I was one of the first UX Writers (then called Content Strategists) hired at Airbnb. Over the past 6 years I've managed across many teams, driven foundational work like the creation of our voice and tone guidelines, and worked on almost every product team. I currently lead a team of writers that works on Airbnb's core trust, safety, and support products.· Lead a team of UX writers and UX writing managers across our Platform teams: Payments, Trust, and Community Support.· Drive strategy, terminology, and branding for Airbnb's products and own the voice and execution of those products across Airbnb.· Write, edit, and test interface content.· Work cross-functionally with designers, researchers, legal, product managers, and engineers.· Craft product narratives and landing pages like airbnb.com/trust.· Manage Airbnb's company-wide content standards.· Led Airbnb’s first content sprint and created our content sprints framework.· Led content creation for Airbnb's first chatbot, including creating scripts and defining interaction trees.

On the Content Operations team at Facebook, I split my time between writing and project management for product teams, the Community Operations team, and the community forums. · Managed Help Center, common response, reporting flow, and other content for high-visibility products (ex: Messenger) and highly sensitive experiences (ex: memorialization, bullying, self-harm).· Created content to support over 40 product launches per year.· Identified and tracked key metrics to measure content and feature success, helped drive the product roadmap, and surfaced product insights to cross-functional partners.· Managed the community forum roadmap and moderation, including overseeing a team of 4 moderators.· Drove implementation of a bulk moderation tool which led to a 70% overall reduction in spam across the Facebook Help Community.

As Rdio's Community Support Manager, I worked at the intersection of customer support and community management to ensure the product was easy to learn and use, and when the occasional issue did crop up, it was handled quickly and effectively. · Hired and managed a team of five multilingual support specialists. Kept average response times under 12 hours, worked with team to move from an average of 50 cases/day to 110 cases/day.· Created and maintained all Rdio Help Center content.· Project-managed help center localization and implementation of translations for 12 languages.· Worked closely with engineering to identify, reproduce, and prioritize bugs.· Managed day-to-day relationship with and setup for international payments with payment management company (Cybersource).· Set up CRM tool, Help Center, and community forum.· Outlined Rdio’s initial style guide and glossary for internal and translation use.· Scheduled and ran user-testing sessions.

· Wrote news articles and profiles for the college website, newsletters, and quarterly magazine.· Coordinated and supervised 5+ major college events each year, including graduation, faculty and student awards ceremonies.