• Architected the next phase of our products and services taxonomy to overcome present limitations and facilitate new business cases by engineering new class and relationship structures and creating extensive documentation on their implementation• Led a team to develop the values within the products and services hierarchy: 5,000+ categories representing the work and offerings of our entire ~17,000 person company• Interviewed members of our engineering, product management, release management, product analytics, and customer support organizations to understand emerging business use cases for taxonomy and challenges with existing solutions.• Designed business processes to facilitate ongoing governance of taxonomy values and served as business owner POC with engineering teams implementing the tooling• Built UI mockups for an ontology viewer that facilitates navigating and making selections from our taxonomy• Conducted presentations for numerous stakeholder groups to orient them around our architecture and workflow designs and gain buy-in• Led an initiative to deliver thousands of definitions for existing product values to enable more accurate selection by support personnel• Created an assessment exercise for data governance specialists; this served as a key metric when evaluating and hiring multiple team members

• Led a team to develop a framework of 1,000+ security controls, which served as a taxonomy to allow scaling and centralizing of thousands of compliance-enabling objects such as evidence artifacts and control statements. • Defined an overarching information architecture for compliance content, including metadata models to allow this taxonomy to serve 22+ user personas across 400 identified user stories.• Developed mockups and prototyped user experiences using tools such as Balsamiq and censhare.• Implemented and consulted on numerous work management system deployments, helping teams design workflows to triage, assign, and schedule their work items, generate productivity metrics and dashboards, and issue reports.• Delivered a toolkit to help AWS Security create effective large-scale communications, which included best practices, templates, audience identification and engagement tips, communication channels, and created a bar-raiser group to provide guidance and assistance on sensitive messages.• Managed the AWS Security policy corpus, which supported compliance with regulations such as ISO, SOC, PCI, FedRAMP, HIPAA, and more, and communicated information security policy requirements to 35k+ employees.• Oversaw the policy exceptions approval process, one of the most sensitive information security functions, by vetting exception justification, risks, and mitigations, and packaging for CISO approval.• Created a policy management toolkit to serve policy managers across Amazon, including guidelines for policy creation and approval workflows, style guidelines, document templates, and communication strategies.• Closed a gap in the policy corpus by developing a new information security policy through partnership with over 30 individuals across the business, bringing clarity to a historically ambiguous and risk-prone space.

• Oversaw technical authoring, publishing workflows, and the management of a library of over 1,700 documents. I owned content change management, developing technical guidelines and processes, and working with engineering teams and other stakeholders to drive the future of content platforms and information architecture.• Managed the migration of the content library into a newly-implemented XML-based content management system (Trisoft). • Designed and implemented a DITA-based content and metadata strategy, driving alignment to a systematic understanding of knowledge goals and architecture. Trained advisers to guide the team on content strategy alignment, and held weekly touchpoints with advisers to guide the evolution of the content strategy. • Defined a robust metadata model to allow source documents to be conditionalized for 11 markets across 3 languages (33 total outputs), with content tailored to each output.• Trained and led 10+ people to perform authoring and publishing workflows in DITA/Trisoft, using a proprietary publishing bridge performing HTML conversion.• Established a translation pipeline for content into Chinese, Japanese, and German, and coordinated thousands of translation projects through this pipeline. To achieve this, I oversaw integration of our content management and translation project management systems, external vendors, and publishing tools. • Developed and trained the team on localization methodologies to capture local-specifics for 11 locales by conditionalizing a global source document. Instituted and streamlined post-translation localization workflows, and coordinated the efforts of 6 on-site reviewers to perform language review and feed local-specifics back to the global source document.• Oversaw a time-bound project to translate, review, and publish 350 documents into Chinese in order to facilitate marketplace launch initiatives.

• Managed escalated customer contacts from initial assessment through interactions with service teams, resolution, and customer satisfaction.• Raised systemic issues, solving them with appropriate parties, and introduced process improvements and policies to support cross-site CS workforce.• Juggled work priorities across a broad spectrum of intake methods.• Notable for owning complicated and undesirable issues, and successfully driving them to completion.

• Created, edited, and managed written policy documentation for a user base of 1500+ by collaborating with engineers and policy stakeholders.• Tasked with spearheading a large-scale overhaul of existing policy documentation, integrating multiple policy repositories, and restructuring knowledge systems.• Selected to represent our office at a Policy Summit in Hyderabad, India, and influenced attendees to integrate policy repositories.• Conducted dozens of trainings, including new hire onboarding, and implemented an overhaul of 100+ pages of training materials.

Developed and created full set of end-user documentation for release of a new version of the DocVue product.Solely accountable for the entire project, from conception through delivery.