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Jordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
Skills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Popular roles
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PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX•(512) 555-0193•jordan.hayes.work@email.comContact
2100 Riverside Terrace
Austin, TX 78704
(512) 555-0193
jordan.hayes.work@email.com
linkedin.com/in/jordan-hayes-pm
Core skills
- • Program & portfolio governance
- • Roadmapping & dependency management
- • Launch readiness & cutover planning
- • Stakeholder comms & exec reporting
- • Risk & issue tracking
- • Vendor & contract coordination
- • Operational metrics & OKRs
- • Agile / hybrid delivery
- • Change management
- • Budget & capacity planning
- • Documentation & playbooks
- • Cross-time-zone facilitation
- • Executive QBR & board-ready narratives
- • Incident response & postmortems
Tools & languages
- • Jira Advanced Roadmaps
- • Confluence
- • Linear
- • Notion
- • Looker
- • Figma (review)
- • Slack
- • Workday
- • ServiceNow
- • Google Sheets
- • English (native)
- • French (limited working proficiency)
Education
The University of Texas at Austin
B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
2011 — 2015
UT McCombs School of Business
Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
2019
Coursera / university partners
Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
2021
Professional profile
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Professional experience
Senior Program Manager
Brightline Software · Austin, TX (hybrid)
Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Remote — US
Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Dallas, TX
Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group · Plano, TX
Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
Certifications
- • PMI Agile Certified Practitioner (PMI-ACP)
- • Certified ScrumMaster (CSM)
- • AWS Cloud Practitioner
- • SAFe Program Consultant (SPC)
- • ITIL 4 Foundation
High school student
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Internship
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
PROFESSIONAL PROFILEProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
PROFESSIONAL EXPERIENCESenior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
EDUCATION & CREDENTIALSThe University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation
Student
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
PROFESSIONAL PROFILEProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
PROFESSIONAL EXPERIENCESenior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
EDUCATION & CREDENTIALSThe University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation
Accountant
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Education
35A great education resume is like a well-planned lesson: it reaches the objective in an engaging way. Use these outlines to move from applicant to shortlisted candidate.
Open education examples and guide →
College admissions
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
PROFESSIONAL PROFILEProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
PROFESSIONAL EXPERIENCESenior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
EDUCATION & CREDENTIALSThe University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation
Teacher
PreviewJordan Hayes
Principal Program Manager, Product Operations
2100 Riverside Terrace
Austin, TX 78704
(512) 555-0193 · jordan.hayes.work@email.com
Profile
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Mar 2022 — Present
Senior Program Manager — Brightline Software
Austin, TX (hybrid)
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
Aug 2018 — Feb 2022
Program Manager — Harbor Payments
Remote — US
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Jun 2015 — Jul 2018
Senior Business Analyst — Cedar & Co. Consulting
Dallas, TX
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Skills
Program & portfolio governanceStrong
Roadmapping & dependency managementStrong
Launch readiness & cutover planningStrong
Stakeholder comms & exec reportingStrong
Risk & issue trackingStrong
Vendor & contract coordinationStrong
Operational metrics & OKRsStrong
Agile / hybrid deliveryStrong
Education
2011 — 2015
The University of Texas at Austin
B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
2019
UT McCombs School of Business
Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
2021
Coursera / university partners
Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
College professor
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX•(512) 555-0193•jordan.hayes.work@email.comContact
2100 Riverside Terrace
Austin, TX 78704
(512) 555-0193
jordan.hayes.work@email.com
linkedin.com/in/jordan-hayes-pm
Core skills
- • Program & portfolio governance
- • Roadmapping & dependency management
- • Launch readiness & cutover planning
- • Stakeholder comms & exec reporting
- • Risk & issue tracking
- • Vendor & contract coordination
- • Operational metrics & OKRs
- • Agile / hybrid delivery
- • Change management
- • Budget & capacity planning
- • Documentation & playbooks
- • Cross-time-zone facilitation
- • Executive QBR & board-ready narratives
- • Incident response & postmortems
Tools & languages
- • Jira Advanced Roadmaps
- • Confluence
- • Linear
- • Notion
- • Looker
- • Figma (review)
- • Slack
- • Workday
- • ServiceNow
- • Google Sheets
- • English (native)
- • French (limited working proficiency)
Education
The University of Texas at Austin
B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
2011 — 2015
UT McCombs School of Business
Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
2019
Coursera / university partners
Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
2021
Professional profile
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Professional experience
Senior Program Manager
Brightline Software · Austin, TX (hybrid)
Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Remote — US
Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Dallas, TX
Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group · Plano, TX
Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
Certifications
- • PMI Agile Certified Practitioner (PMI-ACP)
- • Certified ScrumMaster (CSM)
- • AWS Cloud Practitioner
- • SAFe Program Consultant (SPC)
- • ITIL 4 Foundation
Elementary teacher
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Government
5Cut through public-sector hiring noise: foreground compliance, stakeholders, and measurable outcomes agency readers expect.
Open government examples and guide →
Federal program
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
PROFESSIONAL PROFILEProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
PROFESSIONAL EXPERIENCESenior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
EDUCATION & CREDENTIALSThe University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation
City administration
PreviewJordan Hayes
Principal Program Manager, Product Operations
2100 Riverside Terrace
Austin, TX 78704
(512) 555-0193jordan.hayes.work@email.comProfileProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Experience◆Senior Program Manager — Brightline SoftwareMar 2022 — PresentAustin, TX (hybrid)
Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
◆Program Manager — Harbor PaymentsAug 2018 — Feb 2022Remote — US
Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Education◆B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves, The University of Texas at Austin2011 — 2015◆Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool, UT McCombs School of Business2019◆Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs, Coursera / university partners2021Public service
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Policy analyst
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX•(512) 555-0193•jordan.hayes.work@email.comSummary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software | Austin, TX (hybrid) | Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments | Remote — US | Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting | Dallas, TX | Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group | Plano, TX | Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
Skills
- • Program & portfolio governance
- • Roadmapping & dependency management
- • Launch readiness & cutover planning
- • Stakeholder comms & exec reporting
- • Risk & issue tracking
- • Vendor & contract coordination
Tools
- • Jira Advanced Roadmaps
- • Confluence
- • Linear
- • Notion
- • Looker
- • Figma (review)
- • Slack
- • Workday
- • ServiceNow
- • Google Sheets
Education & certifications
The University of Texas at Austin (2011 — 2015) — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business (2019) — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners (2021) — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
PMI Agile Certified Practitioner (PMI-ACP) · Certified ScrumMaster (CSM) · AWS Cloud Practitioner · SAFe Program Consultant (SPC) · ITIL 4 Foundation
Engineering
15Treat your resume like a blueprint: lead with scope, systems, and metrics. These layouts keep technical depth readable for humans and ATS parsers.
Open engineering examples and guide →
Software engineer
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Civil engineer
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX•(512) 555-0193•jordan.hayes.work@email.comSummary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software | Austin, TX (hybrid) | Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments | Remote — US | Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting | Dallas, TX | Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group | Plano, TX | Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
Skills
- • Program & portfolio governance
- • Roadmapping & dependency management
- • Launch readiness & cutover planning
- • Stakeholder comms & exec reporting
- • Risk & issue tracking
- • Vendor & contract coordination
Tools
- • Jira Advanced Roadmaps
- • Confluence
- • Linear
- • Notion
- • Looker
- • Figma (review)
- • Slack
- • Workday
- • ServiceNow
- • Google Sheets
Education & certifications
The University of Texas at Austin (2011 — 2015) — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business (2019) — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners (2021) — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
PMI Agile Certified Practitioner (PMI-ACP) · Certified ScrumMaster (CSM) · AWS Cloud Practitioner · SAFe Program Consultant (SPC) · ITIL 4 Foundation
DevOps
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
PROFESSIONAL PROFILEProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
PROFESSIONAL EXPERIENCESenior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
EDUCATION & CREDENTIALSThe University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation
Data engineer
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX•(512) 555-0193•jordan.hayes.work@email.comContact
2100 Riverside Terrace
Austin, TX 78704
(512) 555-0193
jordan.hayes.work@email.com
linkedin.com/in/jordan-hayes-pm
Core skills
- • Program & portfolio governance
- • Roadmapping & dependency management
- • Launch readiness & cutover planning
- • Stakeholder comms & exec reporting
- • Risk & issue tracking
- • Vendor & contract coordination
- • Operational metrics & OKRs
- • Agile / hybrid delivery
- • Change management
- • Budget & capacity planning
- • Documentation & playbooks
- • Cross-time-zone facilitation
- • Executive QBR & board-ready narratives
- • Incident response & postmortems
Tools & languages
- • Jira Advanced Roadmaps
- • Confluence
- • Linear
- • Notion
- • Looker
- • Figma (review)
- • Slack
- • Workday
- • ServiceNow
- • Google Sheets
- • English (native)
- • French (limited working proficiency)
Education
The University of Texas at Austin
B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
2011 — 2015
UT McCombs School of Business
Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
2019
Coursera / university partners
Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
2021
Professional profile
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Professional experience
Senior Program Manager
Brightline Software · Austin, TX (hybrid)
Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Remote — US
Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Dallas, TX
Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group · Plano, TX
Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
Certifications
- • PMI Agile Certified Practitioner (PMI-ACP)
- • Certified ScrumMaster (CSM)
- • AWS Cloud Practitioner
- • SAFe Program Consultant (SPC)
- • ITIL 4 Foundation
Retail
20From floor leadership to revenue targets, retail resumes should read fast—operations, service, and numbers hiring managers scan for.
Open retail examples and guide →
Store manager
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Sales associate
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
PROFESSIONAL PROFILEProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
PROFESSIONAL EXPERIENCESenior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
EDUCATION & CREDENTIALSThe University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation
Retail lead
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX•(512) 555-0193•jordan.hayes.work@email.comSummary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software | Austin, TX (hybrid) | Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments | Remote — US | Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting | Dallas, TX | Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group | Plano, TX | Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
Skills
- • Program & portfolio governance
- • Roadmapping & dependency management
- • Launch readiness & cutover planning
- • Stakeholder comms & exec reporting
- • Risk & issue tracking
- • Vendor & contract coordination
Tools
- • Jira Advanced Roadmaps
- • Confluence
- • Linear
- • Notion
- • Looker
- • Figma (review)
- • Slack
- • Workday
- • ServiceNow
- • Google Sheets
Education & certifications
The University of Texas at Austin (2011 — 2015) — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business (2019) — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners (2021) — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
PMI Agile Certified Practitioner (PMI-ACP) · Certified ScrumMaster (CSM) · AWS Cloud Practitioner · SAFe Program Consultant (SPC) · ITIL 4 Foundation
Customer success
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX•(512) 555-0193•jordan.hayes.work@email.comSummary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software | Austin, TX (hybrid) | Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments | Remote — US | Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting | Dallas, TX | Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group | Plano, TX | Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
Skills
- • Program & portfolio governance
- • Roadmapping & dependency management
- • Launch readiness & cutover planning
- • Stakeholder comms & exec reporting
- • Risk & issue tracking
- • Vendor & contract coordination
Tools
- • Jira Advanced Roadmaps
- • Confluence
- • Linear
- • Notion
- • Looker
- • Figma (review)
- • Slack
- • Workday
- • ServiceNow
- • Google Sheets
Education & certifications
The University of Texas at Austin (2011 — 2015) — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business (2019) — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners (2021) — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
PMI Agile Certified Practitioner (PMI-ACP) · Certified ScrumMaster (CSM) · AWS Cloud Practitioner · SAFe Program Consultant (SPC) · ITIL 4 Foundation
Legal
10Draft a resume that reads like a tight brief: clarity, precedent-style structure, and outcomes that show judgment under pressure.
Lawyer
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
PROFESSIONAL PROFILEProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
PROFESSIONAL EXPERIENCESenior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
EDUCATION & CREDENTIALSThe University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation
Paralegal
PreviewJordan Hayes
Principal Program Manager, Product Operations
2100 Riverside Terrace
Austin, TX 78704
(512) 555-0193 · jordan.hayes.work@email.com
Profile
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Mar 2022 — Present
Senior Program Manager — Brightline Software
Austin, TX (hybrid)
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
Aug 2018 — Feb 2022
Program Manager — Harbor Payments
Remote — US
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Jun 2015 — Jul 2018
Senior Business Analyst — Cedar & Co. Consulting
Dallas, TX
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Skills
Program & portfolio governanceStrong
Roadmapping & dependency managementStrong
Launch readiness & cutover planningStrong
Stakeholder comms & exec reportingStrong
Risk & issue trackingStrong
Vendor & contract coordinationStrong
Operational metrics & OKRsStrong
Agile / hybrid deliveryStrong
Education
2011 — 2015
The University of Texas at Austin
B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
2019
UT McCombs School of Business
Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
2021
Coursera / university partners
Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Legal assistant
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Compliance
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
PROFESSIONAL PROFILEProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
PROFESSIONAL EXPERIENCESenior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
EDUCATION & CREDENTIALSThe University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation
Maintenance & repair
16Safety, teamwork, and measurable fixes—show employers you’re who they call when things break.
Open maintenance & repair guide →
Electrician
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
PROFESSIONAL PROFILEProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
PROFESSIONAL EXPERIENCESenior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
EDUCATION & CREDENTIALSThe University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation
HVAC technician
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX•(512) 555-0193•jordan.hayes.work@email.comSummary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software | Austin, TX (hybrid) | Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments | Remote — US | Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting | Dallas, TX | Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group | Plano, TX | Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
Skills
- • Program & portfolio governance
- • Roadmapping & dependency management
- • Launch readiness & cutover planning
- • Stakeholder comms & exec reporting
- • Risk & issue tracking
- • Vendor & contract coordination
Tools
- • Jira Advanced Roadmaps
- • Confluence
- • Linear
- • Notion
- • Looker
- • Figma (review)
- • Slack
- • Workday
- • ServiceNow
- • Google Sheets
Education & certifications
The University of Texas at Austin (2011 — 2015) — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business (2019) — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners (2021) — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
PMI Agile Certified Practitioner (PMI-ACP) · Certified ScrumMaster (CSM) · AWS Cloud Practitioner · SAFe Program Consultant (SPC) · ITIL 4 Foundation
Facilities manager
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX•(512) 555-0193•jordan.hayes.work@email.comContact
2100 Riverside Terrace
Austin, TX 78704
(512) 555-0193
jordan.hayes.work@email.com
linkedin.com/in/jordan-hayes-pm
Core skills
- • Program & portfolio governance
- • Roadmapping & dependency management
- • Launch readiness & cutover planning
- • Stakeholder comms & exec reporting
- • Risk & issue tracking
- • Vendor & contract coordination
- • Operational metrics & OKRs
- • Agile / hybrid delivery
- • Change management
- • Budget & capacity planning
- • Documentation & playbooks
- • Cross-time-zone facilitation
- • Executive QBR & board-ready narratives
- • Incident response & postmortems
Tools & languages
- • Jira Advanced Roadmaps
- • Confluence
- • Linear
- • Notion
- • Looker
- • Figma (review)
- • Slack
- • Workday
- • ServiceNow
- • Google Sheets
- • English (native)
- • French (limited working proficiency)
Education
The University of Texas at Austin
B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
2011 — 2015
UT McCombs School of Business
Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
2019
Coursera / university partners
Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
2021
Professional profile
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Professional experience
Senior Program Manager
Brightline Software · Austin, TX (hybrid)
Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Remote — US
Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Dallas, TX
Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group · Plano, TX
Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
Certifications
- • PMI Agile Certified Practitioner (PMI-ACP)
- • Certified ScrumMaster (CSM)
- • AWS Cloud Practitioner
- • SAFe Program Consultant (SPC)
- • ITIL 4 Foundation
Maintenance technician
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
PROFESSIONAL PROFILEProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
PROFESSIONAL EXPERIENCESenior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
EDUCATION & CREDENTIALSThe University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation
Administrative
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Administrative assistant
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
PROFESSIONAL PROFILEProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
PROFESSIONAL EXPERIENCESenior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
EDUCATION & CREDENTIALSThe University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation
Office manager
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX•(512) 555-0193•jordan.hayes.work@email.comContact
2100 Riverside Terrace
Austin, TX 78704
(512) 555-0193
jordan.hayes.work@email.com
linkedin.com/in/jordan-hayes-pm
Core skills
- • Program & portfolio governance
- • Roadmapping & dependency management
- • Launch readiness & cutover planning
- • Stakeholder comms & exec reporting
- • Risk & issue tracking
- • Vendor & contract coordination
- • Operational metrics & OKRs
- • Agile / hybrid delivery
- • Change management
- • Budget & capacity planning
- • Documentation & playbooks
- • Cross-time-zone facilitation
- • Executive QBR & board-ready narratives
- • Incident response & postmortems
Tools & languages
- • Jira Advanced Roadmaps
- • Confluence
- • Linear
- • Notion
- • Looker
- • Figma (review)
- • Slack
- • Workday
- • ServiceNow
- • Google Sheets
- • English (native)
- • French (limited working proficiency)
Education
The University of Texas at Austin
B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
2011 — 2015
UT McCombs School of Business
Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
2019
Coursera / university partners
Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
2021
Professional profile
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Professional experience
Senior Program Manager
Brightline Software · Austin, TX (hybrid)
Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Remote — US
Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Dallas, TX
Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group · Plano, TX
Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
Certifications
- • PMI Agile Certified Practitioner (PMI-ACP)
- • Certified ScrumMaster (CSM)
- • AWS Cloud Practitioner
- • SAFe Program Consultant (SPC)
- • ITIL 4 Foundation
Executive assistant
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Receptionist
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
PROFESSIONAL PROFILEProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
PROFESSIONAL EXPERIENCESenior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
EDUCATION & CREDENTIALSThe University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation
Human resources
11Recruit the recruiter: show talent programs, stakeholder partnership, and metrics from hiring pipelines.
HR manager
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
PROFESSIONAL PROFILEProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
PROFESSIONAL EXPERIENCESenior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
EDUCATION & CREDENTIALSThe University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation
Recruiter
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
PROFESSIONAL PROFILEProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
PROFESSIONAL EXPERIENCESenior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
EDUCATION & CREDENTIALSThe University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation
HR generalist
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX•(512) 555-0193•jordan.hayes.work@email.comContact
2100 Riverside Terrace
Austin, TX 78704
(512) 555-0193
jordan.hayes.work@email.com
linkedin.com/in/jordan-hayes-pm
Core skills
- • Program & portfolio governance
- • Roadmapping & dependency management
- • Launch readiness & cutover planning
- • Stakeholder comms & exec reporting
- • Risk & issue tracking
- • Vendor & contract coordination
- • Operational metrics & OKRs
- • Agile / hybrid delivery
- • Change management
- • Budget & capacity planning
- • Documentation & playbooks
- • Cross-time-zone facilitation
- • Executive QBR & board-ready narratives
- • Incident response & postmortems
Tools & languages
- • Jira Advanced Roadmaps
- • Confluence
- • Linear
- • Notion
- • Looker
- • Figma (review)
- • Slack
- • Workday
- • ServiceNow
- • Google Sheets
- • English (native)
- • French (limited working proficiency)
Education
The University of Texas at Austin
B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
2011 — 2015
UT McCombs School of Business
Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
2019
Coursera / university partners
Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
2021
Professional profile
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Professional experience
Senior Program Manager
Brightline Software · Austin, TX (hybrid)
Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Remote — US
Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Dallas, TX
Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group · Plano, TX
Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
Certifications
- • PMI Agile Certified Practitioner (PMI-ACP)
- • Certified ScrumMaster (CSM)
- • AWS Cloud Practitioner
- • SAFe Program Consultant (SPC)
- • ITIL 4 Foundation
People ops
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Real estate
14Curb appeal on paper: deals closed, pipeline, and client experience that match competitive markets.
Open real estate resume guide →
Real estate agent
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Property manager
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
PROFESSIONAL PROFILEProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
PROFESSIONAL EXPERIENCESenior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
EDUCATION & CREDENTIALSThe University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation
Leasing consultant
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Realtor
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Sales
15Pitch yourself with the same rigor you use on quota: territory, pipeline, and revenue impact up front.
Sales manager
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
PROFESSIONAL PROFILEProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
PROFESSIONAL EXPERIENCESenior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
EDUCATION & CREDENTIALSThe University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation
Account executive
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Business development
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Account manager
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX•(512) 555-0193•jordan.hayes.work@email.comContact
2100 Riverside Terrace
Austin, TX 78704
(512) 555-0193
jordan.hayes.work@email.com
linkedin.com/in/jordan-hayes-pm
Core skills
- • Program & portfolio governance
- • Roadmapping & dependency management
- • Launch readiness & cutover planning
- • Stakeholder comms & exec reporting
- • Risk & issue tracking
- • Vendor & contract coordination
- • Operational metrics & OKRs
- • Agile / hybrid delivery
- • Change management
- • Budget & capacity planning
- • Documentation & playbooks
- • Cross-time-zone facilitation
- • Executive QBR & board-ready narratives
- • Incident response & postmortems
Tools & languages
- • Jira Advanced Roadmaps
- • Confluence
- • Linear
- • Notion
- • Looker
- • Figma (review)
- • Slack
- • Workday
- • ServiceNow
- • Google Sheets
- • English (native)
- • French (limited working proficiency)
Education
The University of Texas at Austin
B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
2011 — 2015
UT McCombs School of Business
Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
2019
Coursera / university partners
Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
2021
Professional profile
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Professional experience
Senior Program Manager
Brightline Software · Austin, TX (hybrid)
Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Remote — US
Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Dallas, TX
Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group · Plano, TX
Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
Certifications
- • PMI Agile Certified Practitioner (PMI-ACP)
- • Certified ScrumMaster (CSM)
- • AWS Cloud Practitioner
- • SAFe Program Consultant (SPC)
- • ITIL 4 Foundation
Production
13Hands-on expertise, throughput, and quality—make your impact as tangible as what you build.
Open production resume guide →
Production lead
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
PROFESSIONAL PROFILEProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
PROFESSIONAL EXPERIENCESenior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
EDUCATION & CREDENTIALSThe University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation
Machine operator
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX•(512) 555-0193•jordan.hayes.work@email.comSummary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software | Austin, TX (hybrid) | Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments | Remote — US | Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting | Dallas, TX | Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group | Plano, TX | Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
Skills
- • Program & portfolio governance
- • Roadmapping & dependency management
- • Launch readiness & cutover planning
- • Stakeholder comms & exec reporting
- • Risk & issue tracking
- • Vendor & contract coordination
Tools
- • Jira Advanced Roadmaps
- • Confluence
- • Linear
- • Notion
- • Looker
- • Figma (review)
- • Slack
- • Workday
- • ServiceNow
- • Google Sheets
Education & certifications
The University of Texas at Austin (2011 — 2015) — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business (2019) — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners (2021) — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
PMI Agile Certified Practitioner (PMI-ACP) · Certified ScrumMaster (CSM) · AWS Cloud Practitioner · SAFe Program Consultant (SPC) · ITIL 4 Foundation
Quality assurance
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX•(512) 555-0193•jordan.hayes.work@email.comSummary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software | Austin, TX (hybrid) | Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments | Remote — US | Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting | Dallas, TX | Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group | Plano, TX | Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
Skills
- • Program & portfolio governance
- • Roadmapping & dependency management
- • Launch readiness & cutover planning
- • Stakeholder comms & exec reporting
- • Risk & issue tracking
- • Vendor & contract coordination
Tools
- • Jira Advanced Roadmaps
- • Confluence
- • Linear
- • Notion
- • Looker
- • Figma (review)
- • Slack
- • Workday
- • ServiceNow
- • Google Sheets
Education & certifications
The University of Texas at Austin (2011 — 2015) — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business (2019) — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners (2021) — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
PMI Agile Certified Practitioner (PMI-ACP) · Certified ScrumMaster (CSM) · AWS Cloud Practitioner · SAFe Program Consultant (SPC) · ITIL 4 Foundation
Warehouse supervisor
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX•(512) 555-0193•jordan.hayes.work@email.comSummary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software | Austin, TX (hybrid) | Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments | Remote — US | Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting | Dallas, TX | Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group | Plano, TX | Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
Skills
- • Program & portfolio governance
- • Roadmapping & dependency management
- • Launch readiness & cutover planning
- • Stakeholder comms & exec reporting
- • Risk & issue tracking
- • Vendor & contract coordination
Tools
- • Jira Advanced Roadmaps
- • Confluence
- • Linear
- • Notion
- • Looker
- • Figma (review)
- • Slack
- • Workday
- • ServiceNow
- • Google Sheets
Education & certifications
The University of Texas at Austin (2011 — 2015) — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business (2019) — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners (2021) — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
PMI Agile Certified Practitioner (PMI-ACP) · Certified ScrumMaster (CSM) · AWS Cloud Practitioner · SAFe Program Consultant (SPC) · ITIL 4 Foundation
Marketing
28Market yourself like a campaign: channel mix, measurable lift, and brand voice that fits the role.
Marketing manager
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Content marketer
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Growth marketer
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Brand manager
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Accounting & finance
30Crisp numbers, controls, and outcomes—layouts that keep certifications, systems, and impact easy to audit.
Open accounting & finance guide →
Accountant
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Financial analyst
PreviewJordan Hayes
Principal Program Manager, Product Operations
2100 Riverside Terrace
Austin, TX 78704
(512) 555-0193 · jordan.hayes.work@email.com
Profile
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Mar 2022 — Present
Senior Program Manager — Brightline Software
Austin, TX (hybrid)
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
Aug 2018 — Feb 2022
Program Manager — Harbor Payments
Remote — US
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Jun 2015 — Jul 2018
Senior Business Analyst — Cedar & Co. Consulting
Dallas, TX
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Skills
Program & portfolio governanceStrong
Roadmapping & dependency managementStrong
Launch readiness & cutover planningStrong
Stakeholder comms & exec reportingStrong
Risk & issue trackingStrong
Vendor & contract coordinationStrong
Operational metrics & OKRsStrong
Agile / hybrid deliveryStrong
Education
2011 — 2015
The University of Texas at Austin
B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
2019
UT McCombs School of Business
Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
2021
Coursera / university partners
Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Controller
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
PROFESSIONAL PROFILEProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
PROFESSIONAL EXPERIENCESenior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
EDUCATION & CREDENTIALSThe University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation
Bookkeeper
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
PROFESSIONAL PROFILEProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
PROFESSIONAL EXPERIENCESenior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
EDUCATION & CREDENTIALSThe University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation
Business & management
37From strategy to execution—show scope, teams led, and the metrics that prove you scale organizations.
Open business & management guide →
Project manager
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
PROFESSIONAL PROFILEProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
PROFESSIONAL EXPERIENCESenior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
EDUCATION & CREDENTIALSThe University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation
Product manager
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Operations manager
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX•(512) 555-0193•jordan.hayes.work@email.comContact
2100 Riverside Terrace
Austin, TX 78704
(512) 555-0193
jordan.hayes.work@email.com
linkedin.com/in/jordan-hayes-pm
Core skills
- • Program & portfolio governance
- • Roadmapping & dependency management
- • Launch readiness & cutover planning
- • Stakeholder comms & exec reporting
- • Risk & issue tracking
- • Vendor & contract coordination
- • Operational metrics & OKRs
- • Agile / hybrid delivery
- • Change management
- • Budget & capacity planning
- • Documentation & playbooks
- • Cross-time-zone facilitation
- • Executive QBR & board-ready narratives
- • Incident response & postmortems
Tools & languages
- • Jira Advanced Roadmaps
- • Confluence
- • Linear
- • Notion
- • Looker
- • Figma (review)
- • Slack
- • Workday
- • ServiceNow
- • Google Sheets
- • English (native)
- • French (limited working proficiency)
Education
The University of Texas at Austin
B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
2011 — 2015
UT McCombs School of Business
Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
2019
Coursera / university partners
Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
2021
Professional profile
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Professional experience
Senior Program Manager
Brightline Software · Austin, TX (hybrid)
Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Remote — US
Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Dallas, TX
Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group · Plano, TX
Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
Certifications
- • PMI Agile Certified Practitioner (PMI-ACP)
- • Certified ScrumMaster (CSM)
- • AWS Cloud Practitioner
- • SAFe Program Consultant (SPC)
- • ITIL 4 Foundation
Consultant
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
PROFESSIONAL PROFILEProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
PROFESSIONAL EXPERIENCESenior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
EDUCATION & CREDENTIALSThe University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation
Security & protective service
7Duty, certifications, and incident response—structured for agencies and contractors who read fast.
Security officer
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
PROFESSIONAL PROFILEProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
PROFESSIONAL EXPERIENCESenior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
EDUCATION & CREDENTIALSThe University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation
Police officer
PreviewJordan Hayes
Principal Program Manager, Product Operations
2100 Riverside Terrace
Austin, TX 78704
(512) 555-0193jordan.hayes.work@email.comProfileProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Experience◆Senior Program Manager — Brightline SoftwareMar 2022 — PresentAustin, TX (hybrid)
Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
◆Program Manager — Harbor PaymentsAug 2018 — Feb 2022Remote — US
Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Education◆B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves, The University of Texas at Austin2011 — 2015◆Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool, UT McCombs School of Business2019◆Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs, Coursera / university partners2021Firefighter
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX•(512) 555-0193•jordan.hayes.work@email.comSummary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software | Austin, TX (hybrid) | Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments | Remote — US | Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting | Dallas, TX | Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group | Plano, TX | Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
Skills
- • Program & portfolio governance
- • Roadmapping & dependency management
- • Launch readiness & cutover planning
- • Stakeholder comms & exec reporting
- • Risk & issue tracking
- • Vendor & contract coordination
Tools
- • Jira Advanced Roadmaps
- • Confluence
- • Linear
- • Notion
- • Looker
- • Figma (review)
- • Slack
- • Workday
- • ServiceNow
- • Google Sheets
Education & certifications
The University of Texas at Austin (2011 — 2015) — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business (2019) — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners (2021) — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
PMI Agile Certified Practitioner (PMI-ACP) · Certified ScrumMaster (CSM) · AWS Cloud Practitioner · SAFe Program Consultant (SPC) · ITIL 4 Foundation
Loss prevention
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
PROFESSIONAL PROFILEProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
PROFESSIONAL EXPERIENCESenior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
EDUCATION & CREDENTIALSThe University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation
Hospitality & catering
31Front-of-house polish or kitchen leadership—highlight guest impact, volume, and service standards.
Open hospitality resume guide →
Restaurant manager
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Chef
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Hotel front desk
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Barista
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Transport & logistics
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Logistics coordinator
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX•(512) 555-0193•jordan.hayes.work@email.comSummary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software | Austin, TX (hybrid) | Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments | Remote — US | Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting | Dallas, TX | Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group | Plano, TX | Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
Skills
- • Program & portfolio governance
- • Roadmapping & dependency management
- • Launch readiness & cutover planning
- • Stakeholder comms & exec reporting
- • Risk & issue tracking
- • Vendor & contract coordination
Tools
- • Jira Advanced Roadmaps
- • Confluence
- • Linear
- • Notion
- • Looker
- • Figma (review)
- • Slack
- • Workday
- • ServiceNow
- • Google Sheets
Education & certifications
The University of Texas at Austin (2011 — 2015) — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business (2019) — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners (2021) — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
PMI Agile Certified Practitioner (PMI-ACP) · Certified ScrumMaster (CSM) · AWS Cloud Practitioner · SAFe Program Consultant (SPC) · ITIL 4 Foundation
Warehouse manager
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX•(512) 555-0193•jordan.hayes.work@email.comSummary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software | Austin, TX (hybrid) | Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments | Remote — US | Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting | Dallas, TX | Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group | Plano, TX | Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
Skills
- • Program & portfolio governance
- • Roadmapping & dependency management
- • Launch readiness & cutover planning
- • Stakeholder comms & exec reporting
- • Risk & issue tracking
- • Vendor & contract coordination
Tools
- • Jira Advanced Roadmaps
- • Confluence
- • Linear
- • Notion
- • Looker
- • Figma (review)
- • Slack
- • Workday
- • ServiceNow
- • Google Sheets
Education & certifications
The University of Texas at Austin (2011 — 2015) — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business (2019) — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners (2021) — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
PMI Agile Certified Practitioner (PMI-ACP) · Certified ScrumMaster (CSM) · AWS Cloud Practitioner · SAFe Program Consultant (SPC) · ITIL 4 Foundation
Truck driver
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
PROFESSIONAL PROFILEProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
PROFESSIONAL EXPERIENCESenior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
EDUCATION & CREDENTIALSThe University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation
Supply chain
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX•(512) 555-0193•jordan.hayes.work@email.comContact
2100 Riverside Terrace
Austin, TX 78704
(512) 555-0193
jordan.hayes.work@email.com
linkedin.com/in/jordan-hayes-pm
Core skills
- • Program & portfolio governance
- • Roadmapping & dependency management
- • Launch readiness & cutover planning
- • Stakeholder comms & exec reporting
- • Risk & issue tracking
- • Vendor & contract coordination
- • Operational metrics & OKRs
- • Agile / hybrid delivery
- • Change management
- • Budget & capacity planning
- • Documentation & playbooks
- • Cross-time-zone facilitation
- • Executive QBR & board-ready narratives
- • Incident response & postmortems
Tools & languages
- • Jira Advanced Roadmaps
- • Confluence
- • Linear
- • Notion
- • Looker
- • Figma (review)
- • Slack
- • Workday
- • ServiceNow
- • Google Sheets
- • English (native)
- • French (limited working proficiency)
Education
The University of Texas at Austin
B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
2011 — 2015
UT McCombs School of Business
Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
2019
Coursera / university partners
Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
2021
Professional profile
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Professional experience
Senior Program Manager
Brightline Software · Austin, TX (hybrid)
Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Remote — US
Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Dallas, TX
Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group · Plano, TX
Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
Certifications
- • PMI Agile Certified Practitioner (PMI-ACP)
- • Certified ScrumMaster (CSM)
- • AWS Cloud Practitioner
- • SAFe Program Consultant (SPC)
- • ITIL 4 Foundation
Transportation
10Licenses, routes, and passenger or freight safety—credentials-first layouts that scan cleanly.
Open transportation resume guide →
Driver
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
PROFESSIONAL PROFILEProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
PROFESSIONAL EXPERIENCESenior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
EDUCATION & CREDENTIALSThe University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation
Pilot
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
PROFESSIONAL PROFILEProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
PROFESSIONAL EXPERIENCESenior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
EDUCATION & CREDENTIALSThe University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation
Flight attendant
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Train operator
PreviewJordan Hayes
Principal Program Manager, Product Operations
2100 Riverside Terrace
Austin, TX 78704
(512) 555-0193jordan.hayes.work@email.comProfileProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Experience◆Senior Program Manager — Brightline SoftwareMar 2022 — PresentAustin, TX (hybrid)
Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
◆Program Manager — Harbor PaymentsAug 2018 — Feb 2022Remote — US
Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Education◆B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves, The University of Texas at Austin2011 — 2015◆Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool, UT McCombs School of Business2019◆Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs, Coursera / university partners2021
Medical
75Clinical depth without clutter—licensure, units, volumes, and outcomes that match healthcare hiring norms.
Nurse
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX•(512) 555-0193•jordan.hayes.work@email.comContact
2100 Riverside Terrace
Austin, TX 78704
(512) 555-0193
jordan.hayes.work@email.com
linkedin.com/in/jordan-hayes-pm
Core skills
- • Program & portfolio governance
- • Roadmapping & dependency management
- • Launch readiness & cutover planning
- • Stakeholder comms & exec reporting
- • Risk & issue tracking
- • Vendor & contract coordination
- • Operational metrics & OKRs
- • Agile / hybrid delivery
- • Change management
- • Budget & capacity planning
- • Documentation & playbooks
- • Cross-time-zone facilitation
- • Executive QBR & board-ready narratives
- • Incident response & postmortems
Tools & languages
- • Jira Advanced Roadmaps
- • Confluence
- • Linear
- • Notion
- • Looker
- • Figma (review)
- • Slack
- • Workday
- • ServiceNow
- • Google Sheets
- • English (native)
- • French (limited working proficiency)
Education
The University of Texas at Austin
B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
2011 — 2015
UT McCombs School of Business
Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
2019
Coursera / university partners
Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
2021
Professional profile
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Professional experience
Senior Program Manager
Brightline Software · Austin, TX (hybrid)
Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Remote — US
Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Dallas, TX
Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group · Plano, TX
Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
Certifications
- • PMI Agile Certified Practitioner (PMI-ACP)
- • Certified ScrumMaster (CSM)
- • AWS Cloud Practitioner
- • SAFe Program Consultant (SPC)
- • ITIL 4 Foundation
Physician assistant
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
PROFESSIONAL PROFILEProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
PROFESSIONAL EXPERIENCESenior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
EDUCATION & CREDENTIALSThe University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation
Medical assistant
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX•(512) 555-0193•jordan.hayes.work@email.comSummary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software | Austin, TX (hybrid) | Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments | Remote — US | Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting | Dallas, TX | Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group | Plano, TX | Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
Skills
- • Program & portfolio governance
- • Roadmapping & dependency management
- • Launch readiness & cutover planning
- • Stakeholder comms & exec reporting
- • Risk & issue tracking
- • Vendor & contract coordination
Tools
- • Jira Advanced Roadmaps
- • Confluence
- • Linear
- • Notion
- • Looker
- • Figma (review)
- • Slack
- • Workday
- • ServiceNow
- • Google Sheets
Education & certifications
The University of Texas at Austin (2011 — 2015) — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business (2019) — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners (2021) — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
PMI Agile Certified Practitioner (PMI-ACP) · Certified ScrumMaster (CSM) · AWS Cloud Practitioner · SAFe Program Consultant (SPC) · ITIL 4 Foundation
Pharmacist
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX•(512) 555-0193•jordan.hayes.work@email.comSummary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software | Austin, TX (hybrid) | Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments | Remote — US | Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting | Dallas, TX | Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group | Plano, TX | Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
Skills
- • Program & portfolio governance
- • Roadmapping & dependency management
- • Launch readiness & cutover planning
- • Stakeholder comms & exec reporting
- • Risk & issue tracking
- • Vendor & contract coordination
Tools
- • Jira Advanced Roadmaps
- • Confluence
- • Linear
- • Notion
- • Looker
- • Figma (review)
- • Slack
- • Workday
- • ServiceNow
- • Google Sheets
Education & certifications
The University of Texas at Austin (2011 — 2015) — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business (2019) — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners (2021) — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
PMI Agile Certified Practitioner (PMI-ACP) · Certified ScrumMaster (CSM) · AWS Cloud Practitioner · SAFe Program Consultant (SPC) · ITIL 4 Foundation
Information technology (IT)
51Stack, systems, and delivery—language that speaks to both technical screeners and ATS parsers.
Software engineer
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
IT support
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
PROFESSIONAL PROFILEProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
PROFESSIONAL EXPERIENCESenior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
EDUCATION & CREDENTIALSThe University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation
Cyber security
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX•(512) 555-0193•jordan.hayes.work@email.comSummary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software | Austin, TX (hybrid) | Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments | Remote — US | Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting | Dallas, TX | Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group | Plano, TX | Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
Skills
- • Program & portfolio governance
- • Roadmapping & dependency management
- • Launch readiness & cutover planning
- • Stakeholder comms & exec reporting
- • Risk & issue tracking
- • Vendor & contract coordination
Tools
- • Jira Advanced Roadmaps
- • Confluence
- • Linear
- • Notion
- • Looker
- • Figma (review)
- • Slack
- • Workday
- • ServiceNow
- • Google Sheets
Education & certifications
The University of Texas at Austin (2011 — 2015) — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business (2019) — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners (2021) — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
PMI Agile Certified Practitioner (PMI-ACP) · Certified ScrumMaster (CSM) · AWS Cloud Practitioner · SAFe Program Consultant (SPC) · ITIL 4 Foundation
Data analyst
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX•(512) 555-0193•jordan.hayes.work@email.comContact
2100 Riverside Terrace
Austin, TX 78704
(512) 555-0193
jordan.hayes.work@email.com
linkedin.com/in/jordan-hayes-pm
Core skills
- • Program & portfolio governance
- • Roadmapping & dependency management
- • Launch readiness & cutover planning
- • Stakeholder comms & exec reporting
- • Risk & issue tracking
- • Vendor & contract coordination
- • Operational metrics & OKRs
- • Agile / hybrid delivery
- • Change management
- • Budget & capacity planning
- • Documentation & playbooks
- • Cross-time-zone facilitation
- • Executive QBR & board-ready narratives
- • Incident response & postmortems
Tools & languages
- • Jira Advanced Roadmaps
- • Confluence
- • Linear
- • Notion
- • Looker
- • Figma (review)
- • Slack
- • Workday
- • ServiceNow
- • Google Sheets
- • English (native)
- • French (limited working proficiency)
Education
The University of Texas at Austin
B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
2011 — 2015
UT McCombs School of Business
Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
2019
Coursera / university partners
Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
2021
Professional profile
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Professional experience
Senior Program Manager
Brightline Software · Austin, TX (hybrid)
Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Remote — US
Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Dallas, TX
Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group · Plano, TX
Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
Certifications
- • PMI Agile Certified Practitioner (PMI-ACP)
- • Certified ScrumMaster (CSM)
- • AWS Cloud Practitioner
- • SAFe Program Consultant (SPC)
- • ITIL 4 Foundation
Sport & fitness
23Coaching impact, programming, and safety—show measurable athlete or member outcomes.
Personal trainer
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Coach
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Athletic director
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
PROFESSIONAL PROFILEProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
PROFESSIONAL EXPERIENCESenior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
EDUCATION & CREDENTIALSThe University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation
Yoga instructor
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
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PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
PROFESSIONAL PROFILEProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
PROFESSIONAL EXPERIENCESenior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
EDUCATION & CREDENTIALSThe University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation
Project superintendent
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
PROFESSIONAL PROFILEProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
PROFESSIONAL EXPERIENCESenior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
EDUCATION & CREDENTIALSThe University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation
Estimator
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
General laborer
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX•(512) 555-0193•jordan.hayes.work@email.comSummary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software | Austin, TX (hybrid) | Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments | Remote — US | Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting | Dallas, TX | Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group | Plano, TX | Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
Skills
- • Program & portfolio governance
- • Roadmapping & dependency management
- • Launch readiness & cutover planning
- • Stakeholder comms & exec reporting
- • Risk & issue tracking
- • Vendor & contract coordination
Tools
- • Jira Advanced Roadmaps
- • Confluence
- • Linear
- • Notion
- • Looker
- • Figma (review)
- • Slack
- • Workday
- • ServiceNow
- • Google Sheets
Education & certifications
The University of Texas at Austin (2011 — 2015) — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business (2019) — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners (2021) — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
PMI Agile Certified Practitioner (PMI-ACP) · Certified ScrumMaster (CSM) · AWS Cloud Practitioner · SAFe Program Consultant (SPC) · ITIL 4 Foundation
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PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Esthetician
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Massage therapist
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Spa manager
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Student
11Turn coursework and projects into credentials—layouts built for first internships and campus hiring.
College student
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Internship seeker
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
PROFESSIONAL PROFILEProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
PROFESSIONAL EXPERIENCESenior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
EDUCATION & CREDENTIALSThe University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation
High school student
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
PROFESSIONAL PROFILEProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
PROFESSIONAL EXPERIENCESenior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
EDUCATION & CREDENTIALSThe University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation
Graduate student
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
PROFESSIONAL PROFILEProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
PROFESSIONAL EXPERIENCESenior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
EDUCATION & CREDENTIALSThe University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation
Other examples
31Career pivots, freelance, and unique paths—start from a flexible layout and tailor every line.
Open other career paths guide →
Career change
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Freelancer
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Remote worker
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
PROFESSIONAL PROFILEProgram leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
PROFESSIONAL EXPERIENCESenior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
EDUCATION & CREDENTIALSThe University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation
General professional
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX•(512) 555-0193•jordan.hayes.work@email.comContact
2100 Riverside Terrace
Austin, TX 78704
(512) 555-0193
jordan.hayes.work@email.com
linkedin.com/in/jordan-hayes-pm
Core skills
- • Program & portfolio governance
- • Roadmapping & dependency management
- • Launch readiness & cutover planning
- • Stakeholder comms & exec reporting
- • Risk & issue tracking
- • Vendor & contract coordination
- • Operational metrics & OKRs
- • Agile / hybrid delivery
- • Change management
- • Budget & capacity planning
- • Documentation & playbooks
- • Cross-time-zone facilitation
- • Executive QBR & board-ready narratives
- • Incident response & postmortems
Tools & languages
- • Jira Advanced Roadmaps
- • Confluence
- • Linear
- • Notion
- • Looker
- • Figma (review)
- • Slack
- • Workday
- • ServiceNow
- • Google Sheets
- • English (native)
- • French (limited working proficiency)
Education
The University of Texas at Austin
B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
2011 — 2015
UT McCombs School of Business
Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
2019
Coursera / university partners
Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
2021
Professional profile
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Professional experience
Senior Program Manager
Brightline Software · Austin, TX (hybrid)
Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Remote — US
Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Dallas, TX
Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Operations Coordinator
Northbridge Retail Group · Plano, TX
Aug 2013 — May 2015
- Coordinated store rollout schedules, training windows, and vendor installs for a 30-location refresh; tracked RAID logs and escalated slips before they hit customer-facing dates.
- Maintained inventory reconciliation templates and weekly variance reviews with finance; helped close recurring discrepancies tied to shipment timing.
- Supported leadership off-sites: agendas, materials, action-item tracking, and follow-through across facilities and HR stakeholders.
Certifications
- • PMI Agile Certified Practitioner (PMI-ACP)
- • Certified ScrumMaster (CSM)
- • AWS Cloud Practitioner
- • SAFe Program Consultant (SPC)
- • ITIL 4 Foundation
Creative & artistic
27Portfolio-ready polish with readable structure—stand out without sacrificing scanability.
Designer
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Photographer
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Writer
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Musician
PreviewJordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JHSkills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
- Lead multi-quarter platform programs spanning identity, billing, and admin APIs; coordinated 6 product teams and 40+ contributors with shared release trains, dependency maps, and weekly cutover rehearsals tied to customer contracts.
- Cut launch slip rate by 27% by introducing a single readiness checklist, dry-run calendar, rollback owners, and comms templates for every customer-visible release; institutionalized postmortems for sev-2+ incidents.
- Partnered with Legal and Security on SOC 2–related control updates; delivered evidence packs on schedule for two consecutive audits and reduced last-minute evidence scrambles by routing requests through a single intake queue.
- Facilitated quarterly planning with Finance and Sales Ops; reconciled capacity forecasts with hiring plans, flagged dependency conflicts early, and reduced mid-quarter scope thrash by publishing a single source-of-truth roadmap.
- Stood up cross-functional war rooms during peak migration windows; maintained decision logs and stakeholder updates so leadership could redirect funding or staffing within 48 hours when risks materialized.
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
- Owned card-present and ACH roadmap threads for a mid-market payments stack; translated regulatory deadlines into engineering milestones, customer comms, and support enablement assets.
- Stood up a weekly risk review with Support and SRE; reduced sev-1 repeat incidents tied to config drift by prioritizing guardrails in the deploy pipeline and adding synthetic checks for critical routes.
- Ran vendor evaluations for fraud scoring tools; led RFP scoring, POCs, security review packets, and contract handoff to Procurement with documented success criteria and rollout plans.
- Partnered with Marketing and Compliance on customer-facing notices; ensured copy, timing, and support macros aligned before each mandated disclosure window.
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
- Supported digital transformation workstreams for retail and logistics clients: current-state process maps, gap analyses, workshop facilitation, and benefits tracking against baseline KPIs.
- Built executive dashboards in Excel and Tableau; trained client teams on refresh cadences, data definitions, and exception handling so leadership could trust week-over-week trends.
- Contributed to proposals and SOWs; maintained traceability from statement of work to delivered milestones and change orders when scope shifted.
- Facilitated working sessions between IT and business owners to prioritize backlog items and document acceptance criteria for high-risk integrations.
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Social work
15Caseloads, modalities, and community outcomes—human stories with professional structure.
Open social work guide →
Social worker
Jordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Senior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation
Case manager
Jordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
Skills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Counselor
Jordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
Skills
Program governance
Roadmapping & dependencies
Launch readiness
Stakeholder comms
Vendor management
Metrics & reporting
Agile delivery
Change management
Risk management
Documentation
Summary
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Experience
Senior Program Manager
Brightline Software · Mar 2022 — Present
Program Manager
Harbor Payments · Aug 2018 — Feb 2022
Senior Business Analyst
Cedar & Co. Consulting · Jun 2015 — Jul 2018
Education
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs
Community outreach
Jordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
Program leader with 9+ years shipping cross-functional initiatives in SaaS and fintech. I connect product strategy to execution—clarifying scope, de-risking launches, and building operating cadences that keep design, engineering, and GTM aligned from discovery through cutover and post-launch stabilization.
Known for turning ambiguous mandates into sequenced roadmaps, dependency maps, RACI matrices, and exec-ready readouts. I run steering forums that surface tradeoffs early, document decisions, and keep partner teams moving when timelines slip or priorities compete.
Recent focus: identity and billing platform migrations, pricing & packaging releases, SOC 2 control work, and incident-driven process hardening across US and EMEA teams. Comfortable partnering with Legal, Security, Finance, and Sales Ops under fixed-date constraints.
Senior Program Manager
Brightline Software
Austin, TX (hybrid) · Mar 2022 — Present
Program Manager
Harbor Payments
Remote — US · Aug 2018 — Feb 2022
Senior Business Analyst
Cedar & Co. Consulting
Dallas, TX · Jun 2015 — Jul 2018
Operations Coordinator
Northbridge Retail Group
Plano, TX · Aug 2013 — May 2015
The University of Texas at Austin — B.B.A., Management Information Systems — Concentration: Operations; Honors thesis on rollout metrics and adoption curves (2011 — 2015)
UT McCombs School of Business — Graduate Certificate, Technology Commercialization — Capstone: GTM plan for B2B workflow tool (2019)
Coursera / university partners — Machine Learning for Business (audit) — feature definition, ethics, and model risk overview for PMs (2021)
• PMI Agile Certified Practitioner (PMI-ACP)
• Certified ScrumMaster (CSM)
• AWS Cloud Practitioner
• SAFe Program Consultant (SPC)
• ITIL 4 Foundation