Sarah C. Email & Phone Number

San Jose, Ca, Us

● Responsible for content strategy and governance for eBay's self, guided and assisted customer service digital content, including the localization processes● Responsible for defining and developing content creation and development standards, processes and governance● Responsible for overseeing the Portfolio of content work across content strategy and design teams; including intake and estimation against ideas, projects and initiatives● Responsible for training curriculum and delivery for content team● Core team member in the governing body that approve all customer emails at eBay, ensuring they meet Brand, Voice and tone guidelines● Direct management of 9 globally disbursed content strategists and many contractors / freelancers● Serve as content strategy and knowledge management subject matter expert, regularly identifying and presenting strategic opportunities and vision to Senior Leadership to enable informed decision making on future initiatives and programs ● Budget management

San Jose, Ca, Us

● Responsible for all content and knowledge assets within the eBay Customer Service knowledgebase globally, supporting anywhere from 6-32 languages and the localization processes● Selected for an elite Women’s Leadership Development course in May 2018; course is called Women’s Initiative Network North America (WINNA) and it covers topics such as networking, self-awareness, personal branding, coaching, negotiating, and authentic leadership ● Hold 2nd level management of 3 globally dispersed teams: North America Content Management, European Content Management, and Global Knowledge Operations● Oversee 3 Managers, 16 Content/Knowledge Managers, and 15 contract and freelance writers● Serve as knowledge management subject matter expert, regularly identifying and presenting knowledge management needs to Senior Leadership to enable informed decision making on future initiatives and programs ● Responsible for administering a $1M contractor/consultant budget in addition to managing the KM Unit budget

San Jose, Ca, Us

● Sponsored by a Sr Director and HR Business Partner to participate in a week-long eBay Emerging Leaders Program, followed by 6 months of peer mentoring; selected due to outstanding collaboration efforts and observed leadership abilities ● Held responsibility for 2nd level management of an expanding organization, overseeing Team Leaders, Knowledge Management Specialists, Knowledge Managers, Business Analysts, and Process Specialists● Served on multiple high-profile transition leadership teams known as “Strategic Programs for Global Customer Experience,” to provide expertise in knowledge management and Customer Support technology ● Proactively proposed and led an Employee Engagement initiative affecting 300+ people organization wide; led global group of 40 volunteer culture champions & facilitated sessions brainstorming improvement opportunities ● Led organization wide programs on Manager Effectiveness and Decision-Making topics and passed on feedback to VP in monthly one on one meetings; over 1-year, improved Manager Effectiveness scores from 77% to 87% and Decision-Making scores from 54% to 68%● Led “Situational Leadership II Training,” a comprehensive online training for 230+ individual contributors and 40+ leaders and emerging leaders, that led to a 5% increase in Leadership Effectiveness scores on employee engagement surveys● Managed vendor relationships and platform administration for “Situational Leadership II Training”● Served as a co-lead, managing a cohort of 35 people enrolled in leadership training ● Created a global content management & localization workflow, process, and playbook for new globalized team● Developed many core processes, governance, and tools necessary for Content and Knowledge Managers

San Jose, Ca, Us

● Managed a team of business and content analysts responsible for all authoring, publishing, and optimizing of content used by North America customer support teammates ● Managed search team members responsible for all inquiry search and dictionary management, including implementation of new locales across the globe● Managed a portfolio of customer support knowledge content projects related to annual seller releases● Developed an integrated content system responsible for housing 1700 knowledge articles● Documented and maintained FAQs, customer and teammate workflows, and internal customer support policies● Aided international support centers through the sharing and implementation of best practices

San Jose, Ca, Us

● Led a team of 22 Account Managers responsible for helping the top 1% of sellers in Technology, Home & Garden, and Fashion to manage and grow their businesses on eBay● Increased profitability of sellers and decreased risky selling behaviors by educating on selling policies and best practices for transacting on eBay● Held coaching sessions and monthly call reviews with each Account Manager to help them develop business plans for their accounts● Oversaw service level and queue management for phone and email channels

San Jose, Ca, Us

San Jose, Ca, Us

San Jose, Ca, Us

Art History

Education record