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Ej Emekeme

@ejemekeme

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Strategic Program Manager with expertise in optimizing vendor performance.

United States

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What I'm looking for

I am seeking a role that fosters collaboration, innovation, and growth opportunities.

I am a Strategic Program Manager with over 6 years of experience in leading outsourced operations and enhancing vendor performance. My career has been dedicated to driving cross-functional initiatives in high-growth tech environments, where I have successfully managed BPO partnerships across global teams. I pride myself on my ability to enhance customer experience and scale social support channels through process improvements, automation, and data-driven insights.

At Cash App, I lead operational strategy for a 16-person BPO team, significantly improving response times and customer satisfaction. My collaborative approach with Product, Engineering, Data Science, and Training teams has allowed me to identify inefficiencies and implement automated workflows that have made a measurable impact. I am passionate about building sustainable systems that empower teams and deliver results aligned with business goals.

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Experience

Work history, roles, and key accomplishments

Current

Program Manager, BPO & Social Operations

Current

Cash App

Aug 2022 - Present (3 years 3 months)

Led operational strategy and performance oversight for a 16-person BPO team supporting Cash App
social media channels, driving measurable gains in response time, quality, and customer satisfaction. Partnered cross-functionally with Product, Engineering, Data Science, and Training to identify inefficiencies and implement automated workflows, including a scam detection tool that reduced harmful co

BPO Process Improvement Data Analysis SLA Management Quality Assurance SOP Development Budget Management

Account Development Analyst

Square

Oct 2021 - Present (4 years 1 month)

Maintained a pipeline of 150+ prospects and worked closely with Sales Ops and Product to design scalable tools and playbooks for mid-market engagement. Surpassed outreach and conversion targets by leveraging customer insights and conducting tailored discovery.

Pipeline Management Sales Operations Customer Insights

Business Development Representative

Square

Jan 2021 - Present (4 years 10 months)

Built outbound sales campaigns and engaged with senior stakeholders to identify product fit, leading to quota-breaking performance. Consistently exceeded KPIs through consultative sales tactics, product need identification, and personalized messaging for target accounts.

Outbound Sales Stakeholder Engagement Consultative Sales

Client Success Manager

NCR Corporation

Jan 2020 - Present (5 years 10 months)

Managed 120+ enterprise accounts with a focus on client retention, product utilization, and upsell opportunities. Conducted quarterly business reviews and customer training, improving long-term client satisfaction and reducing churn.

Account Management Upsell Client Business Reviews

Marketing Programs Specialist

Illumina

Jan 2019 - Present (6 years 10 months)

Led cross-functional marketing initiatives aligned with product launches, collaborating with product managers, engineers, and client-facing teams to ensure consistent messaging and engagement across channels. Executed targeted campaigns to support enterprise-level clients, driving lead generation and strengthening brand awareness.

Marketing Campaigns Product Launches Cross Functional Collaboration