Content Management- Audited the company’s U.S. glossary of over 1000+ customer-facing terms and formulated a set of strategic criteria to determine whether terms merited inclusion, resulting in over a 60% reduction in entries.- Applied systems thinking to the foundation for a new style guide internal site, creating information architecture for site organization and applying metadata to entries to improve usability.

Project Management and Process Improvement- Championed, and successfully implemented, a standardized workflow to capture, quantify, prioritize, and track requests for the content design team.- Assisted in prioritization and allocation of content requests, tracking work in Jira sprints and troubleshooting issues jeopardizing on-time completion.- Evaluated new content tools and software and contributed to the rollout and onboarding efforts of adopted tools.- Awarded first annual “URock,” a peer-nominated recognition of 6 members within a 120+ person design team.Documentation and Content Management- Collaborated with localization and legal partners to ensure text met requirements for all users and locales.- Managed US style guide and glossary, leading biweekly discussions of style and terminology issues and refining entries.- Created and presented training materials on UX writing standards and the company’s style for design teams without dedicated content support, increasing consistency across product experiences.Content Design and Development- Authored and edited a variety of clear and concise in-product copy, including flows, terminology, educational tooltips, and navigational elements to help users and reach business goals.- Transformed complex, technical financial information into concise and actionable user-friendly copy that aligned with the brand and voice of the company.- Led content efforts for the launch and expansion of the payment disputes experience, crafting copy for end-to-end flows, emails, and error and system messages.- Overhauled transactional product emails, ensuring content was clear, concise, on-brand, and accurate.- Streamlined copy and terminology across overlapping post-transaction flows, improving consistency in user experience regardless of return type.

Content Design and Development- Led content strategy and UX writing efforts for Chegg Prep, a flashcard study app.- Created a strategic copy framework for Chegg Writing, the company's grammar-checking tool for student papers, to eliminate the need for individualized copy strings for all grammar suggestions.- Ensured in-product UX copy reflected brand voice, suggesting improvements as needed.Content Management and Documentation- Instituted a regular communication cadence and formalized information exchange between UX content strategy and Customer Support content creators to discover opportunities for improvement.- Helped lead style guide discussions and implemented revisions.- Participated in “dogfooding” product testing sessions to discover and document pain points from the customer perspective.

Content Management- Reviewed and edited all content produced by content developers (CDs) for accuracy, grammar, and consistency.- Published and organized content in Salesforce, adding appropriate metadata and topic categorization.- Authored articles for customer service agents, providing information on product updates and steps to resolve issues.- Audited keyword search results, ensuring customers could locate the most relevant content by editing metadata tags.- Analyzed metrics on KB content to target low-performing articles and videos for optimization, decreasing customer service call volume.- Managed style guide, leading team discussions and implementing changes and updates.Project Management and Content Strategy- Planned and executed content strategy for KB team creating user documentation and self-service content.- Prioritized requests and delegated assignments to CDs, ensuring workload was fairly distributed.- Established a Jira project management process for CD assignments, creating a streamlined workflow that eliminated missed tasks, eased collaboration with partners, and quantified team efforts for management.- Identified new documentation needs and prioritized updates to existing KB content to reflect updates to the product.- Communicated to stakeholders when deadlines would slip, with clear timelines for completion and interim solutions to meet customer needs.

- Directed and supervised annual production of 20+ print and digital English higher education products on behalf of Pearson Education.- Managed ~$2M annual budget of all English titles and related supplements and worked with external and internal team members to address projected shortfalls.- Set project milestone dates and schedules using Smartsheet and Excel, monitoring project progress daily.- Oversaw full-service production vendors to ensure projects progressed on schedule and within budget.- Identified and communicated project risks and constraints, and worked collaboratively with the client, authors, and vendors to achieve resolution.

- Managed the development of higher education art and humanities print and digital products.- Collaborated with external and internal stakeholders including freelancers and permissions, production, and design teams to ensure titles were on schedule and within budget.

- Managed all in-house work on 80+ moderate to complex custom textbook projects each year from submission by sales team until release to printer.- Assessed project submissions for editorial accuracy and educational quality.- Assessed production and manufacturing requirements and ensured needed work was within budget.- Identified, assigned, and managed composition vendors and set production schedules.- Acted as communications hub throughout the project lifecycle, coordinating workflow between in-house departments and external vendors, customers, and sales team.

- Managed department programs including ergonomics and new employee EH&S training.- Wrote and revised internal policy documents based on federal and state regulations.