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Ingrid Olsson
Senior Staff Program Manager @ServiceNow
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WORK HISTORY
Senior Staff Program Manager @ServiceNow
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.)
John Jay College (CUNY)
Master of Public Administration (MPA)
The City College of New York
Master of Science (M.S.)
ABOUT INGRID OLSSON
PMP-certified learning technology & design program manager with extensive experience…
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