- Provide end-to-end product ownership for the firm’s award- winning intranet, enterprise search, and internal chatbot products, supporting over 2,400 employees across 55 offices. Lead product management team in development of product roadmaps, successfully delivering releases of new features / enhancements for five consecutive quarters. Achieved (and maintain) 90% user adoption.- Engage with business and administrative stakeholders to articulate use cases, gather business requirements, and define success criteria. Leverage user feedback and data-driven insights to conduct regular validation and improvement.- Serve as liaison between business stakeholders and cross- functional technology teams to deliver meaningful, optimized, user-centric products.- Set product strategy for Azure AI chatbot; curate knowledge base of 11,000+ expressions and 1,200+ bot responses. Designed and implemented metadata taxonomy to enable improved user analytics and data-driven product roadmap. Increased usage by 14% year-over-year following product relaunch.SPEAKING ENGAGEMENTS / PRESENTATIONSA Candid Conversation with Ogletree Deakins on Building an Award-Winning, Data-Driven Digital Workspace (co-presenter), ILTACON (Annual conference of the International Legal Technology Association), Aug. 2022

- Led product management team through 18-month overhaul of firm intranet and enterprise search products, including the migration of tens of thousands of pieces of content and reconfiguration of eight unique data sources, full redesign of all UI/UX, and construction of a new user ontology and platform taxonomy.- Provided monthly project status updates to executive leadership, administrative department heads, and end users.- Conducted user interviews, usability testing, and user acceptance testing with over 100 participants throughout the project, resulting in enhanced user engagement and a 78% adoption rate at launch.- Received industry recognition with the Transformative Project of the Year award (2021) from the International Legal Technology Association (ILTA).

- Supervised KM and operational Research Services team members across four regional offices; led projects focused on internal knowledge capture, delivery, and automation.- Implemented request management and reporting systems across multiple administrative departments; created taxonomies and established data collection standards and guidelines; delivered knowledge transfer (training, coaching, and documentation).

- Collaborated with internal stakeholders and developers to create custom knowledge solutions for both internal and external clients.- Analyzed usage data and conducted user surveys on specific intranet functionality to identify highest priorities for development roadmap.

- Provided ongoing content management for SharePoint intranet; liaised with internal content providers to create timely and accessible solutions for maximally effective information distribution.- Planned and implemented strategic restructuring of KM training; in collaboration with content experts, designed and produced training and evaluation materials; created project plan for iterative improvements to training program.

Knowledge Management

- Led content management team for Salesforce Knowledge platform; created and implemented content review policies and procedures; achieved 31% reduction in year-over-year volume of escalations to non-frontline teams.- Designed and implemented taxonomy for knowledge platform; conducted extensive user interviews, card sorts, and tree testing.- Developed comprehensive training and assessment materials for Salesforce knowledge platform, allowing Kaplan to train 177 new frontline employees in three months.- Released customer-facing version of solutions portal, corresponding to 18% reduction in year-over-year service call volume.