Rachel Light Bayston

Senior Technical Program Manager @Medallia

San Francisco, CA, US

Lead the end-to-end technical delivery of complex customer experience programs for enterprise clients across multiple industries. Responsible for driving scalable, sustainable solutions by overseeing technical design, system configuration, documentation, and implementation quality across a portfolio of accounts.• Manage cross-functional technical teams, including Analysts, Engineers, Solution Architects, and Offshore Specialists to ensure project success and alignment with client business goals.• Serve as the senior technical escalation point and trusted advisor for high-priority client programs.• Guide architecture design and lead solution reviews, QA checkpoints, and UAT sessions to ensure high standards and technical accuracy.• Collaborate closely with Program Managers and Experience Leads to manage scope, mitigate risks, and deliver on-time, high-quality outcomes.• Lead technical audits and roadmap planning, applying deep knowledge of Medallia’s platform to recommend innovations and improvements.• Coach and mentor junior team members, contributing to department-wide enablement through training, peer reviews, and content development.• Track portfolio performance metrics and implement continuous improvement strategies.