Jill Jill Stinson Feather

About Jill Jill Stinson Feather

I am a strategic, relationship-driven, and direct leader who blends consulting expertise with deep operational leadership experience. I specialize in bridging the gap between business, technology, and executive decision-making—bringing clarity, accountability, and measurable outcomes to complex environments.Today, I serve as a consulting leader guiding clients through workflow design, operational improvement, and successful ServiceNow implementations across CSM, FSO, and HRSD. I lead a team of Business Process Architects, cross-functional Agile delivery teams, and complex customer engagements that require trust-building, decisive communication, and disciplined execution.Before moving into consulting, I led both operational and technical functions at Robert Half/CEA and Health Net. At CEA, I managed projects, customer onboarding, ServiceNow administration, and operational performance—including a small team of direct reports and dotted-line leadership of systems analysts. I oversaw workflows, SLAs, backlog management, and governance through CAB leadership, while serving as the internal ServiceNow SME after researching, negotiating, and implementing the platform.Earlier in my career, I led a 25+ person operational organization at Health Net, managed departmental budgets, and delivered major enterprise initiatives such as Concur Travel for associates—achieving multimillion-dollar savings and 99.9% customer satisfaction.Across all roles, my leadership style blends empathy with direct communication, ensuring teams stay focused, accountable, and supported. I’m known for stabilizing escalated situations, improving cross-functional collaboration, and driving operational excellence rooted in doing what’s right.I am passionate about applying GenAI and emerging Agentic AI capabilities to streamline workflows, enhance decision-making, and enable better business outcomes.

Experience

1. Director, Business Process Architecture

   NewRocket

   Nov 2022 — Present

   Summary:Lead a team of Business Process Architects and cross-functional Agile teams through enterprise ServiceNow initiatives, enabling workflow transformation, operational efficiency, and measurable business outcomes.Key contributions:Lead, hire, and develop a high-performing team of 5 Business Process Architects; maintain <0.01% turnover through direct, transparent, and supportive leadership.Oversee ~10 cross-functional delivery team members per project (Developers, SAs, QA) ensuring clarity, focus, accountability, and strong execution.Lead or support 16 ServiceNow implementations (12 CSM, 3 FSO, 1 HRSD), guiding workflow design, process optimization, UAT, readiness, and go-live success.Serve as the “bridge” between business stakeholders, executives, delivery teams, and partners — enabling alignment, transparency, and successful outcomes.Regularly stabilize at-risk or escalated engagements through direct communication, trust-building, and decisive execution.Apply GenAI and emerging Agentic AI capabilities to improve documentation clarity, workflow design, and operational decision-making.Partner with executives, clients, and ServiceNow teams to ensure strong collaboration and efficient delivery.

Skills

• Software Implementation
• Strategy
• Budgets
• Analysis
• Travel Management
• Vendor Management
• Saas
• Data Analysis
• Training
• Strategic Planning
• Program Management
• Team Building
• Management
• Visio
• Gap Analysis
• Cross-Functional Team Leadership
• Process Improvement
• Leadership
• Integration
• Operations Management