Serve as an expert technical advisor in the Chief of Staff office for Taxpayer Experience. Identify, develop, and lead high-profile initiatives to improve customer experience and Federal service delivery, increase agency customer experience maturity, and ensure the application of best practices.Design and undertake complex management studies, initiatives, and data gathering efforts that identify potential problem areas impacting program operations and customer experience and improve program delivery.Define and institute customer experience outcome measures, as well as service operational measures and policies, to ensure accountability for improving service delivery and communicating performance across the IRS and to the public.Oversee the analysis and public reporting of customer service and trust metrics per the President’s Management Agenda and OMB Circular A-11. Work directly with the U.S. Treasury Department and the Office of Management and Budget to provide feedback on reporting changes and ensure that the IRS continues to meet its obligations as a High-Impact Service Provider.Collaborate with stakeholders across organizations, functions, and levels to build customer understanding and solve challenging problems, empower teams to move forward by developing metrics, measuring results, and integrating new methodologies into existing systems.Develop mechanisms for gathering or using existing quantitative and qualitative data to help stakeholders understand their customers; develop insights to inform decision-making, identify and scope problems; and embark on new research areas.Liaise with international partners through the Organization for Economic Collaboration and Development to share knowledge and best practices about developing public trust through digital interactions.

Oversaw the workflow of a team of product managers, developers, analysts and contractors to deliver secure digital communications solutions for the Service and the public.Directly collaborated with dedicated user experience professionals, visual designers and website content management teams to deliver a clear, high-quality and consistent user experience.Advised senior leadership on the potential benefits and uses of digital communications to support the agency’s strategic communications objectives, and the effectiveness of digital communication programs.Collaborated with design partners to develop dovetailed applications, web pages and conten.Worked with program areas to define existing business processes, conduct an in-depth analysis, and design new, modernized processes. Define requirements for the necessary supporting digital channels, and implement those requirements.Ensured that all delivered digital products adhere to IRS design standards to provide seamless customer experience and consistent look and feel, and also complied with all applicable Federal standards, policies, and conventions.Facilitated the resolution of intra-agency issues as to the “ownership” of digital product-related roles and responsibilities between operating divisions.Oversaw vendor access for stakeholders while limiting risk to future procurement activities, and mediate information requests so that they remain in-bounds of contractual requirements.

Manage the enterprise expansion of secure digital communications tools across the Internal Revenue Service. Coordinate and represent top management’s position on complicated and controversial project issues with all impacted parties. Articulate authoritative information and policy areas in discussions between IRS management and other agency officials (i.e. BFS, GSA, OMB, etc.). Facilitate the resolution of controversial/sensitive implementation issues through creative methods and techniques.Develop, maintain, and disseminate an in-depth understanding of taxpayer market segments and associated taxpayer needs through extensive use of business expertise and available market research tools. Work closely with executive-level business unit representatives to develop product portfolio strategies inclusive of product performance tracking metrics and rationalization strategies.Actively participate in executive level discussions with IRS procurement and outside vendors to ensure proper resources are acquired suitably and cost effectively.Advise the Director in formulating new or revised policies related to the development or modification of online applications or the IRS.gov website, as well as to ensure successful delivery of information technology services in response to requests from senior leadership and external stakeholders such as Treasury, Office of Management and Budget, and Congress.Serve as the acting Chief, Taxpayer Digital Communications as needed

Managed the entire product development lifecycle: defined the problem and the market opportunity that new features would address; established milestones and priorities; drove the creative design; wrote product requirements for the engineering team to implement; worked with software engineers to build and test the new feature; measured and reported on product performance after it goes “live”; balance business needs, taxpayers needs, and technological capabilities in developing IRS’ online products and features.Developed standardized marketing presentations, proposals, scripts, etc. Created marketing collateral including; case studies, data sheets, whitepapers, Frequently-Asked-Questions (FAQs), and feature and/or benefit sheets. Tracked customer care and satisfaction to measure performance and functionality of products, services, and features.Prepared complex action plans and schedules for various phases of project accomplishment, both short and long-range; ensures that plans are consistent with IRS goals, schedules, and policies.Prepared recommendations for resource requirements to accomplish the project; negotiated with managers of various components of the IRS to obtain needed resources and support.Established a system to review, control, and report on project status. Monitored project status and adjusts work plans for project accomplishment.Conducted in-depth analyses of project data, requirements, and impact; identify problem areas and determine how to resolve them.Prepared agency directives, Internal Revenue Manual issuances, memoranda, service-wide policy statements, and other written guidelines and recommendations relating to the project.Conducted briefings and prepare comprehensive reports to keep managers and executives advised of project plans and progress and to communicate findings and recommendations.

Consulted with experts in the development of website design that will effectively present information in the most complete, comprehensive, and user-friendly mannerProvided written and oral guidance and advice to web content providers on presentation of material and methods of validating new and current materialMet with management and employee groups to assess customer needs in relation to the assigned business unit's information servicesAssisted business units in monitoring website content to ensure it remains current, accurate, and ensure site references provide expected navigationIdentified system complaints and problems in relation to web design and effect a satisfactory resolutionConducted instructional classes for business unit employees that contribute to agency web pagesServed as a member of the Business Unit Intranet Committee, participating in identifying policy needs and priorities, including determination of the content and functions of both the web site and the contact centerProvided analytical advice and assistance to business unit customers on the application and integration of Internet services that meet customer’s expressed needsParticipated in web usability studies by coordinating, evaluating, and analyzing usability data to determine if the needs of users are met

Oversaw the maintenance, ongoing development and content for two agency websites, ensuring usability, accessibility, currency and accuracyDefines scope, requirements, and deliverables for web and communications projectsDrafted, edited and published multimedia communications packages to assists ensure online resources effectively communicate internal initiatives and meet customer needsServed as project owner for the creation of a new Drupal-based website, collaborating with developers to continually improve the site during development through an iterative design processIdentified issues, and recommend solutions and future site improvements, based on analytics, usability studies and feedbackEnsured use of best practices in the development and implementation of online engagement initiativesHelpd ensure compliance with 508 accessibility requirements and the U.S. government's web design standardsAssisted in developing web guidance and strategies, and serve as subject matter expert on web writingMaintained knowledge of current developments, direction, and trends in the use of Web-enabled technologies for internet, intranet, and mobile platform applicationsCoordinated new initiatives with OPA content strategists and implement with content teamsWorked in a fully Agile environment and lead daily stand-ups

Used various CMS to curate Business Law-related products including websites, mobile applications, social media, marketing emails and content databasesWorked with design teams and developers to create new online resources and improve older onesProvided editorial oversight for internal and third-party content from sources around the world, including news articles, interviews and blog postsCoordinated with other divisions throughout Thomson Reuters to optimize resource and content value, and cross-promotional opportunitiesGrew online readership through SEO, email marketing, conferences, ads and social media presenceAnalyzed user behavior and feedback to improve products and develop strategies for future growth

Worked with the Director of Development and the VP of Sales to identify potential clients Determined the feasibility of new products by assessing news source quality and volumeCreated mock-ups of new products used to successfully pitch the company’s services to clients including manufacturers, contractors and sports associationsWorked with sales team and prospective clients to garner feedback and ensure satisfaction

Supervised the production of customized news briefings for professional associations and the US governmentDetermined stories of interest that are then analyzed, edited and compiled into a finished product.Covered stories on a wide range of topics using traditional media sources as well as websites, blogs and other media.Reviewed briefings prior to deadline, provide editorial feedback, and supervise online publication.Oversaw quality control and ensure editorial standards are maintained.Contributed to company processes and policies, and help maintain a wiki knowledge base to that end.

Developed and implemented curriculum in argumentative rhetoric, advertising language, descriptive and informative writing, critical thinking, research methodology, and literary analysis.Provided differentiated instruction including lecture, debate, in-class writing, group work, and use of digital multimedia.Coordinated and implemented educational programming for continuing adult education within the state and local governments, and for the United States military.

Drafted and edited written correspondence to courts, opposing counsel and clients.Analyzed correspondence and client financial records, and conducted legal research.Other responsibilities included tracking case information, and maintaining confidentiality with client information.