Johns Hopkins Whiting School of Engineering

The Johns Hopkins University

Stevenson School

Sr. Technical Program Manager @ Remind

San Francisco, California, United States

Remind, the leading communication platform in education, helps educators reach students and parents where they are. We connect the people and resources that help give every student the opportunity to succeed.

I'm continuing to flex my Program Management skills with a new focus: Product Management and building and improving Internal Tools. Last year, I PM'd a tool that reduced the average time of a process by 90%, and am now working on making that kind of impact on our implementation and support operations workflows.
            

    
    

    
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Remind

Senior Technical Program Manager - Product Management and Internal Tools

I joined during a time of unprecedented growth for Remind, and started as a Program Manager focusing on Customer Success. I established an Onboarding Program for our Scaled CS Segment and managed a team of 3 Onboarding Specialists, and encouraged data-driven decision-making through cancellation tracking, standardized processes, and kicking off an NPS Survey Program.

Over the last 2 years, I've stepped out of CS and now work cross-functionally on a wider array of initiatives. I've become a subject matter expert on how our systems connect. I've expanded customer surveys into a Voice of the Customer program and use this feedback to work with Product to build customer-centered enhancements. I've also been the PM for our internal tools - and successfully launched a new tool that has increased one team's efficiency 8x.

In 2022, I managed Remind's Rebrand. We launched a new logo and new look and feel, which necessitated a bunch of changes. I basically kept track of all of the moving pieces (from website design to marketing campaigns, new swag to customer-facing documentation) to ensure that we had a successful launch on April 21st.
            

    
    

    
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Program Manager

Truework is changing the way private information is verified during loan applications, home purchases, and employment screenings. We also help innovative HR teams automate their employment verification process and saves them time - while at the same time making employee data more secure.

As an Ops Manager, my job was to make sure the Operations Team has the tools, capacity, and processes to complete these verifications quickly and accurately. I worked on a variety of projects - I helped the Customer Support team by building any tools they need to operate successfully, was the CSM/AE/Ops/Implementations for a pilot program with another company, and moonlighted as the one-member Quality Improvement team!
            

    
    

    
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Truework

Operations Manager

Motion's aim was to change the way we think about musculoskeletal care through team-based, interactive care but wound down in Spring 2019.

As a Care Advocate, I believed that every aspect of patient care should be seamless, and I worked to build the tools that would allow that. That meant that I interacted with patients on front-lines while also getting to build the infrastructure to support patients long term.

During my tenure, I introduced data-driven decision making to the Care team through establishing the company's Quality Improvement Program, developed in-person and app-based strategy to make our product "stickier", and wrote proposals for the tech to connect patient engagement with clinical outcomes (pain & function levels).

I also used my programming knowledge to be scrappy and connect tools via google scripts (javascript). I was the slack bot queen! 
            

    
    

    
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Motion.

Care Advocate (Operations + Process Improvement)

Alto Pharmacy aims to provide excellent healthcare to all who needed it, and I got to help build the patient experience as an early ops employee! As a Patient Care Specialist, I guided patients' healthcare journeys through prescription management and insurance expertise. When something went wrong, I resolved these issues by communicating with healthcare providers and insurance companies.

As the Operational Excellence Champion, I analyzed high-severity operational incidents and proposed any necessary changes to maintain Alto's quality of care. I also owned any relevant Engineering Feature Requests. Finally, I worked cross-departmentally to train and explain any changes to Patient Care and Pharmacy Operations teams! I contributed to a decrease in filed incidents overall of 51%, and a 67% decrease in filed high-severity incidents.

I led a Diversity & Inclusion Project during Q3 2018 in which I guided a team of writers for a series of internal Blog Posts. These were aimed at facilitating conversation about tough topics internally with the goal of increasing understanding and empathy for patients externally. I outlined goals for the project, managed logistics, and edited the posts.
            

    
    

    
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Alto Pharmacy

Patient Care & Operations

I participated in an immersion consulting project in conjunction with the Iberian Nanotechnology Laboratory in Braga, Portugal.

-  Analyzed data and drew upon primary sources to perform market analysis and competitive analysis an for innovative water purification system
-  Contacted over 100 different environmental regulators and researchers in 8 different countries to determine international reach of technology
-  The JHU MSEM Program was invited back to continue research to support the WaterNanoEnv team in 2018.
            

    
    

    
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INL  - International Iberian Nanotechnology Laboratory

Guest Consultant

I worked as a Head Teaching Assistant (TA) for Computer Ethics and Culture of the Engineering Profession, which were Writing-Intensive graduation requirements for the Computer Science and Chemical Engineering departments respectively.

-  Met weekly with the professor to help create homework assignments and course material
-  Held 2 hours of office hours each week to answer additional student questions about assignments
-  Graded every writing assignment, including Midterm Exam, Term Paper, and Final Research Paper
-  Fostered students’ critical thinking skills, encourages connection between communication and technology
            

    
    

    
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Head Graduate Teaching Assistant

- Observed four different units in order to determine the fall risks inherent in the physical space of the JHH and the culture of the Hospital
-  Created specific, implementable methods to reduce fall risks at Johns Hopkins Hospital
-  Presented methods of Fall Risk mitigation to JHH Nurse Managers, presented again to JHH Administrators

Johns Hopkins Hospital

As part of the senior Product Design course for the ChemBE department, I worked with a team to conceptualize the production of an allergen detection system that we named "AllerSee."

-  Conceptualized the production of AllerSee through existing knowledge about allergen detection through specific antibodies as well as immunochromatic protein assays
-  Utilized engineering knowledge to calculate costs and details of production

Johns Hopkins Institute for NanoBioTechnology

Undergraduate Engineer

- Worked in Institute for NanoBioTechnology at Johns Hopkins in the lab of Dr. Denis Wirtz under Post-Doctorate Researcher Yu-Tai Chang.
-  Conducted research involving how the interactions between the cytoskeleton, the LINC-complex, and the pressure of the cell’s environment affect gene expression.
-  Performed plasmid engineering, casting of polyacrylamide gels, microscopy, Western blots, Bradford assays, and maintained endothelial and myoblast cell cultures (MEF and C2C12 respectively).

Jackie Choi