DANIEL YATES
Sallynoggin, Dublin
Summary
Committed and highly skilled Program and People Manager equipped with outstanding communication, organizational and analytical skills. Proven ability to assist in the organization of multiple projects on behalf of local, national and multinational organizations.
Overview
15
15
years of professional experience
Work History
Program Manager | IT Services
Amazon
Dublin, Ireland
11.2023 - Current
- Coordinate with partners to develop and ensure the success of program initiatives.
- Identify opportunities for improvement in existing processes within program delivery cycles.
- Align program strategies and goals through consistent communication with partners.
- Develop project plans, identify risks, set objectives, analyse and report on data collected during the course of programs, while monitoring progress towards completion.
- Develop process runbooks, documentation and training materials for new hires involved in the program activities.
Manager, Customer Notifications Program
Oracle Cloud Infrastructure
Dublin
06.2022 - Current
- Service owner for global customer communications program, managing a team of program managers executing varied product development programs and projects focused on customer service delivery.
- Plan and direct resource schedules and project budgets while driving programs and projects from initiation through to delivery.
- Select, develop, and evaluate personnel to ensure the efficient operation of the customer notifications program.
- Work closely with senior organizational stakeholders to coordinate cross organizational initiatives.
Incident Communications Manager
Oracle EMEA Limited | ORCL IE
Dublin
04.2019 - 06.2022
- Incident Communication subject matter expert who takes a leading role in Operational duties of the Customer Notifications team, responsible for publishing accurate and concise customer and internal facing communications for complex technical issues
- Developed, maintained and deepened strategic partnerships with OCI service teams, Incident Management and customer facing support teams, including managing Service Team onboarding project for new OCI services
- Established consistent and scalable QA program as part of our strategic roadmap, enabling me to identify opportunities for improvements for both individuals and team performance as well as process improvements through delivery and analysis of KPI data
Communications Manager
Rational Interaction/ Microsoft
Dublin
05.2016 - 04.2019
- Live Site Incident subject matter expert, involved preparation and posting of outbound communications for both customers and internal parties and QA analysis of all Live Site communications for a global team
- Real-time monitoring of the @AzureSupport Twitter handle, triage of inbound customer communications, determination and execution of appropriate communication plans and resolution paths
- Social Listening for the wider Azure brand & competitor mentions
- Coordination of in-bound Azure Support requests and crisis management with the Customer Experience Team, Engineering team, and other internal stake holders
- Established consistent and repeatable process for technical documentation within global team.
Senior Social Media Associate
Ancestry.com
06.2015 - 05.2016
- Responding to posts, comments and messages across multiple social media channels
- Leading by example as an expert and advocate for Ancestry’s products, on all social media and community channels
- Providing continuous mentoring and training to a team of social media associates
- Working in collaboration with Global Social Media Director, Online Community Managers, and international teams to improve and develop social media processes and policies
Education
Diploma - Project Management
Griffith College
09.2018
B.A. (Hons) - History with Archaeology
University of Wales
07.2005
Skills
- Communications Strategy and Leadership
- Project Management
- Program performance analysis
- Team Building and Management
- Training and Development
- Performance Evaluations
- Operations Management
- Strategic Planning
- Program Leadership
- KPI Analysis and Reporting
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Program Manager | IT Services
Amazon
11.2023 - Current
Manager, Customer Notifications Program
Oracle Cloud Infrastructure
06.2022 - Current
Incident Communications Manager
Oracle EMEA Limited | ORCL IE
04.2019 - 06.2022
Communications Manager
Rational Interaction/ Microsoft
05.2016 - 04.2019
Senior Social Media Associate
Ancestry.com
06.2015 - 05.2016
Diploma - Project Management
Griffith College
B.A. (Hons) - History with Archaeology
University of Wales
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