Michael Hoffman

About Michael Hoffman

I solve complex problems by generating insights and creating solutions that drive growth. In other words, I diagnose systems, design solutions and drive their implementation.For over 10 years, I’ve specialized in a unique approach to organizational transformation: I use research to uncover the root causes of business challenges, design strategic solutions grounded in data and psychology, and lead cross-functional teams to implement sustainable improvements.Here’s how I’m different: I don’t just study problems or manage projects—I diagnose systems, design interventions, and drive measurable change. My methodology combines mixed-methods research, Lean Six Sigma rigor, and psychological insight to transform processes, elevate experiences, and achieve business goals.What I Do:I work at the intersection of research, strategy, and execution. Whether it’s a broken client experience, an inefficient process, or a missed growth opportunity, I:• Diagnose the real problem through observational research, qualitative interviews, surveys, and data analysis• Design evidence-based solutions using service design, process mapping, and strategic roadmapping• Drive implementation through cross-functional program management, change enablement, and continuous improvementHow I Do ItMy toolkit is deliberately hybrid. I bring together- Mixed-methods research (qualitative + quantitative)- Lean Six Sigma (Black Belt certified)- Cognitive psychology (BS in Psychology, Drexel University)- Strategic program management- Root cause analysis (5 Whys, Pareto, process mapping)- Stakeholder engagement and organizational changeThis combination allows me to see what others miss, ask the questions that matter, and translate insights into action.The Impact I CreateRecent wins include reducing case handling time by 37% through process redesign, influencing fiscal year strategy through observational research that uncovered critical gaps in client success, and producing multiple technology enhancements for a benefits platform roadmap through longitudinal mixed-methods studies.But the real impact? I help organizations move from firefighting symptoms to solving systemic problems. I turn “we’ve always done it this way” into “here’s the data on what actually works.”Let’s ConnectIf you’re tackling complex operational challenges, scaling a customer experience function, or need someone who can bridge research and execution, let’s talk.

Experience

1. Program Manager Benefits Enablement & Field Needs Assessment

   ADP

   Jun 2023 — Present · US

   Lead strategic research initiatives to transform complex business processes and elevate client experience. Design and execute mixed-methods studies that inform product roadmaps, operational strategies, and organizational change. Champion innovation culture and translate insights into measurable improvements. Manage large scale product development roadmaps.•Designed and led comprehensive observational research study on client benefit renewal process involving 40+ client-account manager interactions. Applied 5 Whys root cause analysis revealing 33% of participants failed to meet success criteria. Research findings directly influenced team\'s fiscal year strategic priorities.•Executed longitudinal mixed-methods research initiative combining live observation (30+ participants) with multi-wave surveys (80+ participants across 5 months) to course-correct service delivery. Synthesized findings into actionable product enhancements, producing multiple technology improvements added to FY26 benefits platform roadmap.•Led cross-functional transformation project (12-person team) to redesign COBRA benefit process across 6 departments and 2 technology platforms, impacting thousands of clients. Reduced case handling time by 37% through systematic process mapping, stakeholder alignment, and change management.•Designed and managed enterprise client satisfaction survey initiative with invitations and responses. Applied Pareto analysis to low satisfaction scores to identify top complaint categories and inform strategic interventions.•Project managed industry-leading employee benefits market research survey respondents). Synthesized complex data into compelling insights presented live to 500+ colleagues and hundreds of field associates virtually.•Project managed multi-fiscal year product development and launch plan across Enablement, Product Management, Product Planning, Development and all client-facing TotalSource service work-streams.

Education

• Drexel University

  Bachelor's of Science, Psychology

Skills

• Office Administration
• Editing
• Microsoft Word
• Team Leadership
• Healthcare
• Employee Training
• Spss
• Psychology
• Clinical Research
• Organization Skills
• Technical Writing
• Interpersonal Skills
• Microsoft Office
• Mental Health
• Public Speaking
• Teaching
• Time Management
• Database Management
• Data Analysis
• Analysis
• Change Initiatives
• Microsoft Excel
• Powerpoint
• Participant Recruitment and Consent
• Communication
• Leadership
• Team Management
• Learning & Development Solutions
• Research
• Training
• Relationship Building
• Spss Statistical Processor
• Operational Efficiency
• Management