Open to opportunities

Tiffany Gibson

@tiffanygibson

Results-driven Senior Performance Manager delivering KPI/SLA/SLO excellence and operational transformations across enterprise IT services.

United States

Message

What I'm looking for

I’m looking for a leadership role where I can drive enterprise KPI/SLA/SLO performance, operational excellence, and vendor/contract governance—using RCA, Lean Six Sigma, and executive dashboards to deliver measurable savings and reliability gains.

I’m a results-driven leader focused on enterprise performance management and operational excellence. I’m known for translating KPI/SLA/SLO frameworks into measurable business outcomes through executive reporting, governance, and continuous improvement.

In my current role, I led enterprise KPI/SLA/SLO governance across 40+ IT services, reducing SLA breaches by 35% and generating $1.2M in annual savings through vendor and contract optimization. I build executive Power BI/Tableau dashboards and drive root cause analysis and corrective actions in underperforming service areas.

Previously, I led cross-functional operational excellence at Aristocrat Technologies, developing enterprise performance dashboards, managing vendor contracting and governance, and using Lean Six Sigma to improve mean time to resolution (MTTR) by 22%. At TikTok and Blizzard Entertainment, I led quality and assurance efforts—using analytics and Tableau to improve efficiency, expand automation testing, and reduce escapes.

Across my career, including as a Continual Improvement Manager (Contractor) and early leadership in the United States Air Force, I’ve built a consistent operating style: clarify outcomes, govern performance, partner with procurement/legal, and use data-driven RCA to continuously raise service reliability.

Experience

Work history, roles, and key accomplishments

Current

Senior Performance Manager

Current

Texas Department of Transportation

Aug 2024 - Present (1 year 10 months)

Led an enterprise KPI/SLA/SLO framework across 40+ IT services, reducing SLA breaches by 35%. Delivered $1.2M annual savings through vendor and contract optimization and improved MTTR by 22% using root cause analysis and Lean Six Sigma.

Power BI Tableau Root Cause Analysis Lean Six Sigma Contract Optimization Risk Management

RMG Excellence Manager

Aristocrat Technologies

Feb 2023 - Mar 2024 (1 year 1 month)

Drove cross-functional operational excellence by developing enterprise performance dashboards and managing vendor contracting and governance. Led root cause analysis and corrective actions to improve MTTR by 22% using Lean Six Sigma methodologies.

Operational Excellence Executive Reporting Performance Dashboards Root Cause Analysis Lean Six Sigma KPI Management Process Improvement

North America SMB Quality Manager

TikTok

Jan 2022 - Jan 2023 (1 year)

Led North America operational excellence and quality teams, managing budgets, contracts, and KPI-based quality direction. Defined and used KPIs to guide testing priorities and risk planning while managing support functions including policy and legislative analysis.

Quality Management KPI Analysis Risk Management Budget Management Contract Management Policy Development Legislative Analysis Resource Allocation Strategic Planning

Senior Manager, Quality Assurance

Blizzard Entertainment

Jan 2018 - Jan 2022 (4 years)

Improved QA efficiency by 30% using analytics and Tableau, expanded automation testing by 40%, and reduced escapes by 28%. Led hiring, coaching, and strategic workforce planning to strengthen quality execution.

Quality Assurance Test Automation Analytics Tableau Escape Reduction Efficiency Improvement Hiring Workforce Planning KPI Reporting Continuous Improvement

Continual Improvement Manager

Delta Risk

Jan 2016 - Jan 2017 (1 year)

Mentored staff in methodology and consulting excellence while leading best-practice program management and quality assurance. Built strategic plans for hiring, budgeting, KPI management, and roadmaps, and implemented program processes including risk/issue and change management.

Program Management Quality Assurance KPIs Strategic Planning Policy Development Change Management Continuous Improvement Consulting

Crew Chief

United States Air Force

Jan 2004 - Jan 2006 (2 years)

Directed and led a team of five specialists for detailed missions, earning multiple leadership and duty accomplishment certificates. Maintained inventory and aircraft data systems and documented aircraft maintenance and services in electronic systems.

Team Leadership Inventory Management Aircraft Data Systems Documentation In Electronic Systems Operational Compliance Process Management