Jessica Williams Email & Phone Number

Remote

Supporting Buffer customers and the Advocacy team.

Remote

Working to deliver excellent support and education to Buffer’s 1m+ customers. Working with the best team on the planet.

When Topcoder was acquired by Appirio, I was given the opportunity to manage the content strategy and member engagement of the entire Topcoder platform. Accomplishments listed below. ---Community Engagement Strategy & Analysis---- Identified key initiatives and managed several projects impacting member growth and empowerment of over 1 million members - Researched and provided comprehensive user experience data and journey maps to UX and dev teams, impacting site design and core incentive models - Fostered trust and communication by connecting stakeholders and community members through a 12-month advisory program and new change management standards- Increased new member engagement and conversion through robust onboarding- Established a unique hybrid-NPS model, soliciting community feedback and user satisfaction reliably each week - Executed engagement programs spotlighting members and customer programs on the platform- Developed and published a forum “Code of Conduct” and associated internal support standards - Mapped and validated crucial business processes for internal alignment---Content Strategy & Management---- Developed the web content strategy for the new platform in Wordpress - Created editorial guidelines, calendars and requisition processes - Wrote, edited and published regular blog posts- Managed large content migrations to the new platform which included auditing all content areas, reformatting/recoding, proofing and editing articles and pages- Wrote and edited 40+ articles and managed the overall front-end implementation of a new Help Center platform in Wordpress- Researched, wrote and implemented a new Onboarding Guide for new members

- Product owner of the design community of Topcoder, conceptualizing and managing new features, platform tools and programs - Managed social engagement, with more than 2,000 forum posts directly solving problems and empowering members- Developed key process strategy and documentation - Governed competition rules and account policies, upholding the competition integrity- Developed robust training and certification programs for both members and staff- Analysed and reported fulfillment trends; managed pipelines- Guided clients on best practices for maximum success- Developed and managed the yearly on-site tournament challenges and procedures for the design track

- Created wireframes and UX layouts based on client specification - Coded finalized concepts into an HTML prototype for the client’s review and approval- Provided progress reports, timelines and milestone updates - Worked with pre-sales staff to develop graphical prototypes of new technologies offered by Topcoder

- Conceptualized and developed new network websites - Redesigned and helped implement a complete fresh look for the entire network - Designed and developed the newest iParenting Media company brand, iParenting Media Awards, including website, product winner seals, collateral, and promotional items - Created iParenting brand collateral - Conceptualized magazine covers, TOC and other layout elements for new iParenting magazines, published by Highbury House Communications - Coded (HTML) and produced fully functional sites and large features across the network

- Managed 21 content departments in the national print publication Baby Years Magazine and nine departments in Pregnancy Magazine - Wrote feature cover stories, fillers, news articles and shorts for both magazines - Managed multiple sites on the online network, including the flagship site Pregnancy Today. Tasks included community engagement, community programs, creating and maintaining editorial calendars, writing weekly main-page copy, news features, fillers, quizzes, calendars and other features to educate our large community. Solicited and edited numerous stories and diary entries submitted by community members - Managed a team of freelance writers and contributing editors. Assigned and edited multiple cover stories, features, articles, columns, expert Q&A and anecdotal stories - Developed editorial employment criteria and helped hire and train new writers and editors - Wrote large "dailies" consisting of tips, quotes, information and advice for parents for every day of the year. Dailies ranged in size from 3,000 to 60,000 words- Created and taught a five-week online parenting course for our community with more than 30 lectures and 25 detailed handouts, detailed assignments and message board interaction

• Researched health topics and interviewed experts to write parenting articles published throughout the network • Contributed feature articles meeting regular deadlines • Provided editorial calendar ideas and topics