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Work Background
MicrosoftCommunity Program Manager | AI Technology Strategy & Innovation
Sep. 2024 - Jun. 2025United States• Developed scalable planning and training assets that empowered global Microsoft Customer Service and Support (CSS) teams to autonomously execute on-site AI learning events to increase Copilot feature adoption, improving operational efficiency and increasing cost savings on travel.
• Successfully launched a Viva Engage community to encourage internal cross-group information sharing and collaboration; owned strategy, editorial calendar and content sourcing.
• Created/refined editorial content collection, curation, and publishing processes to govern Autonomous Support Program group progress updates via monthly newsletters and briefings.
Steyer ContentCopy Editor
Feb. 2024 - Sep. 2024• Working with clients from Amazon Web Services and their business partner, NetApp, reviewed blog posts, PowerPoint decks, and video scripts to identify and correct grammar, punctuation, spelling, readability, and style guide issues.
• Created an editorial guidelines resource doc and rough draft checklist for use by content producers at both AWS and NetApp to help reduce errors and streamline the editing process.
• Using Box, Airtable, and SharePoint, and adhering to service level agreements to govern rush versus regular editing requests, managed edits and expectations for in-progress assets while collaborating with stakeholders in Seattle, New York City, and Tel Aviv.
University of New HampshireContent Marketing & Social Media Manager
Sep. 2023 - Feb. 2024Durham, New Hampshire, United States• Conducted business journalism research and interviews with faculty and staff to collect departmental and academic stories to inform 14 impact articles and 5 faculty profiles for the 2023 Annual Report (included in my writing portfolio).
• Created an internal communications framework and ticketing-based workflow to govern the cross-promotion of relevant news, events, and social media campaigns across UNH.
• Established an editorial calendar and produced strategic communications – press releases, op-eds, fact sheets, newsletters, blog posts, and social media kits – for external dissemination to followers and media contacts, ensuring clean copy, and adherence to university branding guidelines and style guide.
Amazon Web Services (AWS)AWS Blogs | AWS Immersion Days | Case Studies Program Manager
Nov. 2017 - Jan. 2023United States• Managed content production workflows for the AWS Machine Learning (AI), Big Data, and Database blogs, resulting in a 45% increase in production volume. • Produced over 1,500 blog posts; owned all aspects of content production, from editorial topic decisions to driving reviews/approvals to staging and publishing in WordPress.
• Using Highspot (Salesforce integration), established governance and protocols for the quarterly review of 200+ sales enablement content assets across 20+ engineering teams, contributing to a 15% YoY increase in sales.
• Developed and implemented a case studies program to capture and promote customer testimonials via customer interviews and writing/editing collaboration.
Amazon Web Services (AWS)Customer Support Manager
Dec. 2016 - Nov. 2017Seattle, Washington, United States• Led a team of 20+ support agents tasked with addressing customer issues via phone, social media, and chat; managed performance, coaching, career development, and maintained positive team morale through major shifts in upper management turnover. • Owned Editorial Content Operations to build internal support documentation protocols, including change management and crisis communications messaging. • Developed and implemented a pilot program to provide chat as an additional support offering, resulting in a 10% reduction in call volumes during the pilot phase.
MicrosoftCommunity Manager | Microsoft Advertising
Oct. 2010 - Mar. 2016Bellevue, WA• Launched an extremely successful customer advocacy/product improvement strategy; Microsoft later developed a proprietary platform based on it. • Created an editorial content strategy resulting in 85% of visitors “very satisfied” with our content; 73% would “definitely recommend," per comScore.
• Authored over 2k blog posts to enable customer success resulting in a 75% traffic increase; managed vendors for social monitoring/response resulting in a 60% engagement increase.
• Created a community influencer marketing program to share release information ahead of launch, enabling a coordinated approach to marketing communications via social media.
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