# Susan Neva, MPA, CPTM

> Learning Program Manager🔹 L&D Leader and Strategic Business Partner🔹Product and/or Employee Enablement🔹Agile Learning Product Mgmt 🔹Relationship Builder🔹Inspirational🔹Mind-Body Wellness and Resilience

Location: San Francisco Bay Area, United States
Profile: https://flows.cv/susannevampacptm

I’m a strategic learning leader who’s often tapped to solve big problems to move the business forward— I’m ready to bring that high-level impact to one company long-term. With product/technical enablement skills across SaaS, fintech, customer success, science/ engineering, STEAM education, and publishing domains, I excel in driving learning strategies. 

⭐️ Seeking a Learning Enablement Program Manager role at a customer-centric enterprise on a small collaborative team – planning, architecting, and implementing learning experiences. ⭐️ 

Superpower: Turning stakeholders and subject matter experts into educated colleagues working together to launch and refresh enablement, training, performance assessment, and knowledge programs. I blend intuition, strategy, relationship-building, and AI-based tools to inspire and drive action. 

My approach combines strategic planning and problem solving to deliver high-impact human-centered experiences. Coached 100+ stakeholders and SMEs from 2020-2024, building strong partner relationships.

->Outcomes:

- At Intuit, I led a strategic refresh of the QuickBooks Payments Expert training program, guiding cross-functional teams over 8 months, and prioritizing subsequent updates. Applied AI-based behavioral learning strategies into e-Learning to improve soft skills.

- Spearheaded development of a pioneering "financial acumen" learning experience at Starbucks enabling technology project managers to effectively follow finance business processes while using enterprise tools. Completed needs analysis to architect 40+ curriculum topics, building out 10.

- Designed and launched 22+ video-based courses at Applied Materials, receiving kudos from 25+ global SMEs. Adv. Metrology course saved travel costs and time for 10 employees during 2020.

- Led a collaborative team at PLOS that restructured journal guidelines and policies content across 7 scientific journals, reducing Help Article pages from 300 to 50 through strategic content architecture.

- As team lead, I planned and executed a workshop on government contracting, attracting over 50 attendees and 14 speakers. This initiative evolved into the Monterey Bay PTAC, which facilitated $40M in local business transactions with government agencies in 2015.

Using my Strengths (Deliberative, Restorative, Futuristic, Intellection, and Input), I inspire trust, anticipate and solve complex learning challenges, share compelling visions for L&D initiatives, and synthesize information from diverse sources to create holistic learning solutions. 

Photo by janamarcus.com

## Work Experience
### Instructional Designer | Fintech @ AllenComm
Jan 2025 – Present
Chime (People team): Updated HR-process eLearning in Rise/Docebo. Reviewed content for Apollo Project internal AI Upskilling initiative using ChatGPT and Glean. Truist Bank (Manager Critical Upskilling): Created vILT training for managers: High Impact Feedback; and Addressing Underperformance Effectively. (Fall 2025) 

Continued on the Manager Critical Upskilling project at Truist Bank. (Spring 2026)

Virtual temporary engagements in which I provided specialized instructional design services.

Allen Communication Learning Services, Inc. (commonly known as AllenComm) is a pioneering company in the corporate training and e-learning industry with a rich, four-decade history. It is in the business of custom e-learning development, blended learning, and instructor-led training.

⭐️ Currently continuing to seek a full time salaried employee role in Learning and Development that is a great fit for my skill set. ⭐️

### Senior Learning Program Manager of Expert Learning Experiences | SaaS | FinTech | Customer Success @ Intuit
Jan 2023 – Jan 2024 | Mountain View, California, United States
Intuit Academy Customer Success: 
Expert Learning Experiences for the Global Business Solutions Group (GBSG)

- Owned L&D training curriculum program;  led end-to-end program management of comprehensive curriculum initiatives for QuickBooks Payments call center agent training, aligning to cross-functional stakeholder business priorities and performance metrics.
- Drove prioritization, road mapping, and blended learning experience requirements, collaborating with Product Managers, Human-Assisted Service Design, Tier 3 Support Specialists, and Customer Experience Leads.
- Conducted needs analyses and refreshed 48 Articulate 360 e-Learning modules (Rise, Storyline) on financial topics, and 6 facilitator guides, while inserting practical hands-on activities. Collaborated with 12 IDs and 7 SMEs over 8 months. Prepped 60 Payments facilitators.
- Released 5 new e-Learning modules on Payments, Capital, and QB Live, aligning w/ change mgmt. to expand to 1,000 Experts supporting Green Dot bank calls. 
- Enhanced QuickBooks Year End Training for 7,000 Experts, covering critical financial processes like SMB 1099 Filing and W-2 preparation. Developed scenarios from actual customer financial inquiries.  Delivered readiness talks and 4 addt'l modules.
- Applied instructional design strategies including AI tools and task analysis in collaboration with IDs and other LPMs to design, develop, deliver learning content. Continuous L&D team process innovation.
- Applied AI-based behavioral learning strategies into e-Learning to improve Expert soft skills.
- Selected as Change Champion member of cross-functional Assessment Mission Team to ideate, design and develop practical scenario-based assessments.
- Assisted initiative benchmarking Intuit Academy Expert Network L&D against organizations implementing modern learning strategies in tax preparation and accounting domains.
(18 months consulting via Pyramid. Intuit's business model is a mix of contractors and perm employees.)

### Principal, Sole Proprietor | Conscious Life Coach | Mind-Body Wellness @ Green Emerald Healing
Jan 2018 – Jan 2024 | San Jose, California, United States
Wellness and resilience consultancy in mind-body integration and balance. Teaching Associate, etc. Developing a practice in my spare time over the years. Will formally launch this registered business as soon as time allows!

### Learning Program Management | Training and Documentation Manager at PLOS @ Learning and Development
Jan 2014 – Jan 2024 | San Jose, California, United States
Full time at Public Library of Science for 2 years, then full time freelance for 8 years.

### Learning Experience Design Consultant (Finance) at Starbucks Technology and Catalyst Labs @ Starbucks
Jan 2021 – Jan 2022
Consulting role: Sole practitioner: First x-functional L&D thought leader embedded in the business unit: PMO Portfolio & Program Mgmt and Technology Finance. 

- Pioneered comprehensive “financial acumen” learning experience, enabling technology project managers to effectively follow finance business processes while using enterprise tools. Outlined 40+ curriculum topics. Co-created ~10 topics with a vendor in DominKnow Flow; and introductory video with the vendor. Implemented 1st enterprise LMS data collection of knowledge check results.
- Orchestrated cross-functional collaboration between PMO Portfolio & Program Mgmt and Technology Finance depts, serving as a communication bridge to drive stakeholder alignment on technical financial software and task enablement. Coached 35+ internal SMEs on modern training and enablement methodologies.
- Tasked a graphic designer with creating flowchart and infographic PowerPoint templates in the company branding color palette, and a logo for the financial acumen curriculum. Wrote job aids and infographics.
- Methodologies included needs assessment, LLAMA (Agile development for instructional design), Action Mapping, microlearning, performance support, learner personas and character personas.
 (via Robert Half)

⭐️

### Digital Instructional Designer | Semiconductors @ Applied Materials
Jan 2020 – Jan 2021 | Santa Clara, California
- Drove instructional and visual design, and project management of MOOC-style online video-based courses in custom edX LMS. Created core engineering & technology courses on semiconductor technology and product development topics in collaboration with SMEs. Audience: highly educated engineers, program managers, data scientists, and other technical personnel.
- Designed, developed PPT and course storyboards, interactive digital activities, knowledge checks. Planned video shoots. Used Camtasia to record narrated presentations and collaborated on 22+ video-based courses, voiceovers, 1 podcast with videographer, media developers, graphic designer, LMS administrator, other IDs (peer review). My courses cumulatively enrolled over 3700 employees, with additional enrollments after this number was calculated in 2021. Kudos from 25+ global SMEs from Technician to Sr. Director.
(AppliedX CONTENT team via ICON Vendorpass)

Achievement:
- 2.5 hr. Advanced Metrology course saved travel costs and time for at least 10 employees in CY2020. 

⭐️

### Google for Education Transformation: Global Leadership Learning Program Manager @ Google
Jan 2019 – Jan 2019 | Sunnyvale, CA
As K-12 Global Adoption Team Program Manager, attended 3-day Innovator Academy cohort in Sydney. Attended 1-day Advocacy Training Energizer workshops in Sydney and at ISTE 2019 Philadelphia. 
- Owned, optimized, troubleshot global Google processes, operations. 
- Provided feedback to PD partner on event/curriculum content and execution.  L&D topics included design thinking, advocacy, project development, leadership, technology. 
- Planned and executed Community Leaders Mixer and Innovator Focus Group at ISTE.  
- Revamped cohort tracking and reporting systems, data dashboards. Implemented suggestions from participant feedback.
(via IntelliPro Group at Google Tech Corners, Sunnyvale, CA)

⭐️

### Education Special Project Manager and Team Lead | Learning Program Manager | STEM Challenge Designer @ NASA Ames Research Center
Jan 2017 – Jan 2017 | Mountain View, CA
Self-directed leadership role in the Office of Education and Public Engagement during this period of severe federal budget cuts to NASA-wide Office of Education. Special projects collaborative lead for a total of 4 people; Paragon TEC Lead for ES2 contract at Ames.  Organizational development of program/project policies and procedures, STEM Challenge development. Subject matters: ISS robots, 3D printing, astrobiology. (via Paragon TEC)

- Wrote and delivered presentation to Ames Executive Council on business case for Learning Lab Use Strategy.
- As team lead, used Design Thinking to drive iterative user-centered design of novel STEM Challenges (ILT – Educator Professional Development) for teachers to implement with students, integrating NGSS, Engineering Design Process, Project Based Learning, Project Management, Maker Education. 100-page facilitator guide.
- Strategic planning: proposal for scalable pilot collaboration and implementation.  
- Interactive ILT previews of Challenge to teachers, pre-service teachers, mentors during summer EPD sessions.
- Visited local makerspaces for best practice research, including Ames Space Shop, K-12 schools.
- Met with SMEs (scientists, engineers, researchers, experts) to gather authentic information to write Challenges, and to review and provide feedback on content. 
- Winner at Ames Innovation Fair (June 2017) of $25K in funding for “Ames K-12 STEM Challenges.” 
- Let Your Invention Fly Challenge was funded and implemented in 2018 for $75K in collaboration with Fresno State University and teachers of K-12 students in California's Central Valley. Judged student competition at Fresno State in October 2018.

⭐️

### Training and Documentation Manager | Learning Program Manager | Knowledge Manager | SaaS| Publishing @ Public Library of Science
Jan 2014 – Jan 2016 | San Francisco, CA
Managed a highly collaborative team (3 staff, 2 consultants, 1 vendor) that created public-facing documentation for authors, editors, and reviewers; and internal training and workshops serving all 7 scientific journals.

- Led comprehensive knowledge management transformation, ideating and implementing human-centered design processes to map new information architecture and documentation strategies. This included task analysis, task flows, content audits, content strategies, user testing; card sorting and treejack testing of labels. 
- Restructured journal guidelines and policies content on public-facing websites for all 7 journals concurrently with the launch of new custom-built CMS tool, reducing Help Article pages from 300 to 50 while improving user experience and information accessibility. Aligned with Product and UX using iterative and Agile development processes.
-Successfully designed, deployed system centralizing data driven workflows for website updates, using Confluence and JIRA.
- Managed creation of Minimum Viable Documentation supporting Agile rollout of the new manuscript submission system: Aperta™ for PLOS Biology. Documentation Sprint, Author journey content analysis, Aperta™ video.
- Partnered with Sr Mgmt team and other managers to define deliverables, communications, and change management.
- Hired, onboarded, coached 3 staff and 2 consultants. Led team development. Attended and sent staff to "Accomplishing More with Less" productivity training. Oversaw workshops (Training for Trainers, Presentations, Writing Documentation, Documentation Clinic) and content standards, management; communication plans and implementation; style guides.

⭐️

### Project Manager @ Open Doors Group
Jan 2014 – Jan 2014 | Silicon Valley
Assisted with launch of nonprofit pilot Leadership Services Project with go-live Sept 2014. Deliverables in marketing, content (webinars, online course), mentor matching.
Volunteer role at soon-to-be nonprofit involved in Open Educational Resources, among other projects.

⭐️

### Instructional Design Consultant - Technical Training at Pacific Gas and Electric | Utilities @ The Mosaic Company
Jan 2012 – Jan 2014 | San Ramon, CA
Technical Curriculum Development: Gas Operations Training at PG&E Academy.
A rapid design, start-up, hyper-growth environment. 

Selected to act as Senior Instructional Designer / Asst. Project Manager to create one-day ILT for high stakes As-Built course. Ideated beginning-to-end design and evaluation approach; delegated, provided feedback on Designers’ deliverables; partnered to drive project to Pilot. Scheduled, drove SME meetings. Brought team (new to Academy, Fall 2013) up to speed on Academy rapid Production Process. During Q1 2014, 1000 people trained. (9/13 - 1/14)

Gas Distribution Control Center Operator Apprenticeship Training Program. (6/12 - 8/13)
Designed Modules 1 - 9 (alpha-pilot). Designed blended learning: WBT, eWorkbook, ILT, coaching guides, field visit checklist, performance support, and knowledge and skill assessment content using front-end and task analysis; and Rapid Design.

Performance assessment lead. Wrote, authored/built and troubleshot Questionmark items and exams: 9+ knowledge assessments and skill scorecards: Monitoring (gas system) and Operator Qualification; Clearance; and As-Built. Selected over 3rd party to design and build scorecard for L3 performance assessment for Distribution Clearance (SAP simulation). Calculated Angoff cutoff scores; test validation, psychometric review. Item writing, question writing training, items reviews, standard setting sessions.

Engaged with ambiguity; frequent changes in leadership, SMEs, and content requirements; limited and constantly evolving information; and 4 to 6 week deadlines. Two start-up environments: Gas Operations Training; Gas Distribution Control Center.

Designed/wrote a 50-page interactive e-Workbook in only 6 weeks on knowledge/skills/attitudes critical for Distribution Control Center Operators to understand and master to complete their primary job task: Monitoring. My work on Monitoring and Control (e-Workbook, learning objectives) received kudos from 35-year veterans and SMEs.

⭐️

### Education Producer | STEAM Education Product Developer | Instructional Designer @ RAFT Resource Area for Teaching
Jan 2011 – Jan 2012 | San Jose, CA
- Contributed to the design of over 50 hands-on STEAM (math, science, art) Activity Kit physical products for preK-12 educators for purchase via RAFT’s first online store. Drove the production of Idea Sheets and Tip Sheets for educator professional development (EPD) for adult learners.. Reverse engineered, researched, re-designed, and prototyped the products. Specified product components. Tested pre-release with users to validate product, instruction upgrades. Conducted user testing; implemented iterative improvements with R&D based on educator feedback.
⭐️

### Personal Academic Coach | Credentialed Teacher Mentor | Educational Therapist @ Consultant | Academic Coach | Educational Therapist
Jan 2010 – Jan 2011 | Silicon Valley, California, United States
- Tutored in after school programs providing No Child Left Behind Supplemental Educational Services in math and English language arts. 
- Implemented clients' treatment plans at Lindamood-Bell as a Clinician. Total of 1 year + 1 summer.

⭐️

### Project Manager and Team Leader @ Monterey County Federal Business Opportunities Project
Jan 2009 – Jan 2010 | Monterey County, California, United States
The goal of the Leadership Monterey Peninsula (LMP) Monterey County Federal Business Opportunities (MCFBO) project was to create a coordinated, informative and supportive community resource to help businesses qualify, submit and win regional Federal business opportunities. The project was transitioned into Monterey Bay PTAC (Procurement and Technical Assistance Center) that facilitated $40M in local business transactions with government agencies in 2015.

- Planned, developed, marketed, and presented a successful workshop on Federal government contracting for the Monterey Peninsula region business community, with over 50 attendees and 14 panelists/speakers. (April 29, 2010)
- Directed five-member all-volunteer community service project team. Worked with a diverse set of stakeholders to define needs and scope project. Influenced, negotiated and held occupationally diverse team of peers / leaders accountable to execute. 
- Managed project scope, including goals, objectives, dependencies, constraints, resources, and communications. Identified competitors and collaborators. Facilitated weekly meetings.
-Secured all resources needed for the project via donations (website, print materials, food, venue with AV equipment.)
- Reported on project status, challenges and impact to LMP classmates, the LMP Executive Director, and the community via initial, interim, and final presentations and reports. 
                                         
                                              ****
What: Government Selling Demystified: Getting Qualified For Federal Government Contracts, A FREE Community Workshop.
Who: Federal Business contracting experts and local supporting business agencies presented and shared their knowledge and insight.

⭐️

### LMP Class of 2010 @ Leadership Monterey Peninsula
Jan 2009 – Jan 2010 | Monterey County, California, United States
The program meets one full day each month for 10 months. Sessions include field trips, site visits, experiential leadership activities, and expert speakers on topics relevant to the day’s theme. Each day focuses on a different and vital aspect of the community (agriculture, environment, government, history, arts, education, health care, public safety, business and economic development, communications, and nonprofits).

The objectives of the program are: to heighten awareness of key business, government and community organizations; to provide in-depth perspectives on community issues and challenges; to promote placement in high profile stewardship positions; and to encourage active membership in a life-long network of community leaders.

See www.leadershipmonterey.org

⭐️

### Senior Instructional Designer @ Defense Language Institute Foreign Language Center
Jan 2009 – Jan 2010 | Monterey, California, United States
Senior Instructional Designer, April 2009 - Oct 2009 (via L-3 Communications)
- Designed lessons, activities, assessments for Headstart version 2: elementary foreign language e-learning for soldiers. Improvements based on ISD, and theories of both foreign language teaching and language acquisition.
- Designed user interaction PowerPoint storyboard documentation for Flex-based design. As point of contact for software engineers, brought this key product upgrade back on track in 40 days. Wrote product specs. Benchmarked against Rosetta Stone.

Course Content Writer / Researcher / Editor, Oct 2009 - Feb 2010 (via L-3 Communications)
- Wrote learning objectives, content, data for global audience: 5 online regional studies and cultural orientation courses of 75+ pages each. Countries included Croatia and Malaysia. Functioned as SME.
- Edited, updated, and rewrote others’ products cooperatively as part of a team of writers and editors.

Course Content Writer / Researcher, Feb - Apr 2010 (Contracted directly with DLIFLC)
- Researched and wrote content for Countries in Perspective chapters on Croatia.
http://fieldsupport.dliflc.edu/products/cip/croatia/default.html

⭐️

### Education and Enablement Consultant | Training Document Writer @ Oracle
Jan 2008 – Jan 2009 | Redwood Shores, California, United States
Global Alliances and Channels, Oracle PartnerNetwork Competency Enablement Team. 
- Researched, re-purposed, designed, wrote, and edited the first comprehensive Oracle Sales 101 for Partners online curriculum, comprising 15 chapters. 
Units included: Welcome; Getting Started; Planning; Selling; Post-Selling; and Additional Resources and Glossary.
Created documentation plan; managed production editing and performed quality assurance testing of produced content; authored and illustrated content using MS Office and eXe. Strategically linked business objectives to learning needs. Interviewed Director and Salesperson SMEs. Reviewed Salesperson competencies.
- Scoped content for PreSales 101. 
- Reviewed and evaluated LMS and live virtual classroom e-learning products for Business Requirements Document. 
- Accelerated productivity of the Romanian team by expediting the development of Guided Learning Paths for over 10 different software products. Wrote assessment questions for Adobe Presenter / PowerPoint e-learning training courses for technical and non-technical (sales, pre-sales, and implementation) roles. 
- Teamed with subject matter experts.
- Identified and translated company policies, business strategies, and industry specifics into top quality deliverables for global audience.
(via Kelly Engineering)

⭐️


## Education
### MPA in Master of Public Policy and Administration
Columbia University

### Credentialing Specialist Certificate
Institute for Credentialing Excellence

### Division of Continuing Education: E-Learning Instructional Design
UC Irvine

### Master's level Certificate courses in Advanced Instructional Design (online)
San Diego State University

### Master of Public Administration - MPA
Columbia | SIPA

### L&D Conference Attendance

### Teaching Associate
Center for Spiritual Living San Jose

### Intro to Human Resource Management
UCSC Silicon Valley Extension

### People Management Development Series
PLOS

### Information Architecture - San Francisco
Nielsen Norman Group - Usability Week

### Certificate in Community Leadership 10-month Core Program
Leadership Monterey Peninsula

### Adobe Photoshop in InDesign, Illustrator
Foothill College Krause Center for Innovation

### Teachers for Tomorrow's Schools Mid-Career Math and Science Program in Teaching Credential
Mills College

### 1st year Hungarian: FLAS Fellowship in US Dept. of Ed.
Indiana University Bloomington

### B.A. in Cum Laude
Carleton College

### Yoga Practitioner and Holy Fire III® Karuna Reiki® Master including World Peace Reiki


## Contact & Social
- LinkedIn: https://linkedin.com/in/susanneva

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Last updated: 2026-04-05