Shelby Ewen

About

I partner with small business owners to manage the behind-the-scenes of their business (systems, projects, and team workflows) so they can step out of the weeds and focus on the work they love. I’ve spent the past 9+ years working across customer experience, project and program management, nonprofit leadership, and SaaS implementation. I’ve supported enterprise software rollouts, led operational strategy for mission-driven organizations, and built customer journeys for high-impact service businesses. That range has shaped the way I work today—with empathy, adaptability, and a strong strategic lens. I’m not just a project manager or systems builder. I’m a trusted partner who helps businesses scale without chaos. Whether I’m managing a client onboarding overhaul, rebuilding a ClickUp setup, or helping a growing team streamline communication, I’m always asking: What would make this simpler? What would make this smoother? What would give the founder more space? Specialties include: • Workflow Design & Business Process Improvement • Team Operations & Cross-functional Collaboration • Tools: ClickUp, Notion, Airtable, Zapier, Google Workspace, Slack • Project Management (Agile, Waterfall, and hybrid) • SaaS Implementation & Internal System Builds

Experience

• IT Project Manager · IMA Financial Group, Inc.2024-08-01 – 2025-05-01

  Led cross-functional platform implementations and internal tool rollouts, aligning operations, sales, and compliance teams during a period of rapid enterprise growth. Key Contributions: - Implemented Salesforce Financial Services Cloud across three departments, improving visibility and alignment across workflows - Developed training documentation, executive dashboards, and communication strategies to drive system adoption and long-term engagement - Managed launches of internal tools including a company-wide intranet and digital contact management system, enhancing collaboration and information access - Translated technical configurations into scalable, user-friendly workflows for 1,000+ employees - Served as a strategic partner to senior stakeholders, fostering clarity and buy-in throughout complex change initiatives

• Project Manager · Paradigm2023-06-01 – 2024-08-01

  Led SaaS implementations for enterprise clients, managing end-to-end delivery of CPQ solutions, platform integrations, and client onboarding systems. Key Deliverables & Outcomes: - Delivered 3 full CPQ system builds in 5 months, reducing manual quote generation and improving sales accuracy - Managed 8+ concurrent implementation projects totaling $3M+ in annual contract value, accelerating average launch timelines by 60% - Built client onboarding frameworks, project plans, and implementation roadmaps for high-impact enterprise accounts - Facilitated sprint cycles, resourcing plans, and stakeholder meetings to ensure on-time delivery and client satisfaction

• Program Manager, Family Support · Helping Hand Home for Children2020-05-01 – 2023-06-01
• Program Manager, CX Strategy & Communications · Busey2017-09-01 – 2019-11-01

  Directed CX strategy and operational initiatives across service and technology teams during a period of M&A integration and platform modernization. Key Deliverables & Outcomes: - Led core conversion and legacy platform integration projects impacting 150K+ users - Designed new customer onboarding workflows and internal comms strategies, boosting NPS from 42 to 58.6 and CSAT from 8.1 to 9.3 - Created centralized service documentation, CX feedback loops, and training materials to improve consistency and client retention - Facilitated cross-departmental coordination during change management and service migration periods - Implemented client experience metrics and reporting frameworks to guide strategy and execution

• Marketing Communications Project Manager · Busey2016-02-01 – 2017-09-01
• Marketing Communications Specialist · Caffe Bene2014-03-01 – 2016-02-01

Education

• University of Illinois Urbana-ChampaignBachelor of Applied Science (B.S.), Communication, General

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