Rich Calkins
Atlanta
Summary
Dynamic professional with extensive operational and training experience, excelling in product management. Proven track record in driving cross-functional initiatives and enhancing training effectiveness. Skilled in business process design and change management, delivering impactful results through strategic collaboration.
Overview
21
21
years of professional experience
Work History
Residential Product Integration Manager
Cox Communications
Atlanta
01.2022 - Current
- Spearheaded cross-functional teams to successfully launch new residential products across Cox footprint.
- Converted business needs into technical requirements for tools affected by product updates.
- Partnered with leadership to identify and monitor KPIs from launch to lifecycle maintenance.
Field Operations Implementation Manager
Cox Communications
Atlanta
01.2020 - 01.2021
- Documented business processes in iGrafx and Lucidcharts that impact frontline technicians.
- Executed Change Management strategies encompassing knowledge management, training, and front-line communications.
- Led cross-functional teams to implement enterprise-level network transformation initiatives (Digital, Fiber, IPTV).
Program Manager, Product and Marketing Training
Cox Communications
Atlanta
01.2015 - 01.2020
- Managed internal resources, boundary partners, and external vendors to produce and distribute training for Residential and Cox Business product launches.
- Worked with Sr. Directors and VPs to create a Product Management curriculum for new and existing product managers.
Curriculum Program Manager, Cox Wireless
Cox Communications
Atlanta
01.2009 - 01.2014
- Recruited and led a team of instructional designers to support the launch of Cox Wireless products.
- Oversaw production and distribution of high-quality training videos and simulations for Sales, Retail, and Support organizations.
- Standardized reporting metrics and established Likert surveys to analyze training effectiveness.
Sr. Product Manager, Instructional Systems
General Dynamics
Charlotte
01.2007 - 01.2008
- Expanded personnel, resources, and operating procedures to facilitate business transformation initiatives.
- Established requirements and selection criteria for training development and management tools.
- Implemented processes and systems to ensure compliance with government audit regulations.
Sales Training Program Manager
EarthLink Inc.
Atlanta
01.2004 - 01.2006
- Established a development and delivery team to create impactful sales training for domestic and international learners.
- Increased Gross Close Rate (GCR) by 5% per quarter and improved customer experience quality scores by 10% per quarter.
Education
B.S. - Information Technology
American Intercontinental University
Atlanta, GA01.2000
Certification in Instructional Design -
University of Georgia
Gwinnett01.2005
Skills
- Business process design
- Business and technical requirements
- Organizational leadership
- Matrix management
- Executive communication
- Change management
- Product management
- Reporting and analytics
- Financial acumen
Accomplishments
- Training Magazine Top 125 (2009 & 2010)
- Cox Mentoring Program (2015)
- Curriculum Development MVP (2016)
- Insight Manager Development (2017)
- Design Thinking (2018)
- Performance Consulting Master (2019)
Timeline
Residential Product Integration Manager
Cox Communications
01.2022 - Current
Field Operations Implementation Manager
Cox Communications
01.2020 - 01.2021
Program Manager, Product and Marketing Training
Cox Communications
01.2015 - 01.2020
Curriculum Program Manager, Cox Wireless
Cox Communications
01.2009 - 01.2014
Sr. Product Manager, Instructional Systems
General Dynamics
01.2007 - 01.2008
Sales Training Program Manager
EarthLink Inc.
01.2004 - 01.2006
B.S. - Information Technology
American Intercontinental University
Certification in Instructional Design -
University of Georgia
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