Led a talented cross-discipline team—product managers, content strategists, partner relationship managers, designers, and community managers—who solved problems for customers and end users in the enterprise space. My team was responsible for customer success, engagement, quality, content, feedback, and emerging experiences in Microsoft Search, as well as bringing Microsoft Copilot with commercial data protection to educators and students.In addition, I managed a global white-glove customer program that partnered with more than 50 customers, half of which were Fortune 500 companies, to ensure they were set up for success with Microsoft Search and Microsoft Copilot with commercial data protection. These partners got pre-release info about our product roadmap and had the opportunity to codevelop features with us. This provided the entire product team continual feedback direct from our customers confirming we were building the product they wanted to use in their enterprises.

Managed the team of content designers who were responsible for all UX and original content for Bing. Drove the Bing voice, tone, and style that engaged millions of users around the world. Oversaw the delivery of daily content experiences for high-profile features like the Bing homepage, On This Day, quizzes, and more. Partnered with engineering and design leadership to review and validate feature designs and content before release. Coached direct reports on all aspects of content delivery, feature lifecycle, and engineering excellence. Identified growth and skill-building opportunities for team including product management, marketing, and accessibility stretch projects.

One of the team’s founding members responsible for developing the content blocking and allow strategy for a conversational AI, Zo, to ensure she responded appropriately to sensitive topics and breaking news at scale. Oversaw the content strategy team responsible for developing Zo’s personality and maintaining the corpus of conversation to ensure it was always fresh, relevant, and on brand. Designed the AI’s memory to recognize key events across user sessions, including life, social, and health events, and recall them in future sessions to prompt conversation. Developed multiple skills and games to make her more engaging and lifelike to users; for example, the ability for her to have a cold or experience other human conditions. These features successfully drove increased session length and conversational turns.

Developed content strategies to drive engagement and user delight for Bing. This included developing novel ideas, validating those ideas through product testing, and working with third-party and internal development teams to build the features. These new-to-Bing experiences included quiz functionality, an in-product notification platform designed to educate and inform users, and a Pinterest-style board curated by influencers and bloggers (Bing Boards). In addition to owning these features from concept to completion, drove editorial guidelines and oversaw content creation for each. The Bing Boards project allowed Bing to connect with high-profile influencers such as Martha Stewart as well as up-and-coming bloggers. I built and maintained those relationships, creating a thriving community of creators who not only produced content but also evangelized Bing to their followers.

Drove Bing Travel lead generation efforts across partner sites, managing a multi-million dollar annual budget. Established framework for engagement analysis, developed insights, and delivered recommendations for increasing engagement and growing query share. Partnered with engineering, editorial, and marketing teams to inform product development. Launched editorial programming on Bing Shopping, driving 90M incremental mSRPVs in the first four months. Oversaw editorial and merchandising efforts on MSN.com shopping module and Bing Shopping homepage. Managed MSN inventory for Bing, coordinating multiple teams and aligning programming efforts to Bing business goals. Reported on volume and revenue metrics for Bing Travel monthly, including all partner reporting.

Managed all merchandising spaces across the Travel site, using testing and frequent analysis to optimize traffic sources and surface the right content for users. Owned the day-to-day relationships with co-brand partners (Expedia, Orbitz). Created scorecard illustrating overall site performance; tracked business metrics.

Balanced customer experience with advertiser satisfaction to manage MSN Shopping real estate on the MSN.com homepage and MSN Shopping site. Developed and maintained a year-long media plan to accommodate over 100 merchant partners; execution on the plan included inventory scheduling, reviewing, and programming content.

Strategically merchandised multiple pages within the Apparel, Beauty, Health, and Jewelry categories of the MSN Shopping site. Created content plans for eight weekly newsletters and collaborated on the planning for key shopping guides. Delivered superior customer service to merchants, including performance tracking and creative strategy.

Oversaw the development of over 100 online promotions for clients that included TV Guide, Lycos, Nissan, and Citibank. Managed the workflow among individuals on the production team, including handling multiple simultaneous demands and prioritizing work. Developed structured timelines for clients and internal production team; collaborated with both groups to uphold deadlines and oversee effectiveness and quality. Organized and led daily production meetings to discuss campaign progress and communicate priorities.

Facilitated the development of online promotions for clients that included SAFECO, AT&T, and Airborne Express. Prepared proposals to advise clients on the most effective online and offline promotional campaigns to fit their needs. Analyzed campaign effectiveness by monitoring results and optimizing performance.

Collaborated with all hiring managers to determine hiring priorities, strategize sources for candidates, and define job descriptions. Screened and met all candidates to determine their fit for both the company and the position.