsible for regular reporting activities to senior business stakeholders in Australia and Singapore, and for ensuring functional delivery to key performance indicators.

With the continued transformation and regionalisation of the organisation’s operations across the Asia Pacific Region, I led the migration, integration and optimisation of the function’s HR information systems, as well as drive the alignment of contractor resourcing and recruitment programs & policies across Optus’ subsidiaries and parent company SingTel. 

Supplier and Vendor management was another key component of my role, and I was responsible for ensuring continued efficiencies and cost savings.  This included setting the supplier performance management framework, compliance, as well as the ongoing review, redesign and renewal of panels and agreements for all those we partner with in the sourcing and assessment of talent.

Senior Manager, Talent Acquisition Programs & Operations 

From a transactional support service to a strategic sourcing and partnership model, in this role I acted as an agent of change in supporting the transformation of the Optus recruitment function.  

Managing a team of recruitment specialists, and representing the engineering, product & technology divisions, our focus was to map the market, creating talent pools to resource critical just-in-time roles and those positions identified as at risk within a competitive environment. 

This position was the subject matter expert with regards to the external talent market, and included responsibility for all elements of strategic talent acquisition, including marketing of the employment brand, managing talent pipelines in line with future business objectives and ensuring senior stakeholder satisfaction and delivery to key metrics. 

The delivery of contractor & project resourcing and contractor management has been another key component of both my roles with Optus, ensuring legal and policy requirements are met.

Manager, Talent Acquisition

I was part of a small team of talent & HR specialists who established an in-house recruitment function for Staples Australia & NZ. I built a strategic sourcing team, comprised of recruiting specialists responsible for end-to-end strategic talent acquisition. My responsibilities included talent attraction, communication and engagement initiatives, as well as the development of talent pools and functional pipelines for business critical skills & capabilities. 

I held a dual accountability as the Business Partner for several stakeholder groups across Australia and for all of New Zealand. I delivered the successful execution of CRM Plan, stakeholder engagement & compliance, workforce planning through key parties to ensure alignment to sourcing activities, executive search, and ensured delivery to key quality metrics and the RPO Service Level Agreement.

Korn Ferry

Sourcing Manager, Staples Australia & New Zealand

My responsibilities included senior client partnerships, high profile accounts and preferred supplier agreements for public & private organizations in engineering & infrastructure sectors. I developed and delivered recruitment programs and processes, as well as the assessment of internal talent for key clients.  When engaged on research & consulting projects, I worked on a retained engagement model.

Randstad

Account Manager

I was recruited to join Tanner Menzies for my talent research and consulting skills. The company soon became one of 20+ specialist HR services and consulting brands acquired by Randstad in 2009.

Senior Consultant

Employed for my strong research skills, the initial focus of my role was to research key candidate markets and map target talent within a niche and competitive talent landscape. 
My role quickly progressed to include client relationship management, consulting, as well as research skills training.
Cord is a recruitment and talent consulting firm specialising in heavy engineering and industrial sectors.

Tanya Blom