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Crystal Black
Looking for a jobProject Manager, Global Learning/IHG University
Project Manager at IHG Hotels & Resorts, standardizing global learning workflows and reducing intake and governance process time by 35 days.
United StatesProject Manager, Global Learning/IHG University at IHG Hotels & Resorts
About
Looking for opportunity to grow my skills and learn new industries. Work / life balance is important.
At IHG HOTELS & RESORTS, I provide project management oversight for a portfolio of 120+ projects annually, translating business and learning priorities into plans, timelines, and stakeholder reporting.
I standardized roles, handoffs, templates, and project controls across the global learning team, defining over 30 workflows. These practices clarified decision criteria and governance, while process improvements reduced intake and governance process time by 35 days.
I also define Smartsheet workflows and reporting requirements for portfolio oversight. This work eliminated manual email notifications, retired five manual trackers, reduced reporting to two hours, and created a self-service reporting dashboard.
Earlier at IHG HOTELS & RESORTS, I designed global customer-care curricula and learning resources for new systems and loyalty program launches. Using ADDIE-based analysis and process mapping, I helped reduce loyalty support center seat time from 22 to 10 working days.
Experience
Project Manager, Global Learning/IHG University
Managed a portfolio of 120+ projects annually, translating business and learning priorities into project plans, coordinating cross-functional teams, and delivering stakeholder reporting. Standardized governance and workflows, reducing intake time by 35 days and improving issue resolution rates.
Project ManagementPortfolio ManagementGovernanceRAIDSmartsheetMicrosoft 365Process ImprovementStakeholder Management
Curriculum Developer, IHG Rewards Club/Customer Experience Optimization
Designed and implemented global new-hire and refresher curricula for customer care environments across nine centers, reaching over 2,000 agents. Reduced seat time from 22 to 10 days through ADDIE-based analysis and process mapping.
ADDIE
Education
Project Management Institute
Earned the Project Management Professional (PMP) certification in July 2024.
Earned the Project Management Professional (PMP) certification in July 2024.
Association for Talent Development
Earned the Certified Professional in Talent Development (CPTD) certification in February 2019.
Earned the Certified Professional in Talent Development (CPTD) certification in February 2019.
Adobe
Earned the Adobe Captivate Certification in October 2018.
Earned the Adobe Captivate Certification in October 2018.