Lauren Allen
Uber Technologies
Lansing
1
Certification
13
years of professional experience
Program Operations professional with experience leading cross-functional initiatives, optimizing operational processes, and supporting large-scale product launches. Skilled in strategic planning, SQL, data analysis, and translating customer insights into actionable business recommendations.
Work History
Program Operations Manager
2 Years 3 Months- Leadership & Organizational Change: Orchestrate global launch readiness by managing a team of Persona Program Managers; designed and implemented executive toolkits that standardized change management protocols across the organization.
- Product Strategy & Roadmap Integration: Direct the strategic review of Product Requirement Documents (PRDs), partnering with engineering leadership to align feature roadmaps with global operational capacity and long-term support infrastructure.
- Strategic Analytics & Mentorship: Leverage advanced SQL-driven insights to diagnose systemic service gaps, mentoring cross-functional leads on translating complex data into executive-level recommendations for product investment.
- AI Transformation & Quality Governance: Govern the evaluation and optimization of Generative AI outputs, establishing high-quality data annotation standards to drive automated sentiment analysis and operational efficiency.
Program Specialist IV
2 Years- Conducted deep-dive root cause analyses using SQL querying and MECE frameworks, enhancing understanding of user experience through cohort analysis and trend signaling.
- Streamlined project tracking with Kanban boards while managing allocation of 155 data contacts per project based on complex issue categorization.
- Stakeholder Leadership: Directed cross-functional teams and strategic syncs, disseminating evidence-based insights and actionable outcomes to align stakeholders on project goals.
- Led cross-functional teams and strategic syncs, delivering evidence-based insights and actionable outcomes to align stakeholders on project goals.
C360 Specialist
3 Years 9 Months- Case Management: Managed 50-100 escalated cases daily, collaborating with partners to address unique customer needs and enhance satisfaction.
- Content Development: Created internal support and customer-facing content to improve service quality and streamline information access.
- Operational Solutions: Designed and implemented support processes and solutions tailored for agents and Senior Management.
- Trend Analysis: Identified, analyzed, and interpreted trends or patterns in complex data sets.
Customer Service - ADA Investigator
1 Year 6 Months- Claims Resolution: Managed 50+ daily calls, resolving discrimination and ADA claims to ensure compliance and support for affected individuals.
- Legal Consultation: Consulted directly with the legal team to avoid ADA violations and customized support logic for employees.
- Team Guidance: Supervised and trained teammates on complex queries while managing high-priority Jira caseload to enhance team efficiency.
- Leadership & Policy: Led adaptation to evolving policies and processes, ensuring team alignment and compliance with ADA standards.
Team Lead / Eligibility Specialist
1 Year 9 Months- Administrative Support: Managed team timesheets, generated Excel reports, and assigned tasks to enhance team workflow.
- Operational Leadership: Directed floor operations and provided leadership for the work unit in the supervisor's absence, ensuring strict adherence to quality assurance standards.
- Benefit Processing: Processed medical benefits for Medicaid recipients and facilitated weekly team meetings to address eligibility issues.
- Document Compliance: Ensured accuracy and compliance of documents with government regulations through thorough certification.
- Staff Training: Trained staff on current eligibility requirements and determined qualification criteria for individuals.
Education
Associate of Science - Criminal Justice
Skills
Advanced SQL analysis
Process optimization
Change management
Agile methodologies
Root cause analysis
Certification
Lean Six Sigma Yellow Belt, Uber Technologies (2023-08 - 2023-10)
Timeline
Program Operations Manager
Uber Technologies
05.2024 - CurrentRead More
Program Specialist IV
Uber Technologies
01.2022 - 01.2024Read More
C360 Specialist
Uber Technologies
08.2018 - 05.2022Read More
Customer Service - ADA Investigator
Uber Technologies
11.2016 - 05.2018Read More
Team Lead / Eligibility Specialist
Altastaff
11.2013 - 08.2015Read More
MacCormac College
Associate of Science from Criminal Justice
Read More