Led and managed a global team of 25+ content designers and technical writers, boosting team morale and fostering collaboration, leading to improved partnerships and business outcomes.• STRATEGIC VISION & ROADMAP: Created and executed content strategies to elevate content design within the product development org, aligning team goals with business objectives and streamlining resource planning to achieve priority outcomes.• CONTENT OPERATIONS: Introduced new tools and processes, like AI language tools, multi-variant testing, team crits, working norms, capacity tracking, and designer's voice & tone kit, enhancing cross-functional collaboration by 60% and improving content quality in measurable ways. Developed a career ladder for individual contributors and implemented leadership engagement best practices, resulting in a 40% increase in career progression for team members.• AI/ML-POWERED FEATURE DESIGN: Led content design for Copilot in Microsoft Teams, delivering user-focused content for AI-powered features that enhanced collaboration, productivity, and user experience across products.• GEN AI ADOPTION: Implemented Writer (Writer.com) to scale content creation and enhance content creators' capabilities. Led platform setup, security and privacy reviews, style guide implementation, AI training, and end-user training. Created and delivered executive presentations. Collaborated with cross-functional teams to define success metrics and track efficiency improvements, resulting in a 20-80% increase in content creation efficiency (time savings varying by content type) and improved quality and brand adherence.• EDITORIAL STRATEGY: Crafted an editorial strategy using tools like Figma and UX writing prompts to win customer love, meeting designer and business requirements.• MULTI-PLATFORM ENVIRONMENTS: Streamlined content creation across web, mobile, and AI-powered experiences, driving operational excellence and enhancing content impact.

Managed, supported, and coached a distributed team of 20+ content designers, driving content strategy and cross-functional collaboration during a time of significant organizational change. • AI ADOPTION: Scaled Writer (Writer.com) across Design for on-brand content creation and enhanced team capacity, resulting in a 20% increase in content creation efficiency while improving content quality and brand adherence.• CONTENT OPERATIONS: Introduced new processes and tools to allocate resources and decrease time to market, including working norms for cross-discipline partners and capacity tracking for resource planning.• PRODUCT VOICE ARCHITECTURE: Collaborated on a company-wide, data-driven initiative to refine Twitter’s brand voice. Focused on platform safety, reducing toxicity, and building user trust, the strategy aimed to improve engagement while reinforcing the company’s reputation as a safe platform.• PUBLIC SPEAKING: Presented at national conferences, panels, and Q&As, strengthening Twitter's reputation as a thought leader in AI language tooling and platform and customer safety and fostering industry relationships that resulted in new partnerships and collaborations.

Hired and managed a team of 8 content designers, synthesizing complex customer, market, and business data to inform content strategies that improved user safety and platform health. Cultivated a strong team culture of support, creativity, and high performance. Received scores of 96% and higher on Glint management surveys. •AI ADOPTION & CONTENT EFFICIENCY: Spearheaded the adoption of AI tools (Writer.com) to improve content creation efficiency and ensure brand consistency across products. • CONTENT OPTIMIZATION: Led post-launch reviews and integrated feedback loops, including user testing and customer insights, driving continuous improvement and data-driven optimizations. • CROSS-FUNCTIONAL COLLABORATION: Worked with engineering, product, research, and policy teams to identify pain points and design solutions focused on user safety, misinformation, and account security. Drove alignment on content guidelines to ensure compliance with regulatory requirements. * CONTENT DESIGN: Led the design of platform safety features, reducing harmful content and improving user trust by incorporating clear, actionable messaging in Trust & Safety features like misinformation pre-bunks. * ML-POWERED FEATURE DESIGN: Developed ML-powered content solutions, like misleading Tweet labels, harmful reply nudges, and misleading info nudges that leveraged social science messaging theories, decreasing impressions on misleading Tweets by 27%, harmful replies by 53%, new harmful Tweets by 5%, and Retweets of misinformation (via links to articles) by 50%. * MULTI-VARIANT TESTING: Used multi-variant testing and user feedback to refine content strategies, ensuring alignment with user needs and driving measurable improvements in user experiences. * PUBLIC SPEAKING: Presented at national conferences, panels, and Q&As, strengthening Twitter's reputation in AI language tooling and platform/customer safety and fostering industry relationships that led to new partnerships and collaborations.

Designed content for key safety features such as Safety Mode and Election Pre-bunks, driving reductions in harmful engagement and increasing user confidence in platform safety and integrity. • AI ADOPTION: Implemented Writer (an AI writing platform) for creating on-brand content and scaling team capacity. This started as a small pilot within Design and involved leading security and privacy reviews, platform setup, AI training, and end-user training. Early results showed an 18% increase in content creation efficiency while improving quality and brand adherence.• CONTENT STRATEGY: Developed a content strategy to prioritize customers, increase design velocity, and measure content success across multiple channels, features, and perspectives, improving user engagement and satisfaction. Included extensive relationship building with cross-discipline partners, creating new working norms, and developing templates and documentation for shared resources.• CONTENT DESIGN/UX WRITING: Designed content for high-profile features that contributed to a safer user experience, including new misinformation label designs, resulting in a 27% decrease in impressions on misleading Tweets. • PUBLIC SPEAKING: Presented at national conferences, panels, and Q&As, strengthening Twitter's reputation as a thought leader in writing AI and platform and customer safety, fostering industry relationships and leading to new partnerships and collaborations.

Developed a long-term content vision through governance and process design.• CONTENT STRATEGY: Developed and implemented a unified content strategy across Product, Support, and Marketing for a financial data business, enhancing brand recognition and creating cross-sell opportunities while improving the user experience.• STRUCTURED CONTENT: Designed and led the implementation of process improvements to transition unstructured product information to a structured authoring workflow and dynamic web pages, enabling the creation of product information for over 1,000 custodial data sources, up from 10. This significantly supported rapid business growth and reshaped technical content into a valuable business asset.• TECHNICAL WRITING: Produced technical documentation and website copy for complex financial data products, consistently ranking in the top 5 for site engagement.• CONTENT MARKETING: Crafted strategic narratives and brand stories ((website copy, case studies, ebooks, emails, etc.) for the award-winning Black Diamond wealth platform website, increasing lead generation by 48% in 2016.

• STRATEGIC VISION: Developed a long-term vision for content through governance and process design, resulting in streamlined workflows, enhanced alignment with business objectives, and a significantly improved user experience. • STRUCTURED CONTENT: Developed a content model to identify reuse and single-sourcing opportunities, establishing a proprietary content management system as the foundation for transitioning unstructured content to dynamic web pages, enhancing content consistency, and eliminating duplication.• WRITING AND EDITING: Authored technical documentation for cloud and on-premise software, improving user understanding and product satisfaction.• TRAINING: Educated and informed cross-discipline partners about strategic initiatives through presentations, training programs, and mentoring, fostering a culture of knowledge sharing and improving team capabilities.

• PEOPLE MANAGEMENT: Built a strong team that won multiple STC awards, demonstrating excellence in technical communication. Interviewed candidates, made hiring decisions, and evaluated team member performance, resulting in a high-performing, motivated team.• BOOK DESIGN: Created elegant FrameMaker templates for product documentation used by all content teams, leading to a cohesive and professional appearance across the suite of products.• PROJECT MANAGEMENT: Directed team activities to ensure content deliverables were on time and to scope.• WRITING AND EDITING: Wrote high-quality training materials, technical manuals, developer guides, and online help to meet customer needs.

• ANALYSIS: Interviewed developers and analyzed product information as research for user-friendly installation guides, workflow guides, and online help.• WRITING AND EDITING: Wrote intuitive user interface text to provide in-product customer assistance.• INFOGRAPHICS: Created informational graphics and diagrams for workflow guides to enhance usability. • PROJECT MANAGEMENT: Managed production of printed guides to ensure results met specifications.

• WRITING AND EDITING: Wrote user-friendly UX copy | installation guides | workflow guides and online help.• ANALYSIS: Interviewed developers | gathered and analyzed product information.• USABILITY TESTING: Tested UX copy to improve in-product customer assistance.• BOOK DESIGN: Designer user manuals for Triad's entire suite of products using FrameMaker.