MEGAN CRAWFORD
Malta,IL
Summary
Results-driven Customer Experience and CS Enablement leader with 20+ years of experience in designing scalable support operations and enhancing team performance. Expertise in developing SOPs, training programs, and AI tools that streamline workflows and improve consistency. Skilled in collaborating across departments to identify knowledge gaps and drive process improvements for sustained operational success.
Overview
24
24
years of professional experience
Work History
Sr. Program Manager, Case Management Operations
WASTE MANAGEMENT (WM)
Bannockburn, IL
01.2024 - Current
- Own case-management optimization and operational enablement across Sales, Customer Experience, Operations, Billing, Collections, Customer Implementation, and Escalations, translating recurring issues into standardized workflows, documentation, training, and process improvements.
- Led operational change and enablement through the Stericycle–WM integration and major system/process updates, developing training materials, coordinating stakeholder communication, and delivering instruction to drive understanding, adoption, and consistent execution.
- Developed and implemented a structured retraining and change-management plan post-SOP redesign, ensuring supervisors understood changes and their application to teams and frontline agents.
- Partnered with Sales leadership to identify root causes behind aging and untouched cases in Canada, establish best practices, and implement manager-led accountability that reduced case age from 62 days to 4 days and untouched cases from 72% to 0%.
- Translated complex operational knowledge into a searchable AI-enabled resource, enabling frontline users to access necessary SOP content for resolving customer and operational scenarios.
- Built and implemented a structured retraining and change-management plan following the SOP redesign, equipping supervisors with a clear understanding of what changed, why it changed, and how the updated processes applied to their teams and frontline agents.
- Partnered in the development of an AI Copilot designed to help agents, supervisors, and managers quickly locate relevant SOP guidance using keyword-based search, making critical process knowledge more accessible at the point of work and reducing reliance on manual knowledge searches.
- Led operational change during Stericycle–WM integration and major system/process updates, creating training materials, coordinating stakeholder communication, and delivering instruction to enhance understanding and adoption.
- Identify knowledge gaps, inconsistent processes, and workflow breakdowns through case trends, operational data, escalations, and frontline feedback; translate findings into SOP updates, training opportunities, process changes, and accountability mechanisms.
- Led cross-functional Speed to Revenue process improvement across Sales, Customer Implementation, Operations/Customer Experience, and Billing, mapping customer lifecycle workflows and identifying process, technology, documentation, and execution gaps.
- Identified 300+ Operations driver handheld cases stalled in “New” status, investigated root causes, uncovered process gaps, and developed corrective actions to prevent recurring backlog.
- Built and directed centralized Escalation Management for legal, regulatory, executive, and social-media-sensitive customer issues, partnering across Marketing, Operations, Customer Experience, and leadership to drive timely resolution.
- Joined WM leading regional case operations across the Pacific Northwest and Canada; promoted twice into progressively broader Customer Experience and Operations leadership roles.
Operations Manager
TeleCourier Communications
Bloomington, IL
01.2003 - 01.2022
- Managed a 24/7 mission-critical response portfolio for Corn Belt Energy, coordinating real-time deployment logistics, field communications, and cross-functional sequencing during regional grid failures, severe weather events, and other high-risk situations.
- Directed end-to-end operations, including workforce planning, scheduling, financial tracking, process documentation, and operational playbooks.
- Advanced from an initial supervisory role to Operations Manager within six months and led operations for 18+ years.
- Built KPI dashboards for a multi-channel operation handling 500+ daily actions, giving leadership better visibility into performance and workload.
- Designed resource scheduling and financial-tracking systems to improve capacity planning, consistency, and operational visibility.
- Developed and maintained operational playbooks and processes to support consistent execution across the operation.
- Coordinated time-sensitive work where priorities, resources, and field activity had to be adjusted in real time based on changing conditions.
MANAGER, TRAINING & DEVELOPMENT
WALT DISNEY PARKS AND RESORTS
Lake Buena Vista, FL
01.2018 - 01.2020
- Designed and scaled onboarding and enablement frameworks that accelerated operational readiness and established consistent processes for newly hired team members.
- Architected and delivered high-volume training programs for ShopDisney.com operations, supporting standardized adoption of systems, workflows, and customer-service practices across phone, email, and chat channels.
- Architected and delivered high-volume training programs for ShopDisney.com operations, ensuring standardized adoption of systems, workflows, and customer-service practices across phone, email, and chat channels.
- Led continuous training iterations based on operational needs and performance trends, aligning teams with evolving workflows and customer expectations through responsive training adjustments.
- Managed operational performance metrics and KPIs for global digital commerce workflows, identifying resolution issues, process gaps, and opportunities for improvement through analysis of customer and operational data.
- Led cross-functional launch operations for Star Wars: Galaxy’s Edge, serving as a primary liaison for merchandise operations and managing multi-workstream readiness plans through launch.
- Managed new employee orientation training process for more than 200 employees each year.
Education
B.S. - Business Administration & Management
Seminole State College
Winter Park, FL05.1995
Supplemental Education - Music
Rollins College
Winter Park, FL1993
Skills
- Process documentation
- AI implementation
- Workflow Design & Optimization Process Standardization
- Operational efficiency
- Workflow optimization
- Root-cause analysis
- Program development
- KPI reporting
- Project scoping
- Training facilitation
- Project management
- Cross-functional leadership
- Process optimization
- Customer support
- Employee training
Timeline
Sr. Program Manager, Case Management Operations
WASTE MANAGEMENT (WM)
01.2024 - Current
MANAGER, TRAINING & DEVELOPMENT
WALT DISNEY PARKS AND RESORTS
01.2018 - 01.2020
Operations Manager
TeleCourier Communications
01.2003 - 01.2022
B.S. - Business Administration & Management
Seminole State College
Supplemental Education - Music
Rollins College