JoyRae Shuman

Senior Professional Services and Program Management leader with 25+ years of experience delivering enterprise SaaS and telecommunications implementations. Proven success leading global, cross-functional teams, managing enterprise project portfolios, and driving on-time delivery, SLA performance, financial governance, and customer satisfaction. Strategic partner to Sales, Product, Engineering, and Service Operations, aligning delivery execution with business goals to improve utilization, margins, BAU readiness, and long-term client success.

Program Manager - Calero Software - Rochester, NY (Remote)

(2026-06)

Returned to direct delivery leadership following a Professional Services reorganization.

• Lead end-to-end project delivery, managing scope, timelines, budgets, and resources across multiple concurrent projects.
• Direct client-facing meetings, including project reviews, signoffs, and steering committee presentations.
• Monitor project milestones, deliverables, and risks, ensuring alignment with PMO standards.
• Manage customer escalations and financial/billing milestones, coordinating with finance and PMO leadership.
• Oversee IT implementations (SFTP, SSO) and project issue tracking, including development and helpdesk requests.
• Provide regular status and risk reporting to senior leadership; mentor team members on delivery best practices.

Director, Professional Services - Calero Software - Rochester, NY (Remote)

(2025-03 - 2026-06)

Led the Professional Services organization for the Pioneer Business Unit, overseeing a portfolio of enterprise implementations and driving delivery strategy, utilization, and performance across Project Managers and Content Analysts.

• Owned portfolio-level financial performance, utilization, forecasting, and SOW governance.
• Partnered with Product, Technical Services, Engineering, and Sales leadership to align delivery execution with roadmap priorities and resolve escalations.
• Recruited, developed, and retained high-performing Professional Services teams, improving delivery predictability and customer health at transition to Service Operations.

Professional Services Senior Manager - Calero Software - Rochester, NY (Remote)

(2023-03 - 2025-03)

• Established delivery standards across Business Units to ensure consistent execution and alignment with operational expectations.
• Drove reporting excellence to ensure SLA compliance, utilization accuracy, and financial transparency.
• Directed Project Managers and Senior Project Managers, providing coaching, performance feedback, and delivery oversight.
• Led triage and escalation processes and managed BAU relationships to improve engagement and service transition outcomes.

Manager, Project Management - Calero Software - Rochester, NY (Remote)

(2021-09 - 2023-03)

• Managed Content Analysts for Invoice Onboarding and Inventory Building; owned client implementations from Sales Handover through BAU and hypercare.
• Implemented over 200 client projects to date while managing client expectations as defined by the SOW.
• Trained and mentored new employees across Business Units on Calero implementation processes.

Program Manager - Calero Software - Rochester, NY (Remote)

(2018-08 - 2021-09)

• Managed a diverse team of Project Managers, Business Consultants, Technical Solutions Consultants, Invoice Onboarders, and Inventory Builders.
• Implemented VeraSMART solutions from SOW signature through Operations Handover, managing client expectations against SOW terms.
• Trained and mentored new employees and acted as Interim Service Operations Manager while maintaining a full implementation project load.

Senior Project Manager - Calero Software - Rochester, NY (Remote)

(2016-05 - 2018-08)

• Served as primary client contact and Calero delivery lead during onboarding, setting and managing delivery expectations.
• Managed cross-functional implementation teams for new clients and partners across on-premises, SaaS, and BPO solutions within defined scope, quality, timing, and budget.
• Delivered Telecom Expense Management, managed mobility, and service lifecycle consulting engagements on time and on budget, meeting company margin and profitability targets.

Program Manager / Supervisor / Team Lead, Escalation Support - Windstream Platform - BlueStream Professional Services (formerly TE & ADC) - Marietta, GA

(2012-10 - 2016-05)

• Progressed from Team Lead to Program Manager over four years, ultimately leading a team of 2 supervisors, 15 engineers, 8 project managers, and 10 back-office support staff.
• Managed account operations, staffing, budgets, and platform performance tracking; served as primary customer escalation contact with 24x7 coverage.
• Hired, trained, and developed team members; produced regular platform status and risk reporting for internal and external stakeholders.

Project Manager, AT&T Platform (Transport, Data/Frame Relay, CAS, Core, Metro, UVN) - BlueStream Professional Services - Marietta, GA

(2008-03 - 2012-10)

• Managed customers and multi-vendor teams for network infrastructure projects as primary day-to-day contact, controlling project schedule, cost, and risk.
• Directed site design review, SOW development, and contractor/equipment procurement and management.

Associate Project Manager, In-Building Solutions - AT&T Mobility - Atlanta, GA

(2007-04 - 2008-03)

Service Delivery Project Manager - BellSouth Business Markets - Atlanta, GA

(2003-09 - 2007-04)

Program Manager II, Delivery Management - Sprint - Atlanta, GA

(2003 - 2003)

System Support Analyst III, Delivery Management - Sprint - Atlanta, GA

(2001 - 2003)

Senior Network Technical Analyst, E|Product Implementation - Sprint - Atlanta, GA

(2001 - 2001)

Network Technical Analyst II & IV, Enhanced Products Implementation - Sprint - Atlanta, GA

(1999 - 2001)

Service Operations Associate III, SBSC East - Data - Sprint - Atlanta, GA

(1997 - 1999)

Bachelor of Science - Business Administration - Shorter College (2001)

Associate in Applied Science - Office Systems Technology - Brookdale Community College (1993)