Amy Westlake

About Amy Westlake

Customer Experience operations leader with deep experience scaling programs, systems, and operational frameworks across enterprise SaaS organizations. I specialize in turning complex, cross-functional challenges into repeatable operational models that enable teams to execute consistently at scale.Over the past 20+ years I’ve led global initiatives spanning professional services, customer success, enablement, and product operations. My work has included building CX operating frameworks, launching delivery methodologies, leading cross-functional transformation programs, and implementing systems that improve visibility, governance, and execution across large organizations.More recently, my focus has expanded to AI adoption within Customer Experience organizations. I design practical frameworks that help teams integrate AI into everyday workflows, from operational reporting and enablement to knowledge sharing and automation, while building communities and playbooks that accelerate adoption across the organization.I’m particularly interested in roles where AI, operational strategy, and customer experience intersect and helping organizations scale smarter, faster, and with greater clarity.

Experience

1. Principal Program Manager, Scaled Execution

   Workday

   Feb 2024 — Present

   Lead cross-organizational Customer Experience initiatives focused on operational scale, delivery methodology, and AI adoption across global teams.• Led rollout of the Student Launch implementation methodology supporting major higher-education deployments while managing the lifecycle of hundreds of reusable delivery assets and implementation toolkits.• Designed governance and initiative tracking systems used by leadership to monitor priorities, risks, and execution across multiple CX transformation programs.• Built Smartsheet-based dashboards and reporting frameworks that improved visibility into cross-functional initiatives and enabled more effective executive decision-making.• Founded and scaled the #how-i-used-ai-today internal community, growing to 900+ members and documenting hundreds of real-world AI workflows shared across teams.• Developed AI-enabled workflows, Gemini Gems, Google Apps Scripts, and automation tools to streamline reporting, program management, and internal enablement.• Partnered with cross-functional leaders to experiment with AI tools such as NotebookLM and Gemini to accelerate communication analysis, knowledge sharing, and training development.• Lead AI enablement sessions across internal communities including Women @ Workday to build practical AI skills and expand adoption across the organization.

Education

• University of Washington

  Bachelor of Arts, Business Administration

  1995

• Seattle University

  Master of Science, Finance

Skills

• Instructional Design
• Business Intelligence
• Microsoft Office
• Learning Management Systems
• Analysis
• Training Delivery
• Taleo
• Techsmith Camtasia
• Consulting
• Access
• Technical Writing
• Madcap Flare
• Enterprise Software
• Instructor-Led Training
• Leadership
• Curriculum Design
• Process Improvement
• Visio
• Recruiting
• Technical Training
• Curriculum Development
• Sharepoint
• Training
• E-Learning
• Program Management
• Cornerstone
• Software Implementation
• Team Building
• Management
• Databases
• Project Management
• Saas
• Business Analysis
• Mentoring
• Webex
• Professional Services
• Camtasia