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Jordan Hayes
Principal Program Manager, Product Operations
Austin, TX•(512) 555-0193•jordan.hayes.work@email.com
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 | 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
PDF
Prime ATS: Tight ATS layout, fast skim.
ATS
ATS-friendlyProfessional
Jordan Hayes
Principal Program Manager, Product Operations
Austin, TX•(512) 555-0193•jordan.hayes.work@email.com
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 | 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
PDF
Specialist ATS: Dense; skills + impact up front.
ATS Pro
ATS-friendlyProfessional
Jordan Hayes
Principal Program Manager, Product Operations
Austin, TX•(512) 555-0193•jordan.hayes.work@email.com
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 | 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
PDF
Precision ATS: Skills band + structured jobs.
Structured
ATS-friendlyProfessionalModern
Jordan Hayes
Principal Program Manager, Product Operations
Austin, TX•(512) 555-0193•jordan.hayes.work@email.com
Contact
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
PDF
Corporate: Timeline-style experience block.
Timeline
Professional
Jordan 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
PDF
Classic: Traditional one-column baseline.
Monochrome
SimpleProfessionalATS-friendly
Jordan Hayes
Principal Program Manager, Product Operations
2100 Riverside Terrace
Austin, TX 78704
(512) 555-0193jordan.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.
Experience
Senior Program Manager — Brightline SoftwareMar 2022 — Present
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.
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 2022
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.
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
PDF
Traditional: Serious structure for long history.
Full-page
ProfessionalSimple
Jordan Hayes
Principal Program Manager, Product Operations
Austin, TX•(512) 555-0193•jordan.hayes.work@email.com
Contact
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
PDF
Professional: Balanced professional hierarchy.
Structured
ProfessionalModern
Jordan Hayes
Principal Program Manager, Product Operations
Austin, TX•(512) 555-0193•jordan.hayes.work@email.com
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 | 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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Jordan Hayes
Principal Program Manager, Product Operations
Austin, TX•(512) 555-0193•jordan.hayes.work@email.com
Contact
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
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Jordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JH
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
PDF
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Jordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JH
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
PDF
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Jordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
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.
EDUCATION & CREDENTIALS
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
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Jordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
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.
EDUCATION & CREDENTIALS
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
PDF
Polished: Refined typography and spacing.
Elegant
ProfessionalModern
Jordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
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.
EDUCATION & CREDENTIALS
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
PDF
Harmonized: Warm tone with disciplined layout.
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ProfessionalSimple
Jordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JH
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
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Jordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
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.
EDUCATION & CREDENTIALS
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
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Jordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JH
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
PDF
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Jordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
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.
EDUCATION & CREDENTIALS
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
PDF
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ProfessionalModern
Jordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
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.
EDUCATION & CREDENTIALS
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
PDF
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Jordan Hayes
Principal Program Manager, Product Operations
Austin, TX · (512) 555-0193 · jordan.hayes.work@email.com
JH
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
PDF
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Jordan Hayes
Principal Program Manager, Product Operations
Austin, TX | (512) 555-0193 | jordan.hayes.work@email.com
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.
EDUCATION & CREDENTIALS
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
PDF
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