RACHEL WU
Toronto,ON
Summary
Delivery-focused program leader with 10 years of experience across e-commerce, automotive, healthcare, and professional services. Skilled at translating strategy into execution by aligning stakeholders, mitigating risks, and delivering measurable outcomes. Recognized for building scalable processes, fostering transparency, and driving programs to exceed expectations.
Overview
10
10
years of professional experience
Work History
Technical Program Manager
Rakuten Rewards
Toronto, Canada
09.2022 - Current
- Launched the Rakuten Co-Brand Amex Card (US market) and the In-Store & Dining Rewards Program, leading 10+ cross-functional teams and external vendors across multiple time zones.
- Built program governance dashboards (RACI, Gantt, stakeholder maps, risk logs), improving leadership visibility, enabling early risk escalation, and accelerating decision-making.
- Developed a 100+ action-item launch roadmap with clear ownership and timelines, centralizing workstream tracking as the daily source of truth for program leads.
- Delivered a real-time personalization feed to 12M+ active users, increasing click-through rates by 15% within 3 months.
- Implemented a centralized dependency tracking framework, reducing unplanned delivery delays by 40%, and improving cross-team predictability.
- Shortened incident resolution time from 2.5 hours to 45 minutes by introducing structured escalation workflows and ownership mapping.
- Improved roadmap predictability to 92% on-time delivery through governance playbooks.
- Designed and executed a phased bug bash and rollout strategy with Slack automation, earning 100% positive team feedback, and accelerating defect resolution.
Agile Delivery Manager
KAR Global
Toronto, Canada
10.2020 - 09.2022
- Led two enterprise-scale programs (12–15 teams) to unify registration and checkout processes across six business units, enhancing transparency and customer experience.
- Received 98% positive stakeholder feedback on program visibility, communication, and collaboration.
- Delivered custom Tableau-based CapEx tracking templates, improving program manager productivity by 50%.
- Published monthly newsletters and facilitated program huddles to communicate releases, feature adoption, and milestones, improving stakeholder engagement and alignment.
- Built team-working norms and coached on Agile best practices, enabling cross-functional self-organization and continuous improvement.
- Managed 10–15 weekly releases, aligning dependencies across product, engineering, and operations.
Senior Program Manager
SEIU Healthcare
Toronto, Canada
01.2017 - 09.2020
- Co-created a $700K Frontline Stays Program with Airbnb to house healthcare workers during COVID-19.
- Managed a $5M annual budget for high-profile initiatives and vendor contracts, negotiating $100K in annual savings.
- Led SEIU’s largest five-day convention ($1.5M budget, 30 staff), achieving 97% positive attendee feedback.
- Managed a 3-year Leadership Academy program with over 1,000 graduates, increasing participant engagement by 75%.
- Directed a long-term care bargaining campaign, achieving 1.5% annual salary increases over 3 years, 50% above baseline agreements.
Event Coordinator
CPA Canada
Toronto, Canada
01.2016 - 01.2017
- Coordinated and executed 20+ annual events, managing speaker arrangements, AV, logistics, and vendor contracts.
- Created standardized event documentation (RFPs, critical paths, post-event reports) to improve efficiency and repeatability.
Education
Bachelor of Arts - Commercial Aviation Management
Western University
Project Management Certificate -
University of Toronto
Certified Scrum Master -
Scrum Alliance
Skills
- Program Management: Roadmapping, OKRs, Portfolio Planning, Agile/ Scrum, SAFe, Risk Mitigation, Governance Frameworks
- Technical Expertise: Data Migration, Datadog Dashboard, APIs, Jira, Confluence, Aha, Easy BI
- Leadership: Stakeholder Alignment, Executive Communication, Vendor Negotiation, Cross-Functional Collaboration
Timeline
Technical Program Manager
Rakuten Rewards
09.2022 - Current
Agile Delivery Manager
KAR Global
10.2020 - 09.2022
Senior Program Manager
SEIU Healthcare
01.2017 - 09.2020
Event Coordinator
CPA Canada
01.2016 - 01.2017
Bachelor of Arts - Commercial Aviation Management
Western University
Project Management Certificate -
University of Toronto
Certified Scrum Master -
Scrum Alliance
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