Heather Kenyon-Pew

About Heather Kenyon-Pew

I’m a seasoned Program Manager with 17 years of experience in enterprise environments, including nearly 10 years specializing in Knowledge Management. My background spans Microsoft, Icertis, and Oracle, where I’ve led cross-functional initiatives, scaled automation programs, and driven content and compliance strategies that enhance operational performance and reduce risk.I bring a strong focus on operational excellence — streamlining processes, aligning global teams, and building sustainable systems that support efficiency at scale. I’m also skilled in automation strategy and development, with hands-on experience designing and deploying smart workflows that reduce manual effort, eliminate rework, and improve traceability across organizations.Throughout my career, I’ve built a reputation for taking complex, ambiguous challenges and translating them into scalable, actionable solutions. Whether driving stakeholder alignment, building global workflows from the ground up, or executing enterprise-wide change, I bring clarity, structure, and results.Prior to transitioning into enterprise tech, I spent 20 years leading high-performance operations in customer-centric environments — including successfully owning and operating a retail optical business and driving significant growth in new business revenue while leading strategies for established practices. These experiences not only strengthened my leadership and sales acumen, but also instilled a deep commitment to operational excellence, team development, and exceptional service — all of which continue to shape how I approach program delivery today.I thrive at the intersection of strategy and execution — designing systems that empower teams, scale efficiently, and solve problems before they escalate.

Experience

1. Principal Program Manager, Knowledge and Process Engineering Team - Knowledge Management

   Oracle

   May 2018 — Present · DE, US

   Program and project lead for OCI-DCO’s Knowledge and Process Engineering Team, Knowledge Management (KM), the service team responsible for all process and support content across the Data Center Operations organization. • Built the KM business and process workflows from the ground up, successfully evangelizing these processes for adoption across global teams.• Lead multiple cross-functional team projects to improve quality and accessibility of information for data center technicians, and managers, resulting in faster time-to-resolution for customer-impacting events, new site standups, and expansions, decreasing the organizations time to revenue.• Created SOPs, runbooks, and training materials for a worldwide audience using standard control framework to adhere to compliance and global standards.• Responsible for communicating organization news, process, and knowledge updates across the 500+ employees that make up OCI’s Data Center Operations organization.• Developed KM’s business offering workflows for intra- and inter-team engagements, sprints, and deliverable cadence. • Created the look and feel standardization for the organization, developing content templates for org communications, support content, and newsletters.• Developed the reporting criteria, managed the M&E, created data visualization content, and deliver the quarterly business metrics KPIs and roadmap status reporting for the business channel.Selected accomplishments:• Successfully led a major initiative to create and disseminate support and training collateral to rapidly stand up multiple data centers around the globe.• Designed the core content infrastructure system, standards, and supporting processes for the DCO organization, enabling users to quickly locate sought after information.• Conceived workflows to create open feedback forums on content and training assets, content control management and annual auditory compliance reviews.

Education

• Camden County College

  Associate's degree, Ophthalmic Science

• Bellevue College

  PMP

  2016

Skills

• Analytics
• Account Management
• Change Management
• Online Advertising
• Customer Communication/Customer Service
• Program Management
• Management
• Executive Level Relationship Building
• Retail
• B2b Marketing
• Case Studies
• Project Management
• Presentations
• Quality Control
• Entrepreneurship
• Program Launch
• Strategy
• Vendor Management
• Microsoft Office
• Data Analysis
• Business Continuity
• Operations Management
• Leadership
• Marketing Management
• Email Marketing
• Training
• Sharepoint
• Sprint Planning
• Knowledge Management
• Digital Marketing
• Customer Engagement
• Marketing
• Cross-Functional Team Leadership
• Program Implementation
• Marketing Strategy
• Product Marketing
• Documentation
• Strategic Planning
• Product Management
• Scrum