Systems + Operations

Developed a content coverage model to provide transparency into the team’s prioritization and resourcing allocations and ensure alignment with stakeholders and business goals. The model was adapted from Content Strategy Inc.’s Content Maturity Model and used to assess the level of investment needed for each initiative.

Initiated a cross-organizational workgroup to develop a consolidated Tableau dashboard for analyzing content performance against KPIs.

Led content SEO initiative across all product areas, developing SEO strategy and providing guidelines and enablement to 100+ writers.

Built content systems and governance frameworks that enabled consistent, efficient experiences across products and channels. Expertise includes:

• Information Architecture & Taxonomy Design: Structured content models and classification systems for findability and reuse

• Metadata Strategy & Schema Development: Standardized tagging frameworks to enable dynamic content delivery and analytics

• Structured Content Development: XML/DITA templates, component-based authoring, and semantic markup for multi-channel publishing

• Content Reuse & Single-Sourcing: Dynamic content strategies that maximize efficiency and maintain consistency across platforms

• Workflow & Publishing Automation: Build pipelines, CI/CD integration, and automated publishing processes to streamline content delivery

• Governance Frameworks: Content standards, audit methodologies, and quality assurance processes to maintain system integrity at scale

• Tooling & Infrastructure: CMS/CCMS implementation, version control systems, and authoring tool configuration

Launched and managed support sites on the Salesforce platform.

• At MarketTools, I built and launched a new support site for each of the company's market research products, imported knowledge base articles, and created custom VisualForce pages on the Salesforce platform as part of a year-long project to migrate from RightNow. 

• At Salesforce, I contributed to a major redesign effort of the Help site around a new taxonomy that my team developed based on the results of a card sorting exercise we ran. As part of my role leading the team's ongoing SEO efforts, I also helped tune the search service on the site to improve content findability.