Rik Miller - CPPM

Associate Consultant

Rochester, Minnesota, United States15 yrs 3 mos experience

Highly Stable

Key Highlights

Led global client migrations and service delivery models.
Built automation tools saving thousands of hours.
Achieved 98-100% on-time delivery across multiple projects.

Stackforce AI infers this person is a SaaS and Customer Success expert with a strong focus on operational efficiency.

Contact

Skills

Core Skills

Project ManagementSoftware As A Service (saas)Customer SuccessTeam ManagementIncident ManagementCustomer Support

Other Skills

Customer ExperienceInternal CommunicationsProject ImplementationProject PlanningTime ManagementCommunicationStrategic PlanningBusiness OperationsOrganization SkillsCustomer EngagementLeadership DevelopmentStrategic CommunicationsCustomer RetentionTalent ManagementCustomer Relationship Management (CRM)

About

I specialize in fixing broken processes, scaling solutions, and helping teams work smarter—not harder. Over nearly a decade supporting technical programs, I’ve led global client migrations, stood up new service delivery models, and built automation tools that saved thousands of hours in manual effort. I’m at my best when things are complex and chaotic—because that’s where structure, communication, and the right tools make the biggest difference. I’m seeking a program management or operations leadership roles where I can solve hard problems, connect teams, and create real, lasting value. Due to disability-related needs, I’m seeking a remote-first or hybrid role with flexibility and strong support for accessible work—ideally in a culture focused on ownership, execution, and growth.

Experience

Ciena

Service Partner Management Consultant

Mar 2026 – Present · 0 mo · Remote

I'll share more as I dive into the role later.

Career break

Layoff/position eliminated

Apr 2025 – Mar 2026 · 11 mos

Following an organizational restructure at Microsoft, I took a deliberate break to reset, reflect, and be intentional about the next chapter.
Used the time to recharge and stay up to date on working practices and build my education and health.
Gained my CPPM and lost 100lbs so was very rewarding both personally and professionally.

Insight global

Program Lead and Engagement Manager

Nov 2024 – Mar 2025 · 4 mos · Rochester, Minnesota, United States · Remote

Oversaw delivery of 6,000+ enterprise SaaS and Azure implementations, full lifecycle execution and achieving 98–100% on-time delivery across portfolios exceeding $10+M ARR.
Partnered on Azure DevOps backlogs for 5–12 concurrent SaaS workstreams, writing 300+ user stories and reducing engineering rework by 30–40 percent.
Built automated reporting workflows in Power BI and Power Automate that improved efficiency by up to 95 percent, eliminated reporting defects, and cut processing time.
Produced 100+ technical documents—including release notes, feature guides, and SOPs—that improved customer adoption and reduced support escalations by 15–25 percent.
Facilitated Agile ceremonies for 5-20 cross-functional SaaS engineering and product team members, increasing delivery velocity by 20–35 percent.

Customer ExperienceInternal CommunicationsProject ImplementationProject PlanningTime ManagementCommunication+12

Designit

Program Lead and Engagement Manager

Jan 2020 – Nov 2024 · 4 yrs 10 mos · Rochester, Minnesota, United States · Remote

Same as above role as team was acquired by Insight Global.

Covestic

Live Service Analyst and Incident Manager

Jun 2018 – Sep 2019 · 1 yr 3 mos · Redmond, WA

Managed incident operations for 100M+ monthly Xbox Live users, coordinating 5–10 engineering and operations teams, achieving 99.9% uptime and resolving 95% of critical incidents within SLA.
Developed 15+ incident playbooks and processes, improving service continuity by 20% and reducing MTTR from 3 hours to under 45 minutes for high-priority incidents.
Leveraged telemetry and analytics to identify 50+ recurring issues per quarter, drive root cause analysis, and prioritize backlog items that reduced repeat incidents by 30%.

Internal CommunicationsSoftware as a Service (SaaS)Customer SuccessIncident Management

Affirma

Customer Support Analyst

Aug 2016 – May 2018 · 1 yr 9 mos · Redmond, WA

Monitored social sentiment and telemetry for 1M+ users, resolving 20+ high-impact issues per month and improving customer satisfaction by 15%.
Developed 5+ internal support tools, reducing analyst response time by 40–60% and streamlining 10,000+ support interactions quarterly.
Analyzed 12+ months of incidents to optimize workflows, reducing escalations by 25% and resolution times by 30%.

Internal CommunicationsSoftware as a Service (SaaS)Customer SuccessCustomer Support

Integrity staffing solutions

Safety Specialist (Integrity Staffing)

Feb 2014 – Feb 2016 · 2 yrs · Jeffersonville, IN

· Managed a team of 25+ coaches to manage and maintain the training standards for 5,000+ employees in the largest fulfillment center for Amazon in the world
· Led investigations on safety incidents and well-being of both employee and company assets

Gamestop

Assistant Manager

Jun 2009 – Aug 2013 · 4 yrs 2 mos · Corydon, IN

· Worked with Store Manager to maintain operations and day to day functions within the store
· Organized and managed community events, product launches, and marketing setups for the store and nearby area