Michelle D. King

Facilitation Manager

LifeLabs Learning · San Francisco Bay Area

Nov 2024 – Present(1 yr 6 mos)

Chief Executive Officer

Own Your Career, LLC · California, United States

Jan 2024 – Present(2 yrs 4 mos)

Own Your Career is an organization dedicated to helping individuals cultivate their career path and personal growth. We offer training, resources, and coaching focused on leadership development, career transitions, and work-life balance.

Lead Instructional Designer

Lead Different Consulting · Los Angeles, California, United States

Jun 2024 – Present(1 yr 11 mos)

As an Instructional Designer at Lead Different Consulting, I create and implement innovative learning solutions that drive organizational effectiveness and employee growth. My role involves designing engaging and impactful training programs that cater to diverse learning needs across various industries. Leveraging cutting-edge educational technologies and methodologies, I ensure that each training solution aligns with the unique strategic goals of our clients, fostering an environment of continuous improvement and excellence in learning. My commitment to high-quality instructional design contributes to Lead Different Consulting's mission of transforming leadership and organizational culture through bespoke learning interventions.

Fractional CLO

Insignia Training Partners, LLC

Dec 2023 – Present(2 yrs 5 mos)

As a Fractional Chief Learning Officer (CLO) and Learning & Development Strategist at Insignia Training Partners, I design and implement comprehensive learning strategies tailored to client needs. My role involves developing innovative training programs, optimizing learning systems, and providing strategic guidance to enhance organizational performance and employee development.

Instructor/Leadership Coach

Bossed Up

Feb 2019 – Present(7 yrs 3 mos)

As a contract instructor for Bossed Up's Level Up program, I create and deliver course content, instructing cohort participants to help them advance their skills. Additionally, I provide leadership coaching to participants, guiding them toward personal and professional growth.

Head of Curriculum Development

Film Forward by Seed&Spark

May 2022 – Sep 2023(1 yr 5 mos)

■ Successfully created, organized, structured new position with limited resources in fast-paced, high-growth, VC-backed startup environment ■ Managed the end-to-end strategy, design, budgeting, and successful delivery of three innovative experiential learning programs encompassing 36 modules,incorporating leading practices in adult education including principals from educational research, psychology, organizational development, and neuroscience. ■ Led a team of 3 talent development professionals, fostering collaboration while driving aggressive sales goals, resulting in significant increase in sales and customer renewals. ■ Designed and delivered programs resulting in measurable behavior and culture change at client sites across new managers, emerging leaders, and direct populations. ■ Designed and implemented client onboarding process, enhancing the experience for employees at all levels of the client organization resulting in increased engagement and improved outcomes. ■ Leveraged experience, best practice research, and employee data to establish people manager quality metrics, implementing benchmarks for ongoing measurement and influencing senior leadership and stakeholders for strategic alignment. ■ Strategically aligned clients’ organizational values into learning and development programs, fostering a stronger sense of community among leadership and individual contributor populations and ensuring successful integration of learning concepts in alignment with client’s organizational culture goals resulting in NPS of 60+

Global Head of Enablement (SAP Procurement) and Learning & Development

SAP

Aug 2018 – May 2022(3 yrs 10 mos)

■ Built and managed a team of 8 learning instructional designers and 4 dotted line reports. Successfully designed training programs for 1,000+ employees from entry-level to executive levels across Ariba & Fieldglass product lines. ■ Designed and implemented 330+ pieces of content using various modalities (podcasts, bite-size training, e-learning, gamification, just-in-time), improving onboarding time and doubling employee productivity. ■ Created advanced troubleshooting cross-training rotational program for 1,000+ product support engineers, driving a 70%+ increase in employee confidence and cutting time to solve customer problems in half for new hires. ■ Served as LOB D&I Chief Operating Officer. Trademarked “Design Your Career Master Plan” career planning program. 80% were promoted after completing the cohort, particularly women 4.89 rating out of 5 for the program. ■ Developed programs to support managers, and executives with best practices from the perspective of emotional intelligence. Piloted and scaled out emerging manager program across the LOB to build strong succession bench and proactively develop future leaders.

Global Sr. Engineering & Enablement Manager for Human Experience Management (HXM)

SAP

May 2015 – Aug 2018(3 yrs 4 mos)

■ Managed global process in managing development requests to service customers. Partnered with engineering, escalation managers, customer success teams, implementation partners, and customers to quickly resolve issues. ■ Created communication process in system to ensure proper communication with clients and improved documentation of issues, deflecting customer support tickets by 12,000/month and driving NPS by +11.3 points. ■ Built an inaugural learning & development program focused on employee onboarding and a system of peer mentors. As a result of program, employees were able to drive complex projects within their first 2 months vs. 4 months.

Sr. HRSP Business Analyst

NetApp · Sunnyvale, CA

Oct 2014 – May 2015(8 mos)

■ Hired to consult on rehaul of the entire HXM system, partnering with stakeholders across the company to identify opportunities to drive efficiencies in design of the new system. ■ Project consultant on multi-million HXM project across 40 people (IT, HR, Development, Internal Customer Support). Updated legacy systems and 3P vendor integrations, ultimately delivering the project requirements on time and on budget (within 1 year). ■ Led training and enablement for internal stakeholders. Ensured proper maintenance of the new system.

Customer Escalation Manager (NAM/LATAM) & Alliances Project Manager HXM

SAP

Jul 2013 – Oct 2014(1 yr 4 mos)

■ Managed NAM/LATAM customer escalations across thousands of global enterprise accounts by ordering, structuring, and bringing major incidents to management’s attention. ■ Optimized customer escalation process given business needs, impact, and overall health of the customer, ultimately reducing escalation rate from 65% to 20% of tickets. ■ Created, designed and trained 3rd party resellers (e.g. ADP) on delivery of customer support for HXM. Created the communication playbook for coordination of SAP support and reseller support channels. ■ Managed Alliances (3rd party vendors) escalations and processes to get those relationships back on track.

Global Readiness and Enablement Manager, Human Experience Management (HXM Innovations)

SAP · San Mateo, CA

Apr 2011 – Jul 2013(2 yrs 4 mos)

■ Led transition after SAP acquired SuccessFactors, spearheading global enablement across 1,500 people across the Philippines, India, North America, and Europe. ■ Identified need to develop onboarding/enablement for two new roles, hired, and trained the first 100 people: Customer Engagement Executive (drove renewals and upsells) and Customer Support Manager (drove day-to-day health/ maintenance of accounts). ■ Strategized transition of L&D from only peer-to-peer training to scalable programs such as brown bag lunches and reusable recorded content, ultimately creating stronger connections across the company. ■ Identified top pain points with cross-functional stakeholders (operations, technical teams, corporate training, sales) and designed a series of micro-learnings and just in time training, increasing closed tickets within SLA by 35%.

Customer Success Lead (Platinum Level), SuccessFactors (acquired by SAP)

SuccessFactors

Oct 2009 – Sep 2011(2 yrs)

■ Served as a leadership-level IC leading global enablement strategy for all product lines and across the company of 500+. Mentored new hires and more junior employees across the company. ■ Built the 1st 24-hour customer service process “Follow the Sun” transitioning clients to team members across time zones, ultimately driving customer satisfaction and helped land new enterprise clients with over 100,000 employees. ■ Managed high-profile and the most complex enterprise-level accounts, particularly critical accounts with the risk of loss to the company and drove upsell and renewal opportunities. ■ Partnered with multiple customers to streamline their experience and strategize the best ways to utilize our products based on their business needs or plans.

Talent Management and Training Development Specialist

VWR International, LLC

May 2006 – Oct 2009(3 yrs 6 mos)

Co-Owner/CHRO

Reiter Associates · Pennsylvania, United States

Jan 1998 – Oct 2005(7 yrs 10 mos)

Senior Technical Instructor

Catapult, Inc.

1994 – 1998(4 yrs)

Senior Project Manager/Early Talent Program Lead

Applied Decision Analysis, Inc.

1991 – 1993(2 yrs)

Specializes in applying practical quantitative techniques to management problems in the public and private sectors. The firm performs analytical work in six major areas: market forecasting, customer satisfaction and loyalty studies, research and development planning, operations management, strategic planning and policy analysis. Clients include energy industries, manufacturing companies, service companies and government agencies.