I lead Red Hat’s Associate Empowerment Office, which is a safe place for any Red Hat associate to discuss concerns or challenges and understand their options without judgment or consequences. Our goal is to help associates resolve concerns in an informal, impartial, and confidential setting. We don’t offer advice or solutions, but rather help each individual uncover the best path forward for themselves.

I am leading a new team within Red Hat's Products and Technologies group. Our mission is to create environments where associates in all locations and roles feel included and connected, have the knowledge to do their best, and understand how they contribute to our success at all stages of the associate lifecycle.

Led 300+ person technical content organization to help customers achieve their goals with Red Hat technology. Unlike many product documentation teams, we sit in Red Hat's Customer Experience and Engagement organization, which gives us unique opportunities for collaboration. We're innovating through close partnerships with customers and customer facing teams to focus on their needs, rather than starting with our technology.

Led a new direction for customer content at Red Hat, enabling customers to adopt next generation IT infrastructure by providing authoritative, trusted content on Red Hat products and solutions. We are building an organization that is transforming product documentation from a description of product features to a differentiating source of value, enabling customers and the field to achieve their goals and solve real business problems for Red Hat’s entire product portfolio, including platform and infrastructure, IaaS, PaaS, Cloud Management, Virtualization, Middleware and Storage. To realize this vision, the documentation team is building partnerships with field organizations, support teams and strategic customer account teams, in addition to working closely with traditional partners in engineering, product management and quality assurance.

Led transition of product documentation team from an engineering and product focused organization to a customer focused organization. Instituted organizational and systemic changes, new functional roles, new hiring profiles, and new expectations of existing associates to help us achieve improved outcomes for customers. Developed new internal and external partnerships to inform priorities and focus efforts on customer use cases over product feature descriptions.

I led content strategy and content management for Red Hat’s Customer Portal (75K+ pieces of content, 1M unique visitors monthly, 4M page views monthly). My team was accountable for all aspects of the customer experience as it relates to content, as well as supporting functions. From content planning and targeted content development, to how content is curated and presented to customers, to search engine optimization and findability, to web analytics that drive continual improvement efforts – my team shaped the customer experience. We informed our priorities through comprehensive customer feedback, closed loop data analysis, and extensive collaboration with a large variety of internal stakeholders, including Product Marketing, Global Support Services, Strategic Customer Engagement and Product Documentation.

My team shaped the customer experience and content strategy for the Red Hat Customer Portal from launch through maturity. I built a global knowledge team to drive operational efficiency of our support organization through knowledge capture and re-use by technical support engineers, which provided a continually evolving library of content for customer use.In addition, I led integration efforts for four newly acquired businesses into Red Hat’s Global Support Services organization. These integrations involved coordinating global, company wide teams on sensitive and urgent actions that affected all aspects of employee and customer experience for the acquired businesses. We met aggressive deadlines to have acquired customers and employees transitioned to Red Hat systems and processes within 30-90 days.

I led the first knowledge management initiatives for Red Hat’s Global Support Services team, including the roll out of a major change initiative to design and implement a new workflow for 350 associates globally to capture and re-use technical knowledge for every support case. This initiative resulted in faster case resolution and a massive library of content for customers to answer their own questions, and also represented an epoch change for the organization. I also led requirements gathering for tooling (Salesforce.com and Jive Software) to support the new workflow.

- Managed support relationships with Fortune 100 customers to ensure customer retention and satisfaction- Coordinated multi-company conference calls and diagnostic activities to lead resolution of critical customer incidents- Coordinated cross-departmental collaboration projects internally to improve customer experience- Designed customer product support and deployment strategies to optimize customer experience

- Led 15 support engineers handling high call volume with enterprise customers- Led initiative to improve internal tools and processes to increase operation efficiency and team collaboration

- Implemented sweeping technology improvements at mid-sized non-profit- Negotiated large technology purchase with major PC manufacturer - Designed and deployed efficient internal tools, including large intranet application- Trained over 150 staff members in new technologies

- Led team of freelance writers for rapid launch of medical information web portal - Managed content development and syndication arrangements with business partners - Led coordination with third party development firm for successful product launch - Authored and edited hundreds of articles on heath information topics