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    A wide glacier beneath a clear sky

    Senior Program Manager | Technical Program Manager | AI-Driven Operations

    Veronica
    Medina

    From complexity to clarity. From teams to performance.

    Bringing people, priorities and technology together so ambitious ideas become meaningful progress. 15+ years leading programs in tech, gaming, software development, finance & government with multicultural teams across US, LATAM, Europe, and APAC. Specialist in adapting processes to each company’s unique needs, with experience in automation using AI and digital transformation.

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    Global programs, human results.

    Platform programsIntegrationsGenerative AIAgile & SAFe

    95%

    Delivery predictability

    From 65% to 95% on Tetris

    50+

    PI Planning contributors

    Shared priorities across five countries

    15+

    Years of experience

    Software, gaming, fintech & government

    Agile

    A practical foundation

    SAFe 6, PMBoK 7, Scrum & Kanban

    Areas of expertise

    Solutions that drive results.

    Clear priorities, thoughtful processes and the right technology. Experience that helps people do their best work, together.

    Program Management

    Technical program delivery with Agile, Scrum, PMBoK 7 and SAFe 6. Sprint Planning, Backlog Refinement, Retrospectives and Daily Standups. Partnership with Product on WSJF prioritization, dependencies, risks, release milestones and OKRs. Program governance across intake, scope and change control, capacity planning, budgets, vendors and executive reporting, so leadership always works from the same picture. Connecting global teams through clear ownership and communication.

    AgileProgram GovernanceSAFePI PlanningWSJFRoadmapsCapacity PlanningRelease ManagementStakeholder ManagementPMBoK 7

    AI Ops & Automation

    Building practical Generative AI tools and automations for the work that slows teams down. From Jira tickets and acceptance criteria to QA preparation, sprint reporting and LiveOps, technology creates more room for meaningful work.

    Generative AILLMsOpenAI CodexClaude CodeSDLC

    Process Adaptation & Digital Transformation

    Adapting processes to each company's unique needs through AI automation and digital transformation. Coordinating SDK and platform integrations across more than 10 gaming products, aligning technical requirements, partner dependencies and QA/UAT for coordinated releases.

    SDK IntegrationsPlatform ProgramsQA/UATRelease Readiness

    Global Multicultural Teams & Culture

    Working across Mexico, USA, Chile, Vietnam and India with respect for different perspectives. Applying Scaling Up practices such as Function and Process Accountability Charts, One Page Strategic Plans, Vision Summaries and Who What When to build trust, ownership and a culture of clear communication.

    Scaling UpFACePACe7 StrataSWTCultureOKRs

    Business Continuity & DRP

    Keeping critical operations ready for the unexpected. Connecting business and technical teams around SLAs, Business Continuity Plans, Disaster Recovery Plans, ISO 27001 controls, audit readiness and practical risk mitigation.

    BCPDRPSLAsISO 27001Risk Management

    Quality Engineering

    Going beyond quality assurance with the implementation of continuous quality programs. Making test preparation, defect triage, acceptance criteria and release readiness part of the way teams work, not just the final checkpoint.

    QEQATestingSDLCContinuous Improvement

    Experience

    A journey of building and bringing people together.

    01

    Jan 2024 to Present

    playSTUDIOS

    Senior Program Manager

    Global gaming platforms, mobile products, SDK integrations, LiveOps, and technical program delivery.

    • Lead cross-functional planning and delivery of strategic technical programs across Engineering, Product, QA, Design, BI, Monetization, and LiveOps, aligning autonomous teams with priorities, scope, roadmaps, release milestones, and shared delivery goals.
    • Led global SAFe Program Increment (PI) Planning and execution tracking for 50+ cross-functional contributors across five countries, aligning strategic priorities, delivery commitments, capacity, risks, and technical dependencies.
    • Established program governance and standardized communication through program-level planning, sprint health dashboards, delivery KPIs, roadmap visibility, risk and issue escalation, executive reporting, and program performance reviews; served as OKR Champion and automated Jira OKR tracking.
    • Improved Tetris delivery predictability from 65% to 95% by strengthening Agile planning, backlog prioritization, cross-team coordination, dependency management, and execution visibility.
    • Led end-to-end coordination of SDK and platform integrations across 10+ gaming products, aligning technical requirements, authentication, BI, coupons, payment and loyalty services, partner dependencies, QA/UAT, and production releases.
    • Coordinated game integrations within The Win Zone web platform, aligning Engineering, Product, QA, BI, and external partners on integration scope, SDK dependencies, QA/UAT validation, issues, and production readiness.
    • Designed and implemented LiveOps workflow automation, reducing event setup effort by 90% across 20+ weekly events.
    • Automated sprint reporting and production incident-routing workflows using Jira, Python, Zapier, Slack, and AI tools, reducing critical production issue response times by 40% and strengthening executive-ready status visibility.
    • Designed and built Generative AI-powered tools with LLMs, OpenAI Codex, and Claude Code to streamline Jira ticket creation, requirements documentation, acceptance criteria, QA test preparation, and Engineering handoffs across the SDLC.
    02

    Oct 2022 to Dec 2023

    playBLOCKS (playSTUDIOS)

    Program Manager / Producer

    Blockchain-based digital rewards and cross-functional engineering programs.

    • Improved Rewards+ engineering delivery predictability from 50% to 80% by facilitating Scrum ceremonies, Scrum of Scrums, SAFe PI Planning, dependency management, and cross-team execution.
    • Increased organizational OKR achievement from 75% to 95% by aligning strategic objectives with team commitments, ownership, progress visibility, and measurable outcomes.
    • Reported directly to General Managers on program performance, strategic priorities, roadmaps, delivery commitments, risks, and cross-functional dependencies to support executive decisions.
    • Expanded QA test case documentation and coordinated cross-functional defect triage to improve quality and release readiness.
    • Coordinated launch of 300 NFTs across collections, including re-minting, technical validation, QA, critical defect resolution, and Digital Rewards+ beta readiness.
    • Built and onboarded a 22-person Mexico-based team in under six months, coordinating recruiting, benefits, and operational readiness.
    03

    Jan 2022 to Sep 2022

    WonderBlocks Labs Inc.

    Program & Operations Manager

    Blockchain-based loyalty platform for games; acquired by playSTUDIOS.

    • Designed and implemented an Agile delivery framework in Jira, establishing Scrum ceremonies, intake, backlog management, prioritization, ownership, change control, and cross-functional workflows.
    • Established organizational operating practices using the Scaling Up framework, aligning strategic priorities, accountability, and performance tracking.
    • Coordinated cross-functional program planning, delivery milestones, operational priorities, and stakeholder communication across Product, Engineering, QA, and business functions.
    • Coordinated blockchain-based loyalty and NFT initiatives using Forte technology across Product, Engineering, and business stakeholders.
    • Tracked technical dependencies, release requirements, and QA validation for loyalty platform initiatives, helping teams identify blockers and maintain delivery readiness.
    • Managed operating budgets, vendor relationships, software procurement, and resource planning; coordinated organizational readiness and team continuity during the playSTUDIOS acquisition.
    04

    Apr 2018 to Dec 2021

    Information Security & Compliance

    Independent Consultant

    • Led information security, technology risk, and regulatory compliance initiatives for financial services, e-commerce, and technology organizations.
    • Coordinated security and compliance workstreams with technical and business teams, defining remediation priorities, tracking action owners, and reporting progress against audit requirements.
    • Designed and assessed controls aligned with requirements from Mexico’s Tax Administration Service (SAT), supporting audit readiness, gap analysis, corrective actions, and risk mitigation.
    • Coordinated internal and external audit preparation, evidence collection, findings, and remediation with technical and business stakeholders.
    • Conducted technology risk assessments and control gap reviews for e-commerce and financial products, identifying vulnerabilities and documenting corrective measures to strengthen information security.
    • Developed Business Continuity Plans (BCPs) and Disaster Recovery Plans (DRPs), including risk assessments, recovery procedures, and operational vulnerabilities.
    05

    Jan 2010 to Mar 2018

    Facture Hoy

    Director of Operations

    SAT-authorized electronic invoicing provider in Mexico.

    • Partnered directly with the CEO and presented business performance, operational KPIs, program priorities, and strategic initiatives to investors to support executive decisions.
    • Directed technology operations, business processes, service continuity, and regulatory compliance for a high-volume electronic invoicing platform authorized by Mexico’s Tax Administration Service (SAT).
    • Established Agile delivery practices, Jira-based workflows, software defect metrics, operational SLAs, and cross-functional performance tracking.
    • Led certification and compliance initiatives for SAT-authorized electronic invoicing services (PAC), coordinating technical requirements, security controls, and remediation.
    • Led ISO 27001 implementation and managed 10 SAT audits and 17 external audits, achieving 95% compliance with the SAT control matrix.
    • Developed and tested Business Continuity Plans (BCPs) and Disaster Recovery Plans (DRPs) annually for eight consecutive years.
    • Coordinated security and operational controls across data centers in Chicago and San Diego, including audits and recovery readiness.
    • Optimized high-volume transaction-processing operations, contributing to a 30% company sales increase from 2016 to 2018.

    Case Studies / Portfolio

    Real problems, real solutions

    AI-powered Sprint Automation

    playSTUDIOS

    Problem

    The preparation of the end-of-sprint report consumed between 3 and 4 hours of manual work per sprint across multiple teams, causing delays in visibility for stakeholders.

    Solution

    I built an automated pipeline using Jira for data extraction, Python for processing, and Claude AI for narrative generation, with automatic distribution via Slack.

    Result

    Approximately 3 hours per sprint were saved per team. Stakeholders received consistent reports on time. PM time was freed up for higher-value strategic work.

    AI Agent for Incident Escalation

    Tetris LiveOps

    Problem

    Production incidents were manually triaged in Slack, causing slow response times and missed escalations during off-hours.

    Solution

    I designed and deployed an AI agent using Zapier, Slack, and Jira that automatically categorized incoming alerts, created tickets in Jira, assigned responsibilities, and triggered escalation flows.

    Result

    Response time to critical production incidents was reduced by 40%. Escalation consistency and LiveOps stability were improved.

    Event Creation Automation

    Tetris LiveOps

    Problem

    Scheduling game events required manual coordination between Jira, Excel, and multiple stakeholders, resulting in errors and duplicated effort.

    Solution

    I automated the event creation workflow by integrating Jira, Excel, Claude AI, and Grok to interpret event briefs, validate parameters, and automatically populate Jira tickets and calendar entries.

    Result

    Event setup time was reduced by approximately 40%. Programming errors were eliminated. The LiveOps team was able to handle a higher volume of events with the same team.

    The thread through it all

    A career built on execution.

    From startup founding to enterprise scale SAFe implementations, every role has been about building the systems that let people do their best work.

    AI and Technology

    Tools that drive work

    AI tools

    • ChatGPT
    • Claude (Anthropic)
    • Claude Code
    • OpenAI Codex
    • Perplexity
    • Grok
    • GitHub Copilot
    • Machine Learning & Generative AI
    • AI powered automation pipelines (Zapier + Claude + Grok)

    Automation

    • AI Ops Flows
    • Process automation with Zapier + Slack + Jira
    • Sprint automation with Python + Claude API
    • Predictive delivery analytics

    Data and Analytics

    • Dashboards and advanced queries in Jira
    • OKR tracking with Workboard
    • Delivery Metrics
    • Capacity analytics
    • Balanced Scorecard
    • Tableau

    Cloud Platforms

    • AWS (S3, Lambda, operational exposure)

    Development and Collaboration Tools

    • Jira with advanced queries, automations and dashboards
    • Confluence
    • Workboard
    • Slack

    Competencies

    The craft behind the work.

    Programs & delivery

    • Agile, Scrum & Kanban
    • SAFe 6 & PI Planning
    • PMBoK 7
    • Program Governance
    • Roadmap & Capacity Planning
    • Dependency & Risk Management
    • SDK Integrations
    • Release Management

    People & strategy

    • Multicultural Teams · Five Countries
    • Cross functional Leadership
    • OKRs & KPIs
    • Scaling Up
    • Stakeholder Management
    • Executive Reporting
    • Mentoring & Coaching
    • Budget & Resource Planning

    Operations & quality

    • Generative AI Automation
    • Quality Engineering
    • QA/UAT & SDLC
    • LiveOps
    • Production Governance
    • Business Continuity
    • Disaster Recovery
    • ISO 27001 & SLAs

    Education

    Always room to grow.

    Master’s in Strategic Management (In Progress)

    UVEG

    B.S. in Computer Science

    UNAM

    SAFe Release Train Engineer (RTE)

    AgileSparks

    Implementing SAFe (SPC)

    AgileSparks

    Scrum Master (SMC)

    Scrum Alliance

    Scaling Up

    Organizational strategy & execution

    Artificial Intelligence Training Program

    playSTUDIOS

    ISO 27001 Information Security

    Professional development

    PMBOK Training

    Tecnológico de Monterrey

    PlayLead Development Program

    playSTUDIOS

    Recommendations

    People I’ve worked with.

    Excerpts from LinkedIn recommendations. Spanish originals translated into English.

    “Veronica drove a very positive transformation in the Tetris team in a short period of time by implementing SAFe in a way that fit our team's actual needs, processes, and time zone realities.”

    Christian RodriguezGame Director & Product Leader · Chile

    “She has a great ability to bring structure and clarity to complex projects, keeping everyone aligned, focused and moving forward even when things get challenging. She is also a strong champion of Agile practices and OKRs, helping teams stay focused on meaningful outcomes while maintaining the discipline needed to execute effectively.”

    Ervi BongsoEngineering Leader · USA

    “I had the privilege of working with Veronica across multiple teams, ranging from startup environments to more structured corporate settings, and in every context, she's been an indispensable team member to me. As a Program Manager and often an unofficial Chief of Staff, Veronica brings a rare combination of strategic thinking and hands on execution. She's incredibly resourceful, dependable, and calm under pressure, someone you can count on to untangle complexity and keep the team aligned and moving forward. One of her standout strengths is her ability to identify and build high performing nearshore teams. She has a sharp eye for talent and a disciplined approach to onboarding, communication, and performance management that gets results without unnecessary overhead. Any team would be lucky to have her.”

    Linda LeeIndustry Consultant & Startup Advisor · USA

    “I worked with Veronica while leading production and QA delivery at Gear Games. She is one of the most dependable program managers I've worked with. What stands out is her discipline: Vero kept Jira and our other PM tools accurate, current, and easy to read. Ownership, dependencies, and status were never a guessing game. When I needed to know where a release stood or what was blocking it, the answer was already documented, which saved my team a lot of back-and-forth.”

    Mohit MadnaniExecutive Game Producer · Vietnam

    “I had the pleasure of working closely with Veronica at Playstudios, where she was our Program Manager and Producer, and I can confidently say she was one of the best people I've had the opportunity to work with. Vero has an incredible ability to keep things organized and moving forward, even when juggling multiple projects, shifting priorities, and tight deadlines. As an artist, I really appreciated how clearly she communicated expectations and kept everyone aligned.”

    Ricardo Hagen2D Game Artist & 2D Concept Artist · Brazil

    “As an artist, I appreciated that she noticed the thought and effort behind my work. She recognised what I brought to the team and took the time to express it. That meant a lot to me.”

    Jessica LiuSingapore
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    Let's Talk

    Let's build something
    that matters.

    The best work starts with people who care about what they are building. I’m looking for a team with a meaningful mission, where clear execution and a healthy culture go hand in hand. If that sounds like your team, let’s connect.

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