Ingrid Olsson

About Ingrid Olsson

PMP-certified learning technology & design program manager with extensive experience…

Experience

1. Senior Staff Program Manager

   ServiceNow

   Sep 2022 — Present

   Lead high-impact program teams to design and deliver onboarding experiences that accelerate new hire readiness and in-role performance. Partner with senior business leaders and SMEs to strengthen cross-functional alignment and drive measurable outcomes for global engineering, support, and product teams.• Lead the planning, development, and execution of Empower, a 4-day in-person learning experience held twice annually for over 200 global new hires and transfers across Product Management, Product Content, Research, and Design. • The program features presentations from senior leadership and interactive exercises and simulations centered on the Product Development Lifecycle (PDLC), designed to accelerate onboarding and build cross-functional alignment.• Achieved measurable business impact, including: Average CSAT and NPS scores above 4.5/5 from both participants and business leadership and 84% average increase in participant confidence in their role from pre- to post-event• Designed and implemented a standardized 120-day onboarding program for new Technical Support Engineers, combining self-paced courses, live virtual and in-person learning experiences, mentorship, and peer-to-peer relationship building.• This program led to measurable business impact, including: Increased average customer satisfaction (CSAT) scores, reduced average customer case time to relief, and decreased customer dissatisfaction percentage

Education

• University of Massachusetts Amherst

  Bachelor of Arts (B.A.)

  2005 — 2009

• John Jay College (CUNY)

  Master of Public Administration (MPA)

  2014 — 2016

• The City College of New York

  Master of Science (M.S.)

  2010 — 2012