Drive digital content strategy initiatives targeting self-service, adoption and onboarding metrics.

Managed technical program management and content development teams. With Support Leadership, refined and drove channel strategies including telephony, Help Center, chatbot, and self-service to drive efficiency, customer experience, utilization and cost metrics. Launched and led Operations AI taskforce, with Engineering and Analytics partners, delivering recommendations for business strategy needs and AI build / buy priority and recommendations. Assessed, piloted and implemented AI to drive efficiency and quality for Operations teams, including, Salesforce Einstein AI for faster case resolution; Grammarly and Salesforce for knowledge content creation; and gen AI for video content creation. Implemented Agile to streamline processes and foster collaboration across TPM, engineering, operations and content strategy, measurably improving velocity & increasing volume of business--impacting work. Drove improvements to the support tech stack, transitioning Support Center platform to Salesforce Lightning, improving case routing efficiency and self-service rate KPIs. Drove vendor RFP for generative AI / machine learning universal search application to deliver customer-facing self service experiences and agent-facing efficiency, with estimated annual ROI of $3MM.

Drive Automation & Self-Service program, lead program manager team- Drive Self Service & Automation program, delivering CRM and DB integrations to drive workflow efficiencies in ZenDesk for agents- Own Support Center chatbot, driving testing to improve UX, engagement and self-service conversions - Launch new Support Center, including redesign, editorial improvements and SSO to drive self-service for customers - Drive ML initiatives to streamline new sitter applicant onboarding and chatbot model training

Drive start-up product management, manage one engineering team deliverables, drive scrum & agile ceremonies - Shipped user-facing refund feature resulting in 85% reduction in contacts and 80% reduction in response time for refund requests- Launched editorial campaign targeting safe dog care practices achieving 80% engagement

Drive product management, contribute to roadmap, lead UX designers and engineering in agile ceremonies - Launched customer-facing features in iOS, in-app

Lead on-time, on-budget completion of widely varied projects across print, audio and web, including the Gates Vaccine Innovation Award, New Campus Audio Tour, Foundation Holiday Card (print and online), and Bill Gates’ 2011 Annual Letter (online).Brainstormed and led broad-reaching social media campaigns, to significantly extend Foundation’s message and distribution. Included driving college student engagement on the first Bill Gates’ College Tour campaign; engaging celeb guest bloggers to tap into new audiences; and fostering partnerships with like-minded non-profits to amplify message & distribution. Co-led department social media training.Owned on-time delivery and continuing innovation of web content, consistently extending reach through SEO, leading cross-team working groups, designing content for optimal user experience, and working closely with Global Health stakeholders to create audience-specific, storytelling content.