# Christine Kemp > Program & Project Manager seeking work with a social impact Location: San Francisco, California, United States Profile: https://flows.cv/christinekemp Program and operations professional with 10+ years of experience supporting cross-functional initiatives, managing complex workflows, and building systems that improve service delivery. Background in customer support operations, program coordination, and stakeholder communication across large organizations. Seeking to contribute operations and administrative expertise to mission-driven work. ## Work Experience ### Program Manager, Service Design @ Checkr, Inc. Jan 2025 – Jan 2026 | San Francisco, California, United States - First Program Manager hired to operationalize team’s work – owning planning, execution, and cross-functional delivery across all team initiatives. - Led automation and service-delivery initiatives that expanded self-service support capabilities and reduced manual support workload by an estimated 10–25%. - Owned team progress reporting and executive communications, including MBR delivery and weekly operational metrics - Improved operational execution and launch readiness through roadmap planning, and implementing Jira workflows ### Program Manager @ Postcard Cabins (formerly Getaway) Jan 2023 – Jan 2024 | San Francisco, California, United States - Managed company’s top-priority 2024 initiative: simultaneous implementation of a new hospitality tech stack to unlock operational efficiencies and enable dynamic pricing. - Led cross-functional delivery across property management, rate management, payments, and channel management platforms, defining workstreams, milestones, and executive reporting. - Owned RFP and vendor selection process for channel manager and managed all third-party partner communications through contract execution. - Delivered code-complete engineering handoff and executed vendor contracts by end of engagement. - Drove operational process improvements by redesigning the Help Center to improve self-service and reduce support contacts; conducted on-site observations at multiple cabin locations to identify efficiency opportunities. ### Program Manager, Support Product @ Lyft Jan 2022 – Jan 2023 | San Francisco, California, United States - In this role I managed a complex and cross-functional program aimed at maintaining safety and integrity on the Lyft platform. This work involved aggregating disparate workstreams into a cohesive program, plus defining scope, owning communication, and driving progress forward. - I led a Diversity & Inclusion initiative with a goal to improve Lyft’s internal operations in an inclusive way. I managed a working group of six that developed a Driver Pain Points Immersion Session and led two sessions with over 200 employees. ### Program Lead, Support Experience Launch Readiness @ Lyft Jan 2021 – Jan 2022 | San Francisco, California, United States I designed, implemented, and managed Lyft’s end-to-end Customer Support launch readiness program. This program allows for a repeatable process that ensures Customer Support and Operations teams are prepared for Product changes, and is able to handle readiness work for dozens of projects simultaneously. The program successfully delivered readiness for 35+ projects every quarter. ### Program Lead, Implementation Operations @ Lyft Jan 2020 – Jan 2020 | San Francisco, California, United States - I collaborated on the buildout of Lyft’s first launch readiness project management team, Implementation. Built standard operating procedures including project prioritization framework & communication processes, increasing team accountability and consistency. - Completed readiness for an average of 14 projects per quarter, working cross-functionally with teams including Product, Engineering, Data Science, Marketing, Support Content, Business Development, Legal, Training, & Workforce Management - Managed launch readiness for complex, high priority company initiatives including major driver pay changes and the launch of Lyft’s driver rewards program. ### Project Manager, Implementation @ Lyft Jan 2018 – Jan 2020 | San Francisco, California ### Senior Customer Experience Specialist @ Lyft Jan 2017 – Jan 2018 | San Francisco, California -Led quarterly customer insights sessions with Product and Engineering teams to influence and highlight key opportunities to reduce customer pain -Co-led strategy and buildout of 35 member Hub Support Team, designed to improve customer support at 30 in-person driver support locations nationwide -Ran 5-day foundational training for 34 agents and uptraining for 100 agents at BPO site in Winnipeg, Canada ### Customer Experience Senior Associate @ Lyft Jan 2016 – Jan 2017 | San Francisco Bay Area ### Customer Experience Associate @ Lyft Jan 2015 – Jan 2016 • Solve urgent issues and escalated cases involving drivers, passengers, and driver applicants. • Support's point of contact for passenger promotions, including marketing campaigns and passenger referral programs. • Collaborate cross-functionally with Lyft’s Driver and Business Operations teams on driver promotions, including partnerships with Starbucks, Fuel Rewards, and PerkSpot. • Lead foundational training for new agents at BPO sites. • Mentor new associates through bi-weekly meetings to discuss performance and goals. ### Event Manager @ Noise Pop Industries Jan 2011 – Jan 2016 | San Francisco Bay Area Noise Pop is a production company focused on championing independent music and culture through annual events such as the Noise Pop Festival, Treasure Island Music Festival, and 20th Street Block Party. • Manage 40 volunteers as a Front of House Manager for San Francisco’s Treasure Island Music Festival – annual attendance of 16k per day. • Show Manage other Noise Pop events including Noise Pop Festival and 20th Street Block Party. Responsible for artist hospitality and payout, VIP guests, and sponsorship deliverables. ### Marketing Coordinator @ Parish Entertainment Group Jan 2014 – Jan 2015 | San Francisco Bay Area Parish Entertainment Group operates some of the Bay Area's most popular music venues, bars, and entertainment facilities. My responsibilities on the marketing team include website management, social media, display advertising, PR, and customer support. • Develop marketing plans to successfully promote shows at three Bay Area music venues with methods including Facebook ad campaigns, ticket giveaways, and social media contests. • Write press releases for upcoming shows and maintain relationships with local press, radio, and blog outlets to encourage cross promotion. • Respond promptly and thoroughly to customer emails and phone calls regarding issues such as payment problems, website errors, lost items, or ticketing issues. • Build out shows in ticketing backend, paying close attention to detail regarding accuracy of on sale times, ticket pricing, and artist content. • Manage Facebook, Twitter, and Instagram accounts for all properties, posting compelling content to engage and grow user base. ### Event Staff - Technology Conferences @ Independent Contractor Jan 2014 – Jan 2015 I work with some of the best experiential marketing agencies on some of the largest technology conferences in the Bay Area. I deliver professional, high-quality service in fast paced environments while assisting event attendees and client executives. Salesforce Dreamforce Gala - Zone Lead, 2014 George P. Johnson Comcast Ventures Connected Home - Stage Manager, 2014 MKG MuleSoft Connect - Registration / Directional Staff, 2015 On Board Experiential Marketing ### Event Producer @ Beautiful Buzzz Jan 2012 – Jan 2015 Beautiful Buzzz is an event production company and show promoter that works to highlight emerging artists and bands. • Produce the largest independent music showcase during the SXSW Festival in Austin, TX, showcasing 90 artists over four days. Overall attendance of 10k. • Manage 30k budget, and pay all vendors and staff. Maximize funds to ensure all spending is critical to event’s bottom line. • Generated sponsorships and brand awareness campaigns with partners including Microsoft, Uber, Coca-Cola, and Red Bull. • Onsite production manager - working with artists, staff, and attendees. Coordinate media, press, and VIP requests. Manage production assistants. Ensure showcase runs on schedule. • Copy edit all marketing materials, including press releases and email newsletters. Assist with online promotion and marketing campaigns on social media and with press outlets. ### Partner Relations and Marketing Manager @ MAGNIFI.FM Jan 2011 – Jan 2014 Launched in September 2011, MAGNIFI (formerly DeliRadio) is a music technology company that intelligently streams relevant and emerging artists based on the listener's location and music tastes. • Second employee hired after founding team. Built and managed 15-person Partner Relations Team. Promoted to Social Media Manager, then Partner Marketing Manager. • Developed ticket giveaway program for venue partners that resulted in 150% increase of station launches. • Generated leads and formed partnerships with over 50 venue and festival clients. • Led live chat customer support team to patiently assist users across all operating systems, escalating issues to QA and Engineering when necessary. • Worked closely with Product team to design and develop partner engagement tools, including analytics dashboards and email marketing newsletters. • Designed activations and managed teams at conferences and festivals including SXSW, SF MusicTech Summit, and CMJ Music Marathon, consistently achieving increased user signups and track streams as a result. • Responsible for hiring new team members, conducting performance reviews, and day-to-day management of 15 person Partner Relations Team. • Managed all social media accounts for 12 months, including Facebook, Twitter, Instagram, Pinterest, and Tumblr, utilizing Google Analytics, Buffer, and Social Bro to analyze and expand reach. ### Producer & Events Director @ Mutiny Radio Jan 2011 – Jan 2012 | San Francisco Bay Area Mutiny Radio is an independent and collectively owned internet radio station based in the Mission District of San Francisco. • Produced and hosted a weekly show highlighting emerging artists. • Took a leading role in facilitating the station’s transition from its prior identity, Pirate Cat Radio, and helped build Mutiny Radio from the ground up. • Served as the station’s Events Director, and managed ticket giveaways and fundraising events. ### Programming and Promotions Assistant @ KFOG Radio Jan 2008 – Jan 2008 • As the assistant to the station’s Music Director, I uploaded, edited, and programmed new music into the station’s computer system, and categorized, transcribed, and archived old shows. • In the promotions department, I attended concerts and events to promote the station, facilitated in-studio private concerts for listeners, and worked as a production assistant for KFOG’s annual music festival. ## Education ### Bachelor of Science (B.S.) in Psychology UC San Diego ### The University of Manchester ### El Cerrito High School ## Contact & Social - LinkedIn: https://linkedin.com/in/kempchristine --- Source: https://flows.cv/christinekemp JSON Resume: https://flows.cv/christinekemp/resume.json Last updated: 2026-04-13