Open to opportunities

Kristie Owens

@kristieowens

Message

I am an Operations and Program Manager driving process innovation, customer success, and operational excellence.

United States

Message

What I'm looking for

I seek a leadership role where I can drive process innovation and customer success using Salesforce expertise, lead cross-functional teams, implement scalable operations, and measure ROI within a collaborative, change-embracing culture.

I am a results-driven Operations and Program Manager who designs and implements scalable processes that improve efficiency and customer experience. I have delivered tailored onboarding programs for 150+ enterprise customers, maintained a 5/5 CSAT, streamlined team operations by 30%, and reduced implementation time by 68% while driving 98% adoption for major change initiatives.

I lead cross-functional teams and people managers to align priorities, optimize workflows, and realize measurable ROI. I bring deep Salesforce expertise and multiple certifications, a track record of saving operational time (40+ hours monthly via reporting migrations), and a commitment to continuous improvement, stakeholder engagement, and world-class customer outcomes.

Experience

Work history, roles, and key accomplishments

Signature Success Onboarding Specialist

Salesforce

Feb 2022 - Jan 2025 (2 years 11 months)

Designed and delivered tailored onboarding programs for 150+ strategic enterprise customers, maintaining a 5/5 CSAT and exceeding throughput targets. Implemented SOPs and process improvements that streamlined team operations by 30% and drove 98% adoption of OrgCS.

Salesforce Onboarding Change Management Program Management Stakeholder Management Process Improvement Data Analysis Customer Success

Implementation Manager

Interlink Health

Sep 2019 - Feb 2022 (2 years 5 months)

Created detailed project plans and orchestrated concurrent implementations, reducing implementation time by 68% while ensuring alignment across sales, legal, clinical, and executive stakeholders. Facilitated large training sessions and drove timely, high-quality program deliverables.

Project Management Process Design Stakeholder Management Implementation Cross Functional Collaboration Training Change Management Data Analysis

Lead Program Coordinator

Interlink Health

Nov 2018 - Sep 2019 (10 months)

Developed communication strategies and value playbooks supporting program growth to 140,000 members and improved training ramp-up time by 25%. Implemented submission criteria and workflows that reduced processing time and errors by 15–20%.

Program Coordination Communication Strategy Training Development Workflows Process Improvement Stakeholder Engagement Customer Education Data Analysis

Account Service Supervisor

WageWorks

Dec 2014 - Oct 2018 (3 years 10 months)

Led a team of 15 direct reports to improve engagement and KPIs while serving as primary contact for SMB and enterprise accounts to maximize satisfaction and retention. Drove migration to Report Center, saving 40+ hours of work monthly and improving client experience post-merger.