As learning systems program manager, I lead systems strategies, content management strategies, product development, and launches of learning platforms for the Customer Success organization.  In this time I was integral in the development of a next-gen customer facing learning platform as well as a bespoke sales enablement platform.  

Key Responsibilities

• Establish, grow, and iterate Looker learning programs at scale
• Create and manage learning programs product road mapping, aligning with organizational objectives and strategic goals 
• Identify opportunities to collaborate with cross-functional teams, and lead efforts to extend learning assets throughout CS Programs. 
• Define & establish governance measures & risk management policies
• Advise Knowledge Management teams on digital asset management strategies, metadata applications, and taxonomy design
• Organizational lead during Google acquisition in the M&A technical integration, leading the strategic planning of team operations, platform selections, & vendor onboarding
• Subject Matter Expert for organizational learning & content systems, liaising with account representatives from various LMS and CMS platforms and managing all aspects of account management

Projects

Product Owner: Project eXperience

Agile Product Owner during the development of a custom learning management system created to nurture Looker users through their onboarding & career development with the goal of promoting customer success at scale & reducing churn.

• • Worked closely with team managers, content strategists, instructional designers, and executive sponsors to align requirements & deliverables
  • Analyzed, organized, and curated product features to identify and define the required elements for the multi-phase launch, from MVP to Blue Sky
  • Collaborated with development & design teams to digest and deliver the team goals and requirements
  • Advocated product with the development team and acted as the main point of contact for internal information management & vendor onboarding
  • Shepharded vendor approvals, onboarding, and product launch through multi-faceted corporate systems, including legal, privacy, and security reviews 
  • Liaised with Project Managers at a regular cadence to align on project deliverables and overcome obstacles 
  • Identified necessary SaaS platforms required to deliver full product functionality and led selection of platforms including CMS, LRS, Community, media management, and interactive lab platform 
  • Designed content migration plan & oversaw migration resources during manual migration of 700+ documents from legacy CMS into new CMS with complex content model

Product Owner: KT Hub

Designed and implemented an asset and learning delivery platform supporting the success of a global sales force, winning the 2019 Showpad Innovative Design Excellence Award for system design.  

• • Managed rapid development & deployment of sales enablement CMS/LMS platform launch, and designed best practices to ensure consistency, scalability, and positive user experience
  • Acted as Project Manager on a five-person team focused on global deployment, publishing 500+ educational and media assets in less than 60 days 
  • Worked with stakeholders from 13 contributing teams to align document governance, development strategies, content management, and metadata strategies  
  • Coordinated migration of LMS content from disparate systems, identifying and deprecating stale content
  • Co-developed 300+ term taxonomy used to design and deploy over 30 discoverable and accessible metadata-driven experiences for varied use-cases, with quarterly reviews to ensure efficacy and accuracy   
  • Designed and delivered web-based and instructor-led interactive training for all field teams, hosted bi-weekly office hours, and regularly surveyed users to ensure constant improvement 
  • Developed and documented policies, internal SLAs, and course creation processes and workflows to ensure lifecycle management of learning content, using an optimized methodology to address platform limitations

UNIVERSITY OF CALIFORNIA SANTA CRUZ  |  Santa Clara, California  |  2016-11 – PRESENT

I supported five creative teams in a fast-paced environment, managing the acquisition, discoverability, distribution, and storage of a wide variety of media. Resident expert, coach, and project manager for all things related to systems, protocols, and expectations of the video production environment.

• Created and implemented complex strategies related to cataloging, metadata schemas, taxonomies, storage, retrieval, comprehensive lifecycle management, and distribution. 
• Designed and administered disparate but connected data systems for storage and access. Analyzed legacy storage strategies, identifying and implementing efficiencies in storage management that resulted in 95% cost reduction.

• Architected and implemented full CatDV (MAM) installation, managing five production groups, eight defined user roles, 30+ users, and over 300k assets, while also acting as primary troubleshooter and support person.

• Configured 40+ advanced CatDV Worker Node automations to manage ingest, storage movement, archive, metadata coding, proxy generation, delivery, etc.
• Defined, documented, and enforced naming conventions, data structures, data dictionary, and data standards. Designed and managed intricate workflows.

• Managed user access to media, servers, accounts, and collaborative workspaces and trained users on workflows and best practices.

• Trained and coached editors, designers, and subject matter experts on copyright, fair use, and licensing; Coordinated licensing and permissions with external intellectual property owners, and managed vendor selection for licensed assets.

• Designed and implemented a database from aggregate sources to act as System of Record for production projects.

SANTA CLARA COUNTY BAR ASSOCIATION  |  San Jose, California  |  2013-03 – 2016-11 

Marketing generalist responsible for all activities to foster growth and member relations. Database Administrator for CMS and CRM, and solely responsible for graphic design, writing, and metrics tracking related to marketing activities such as email marketing, blog posts, press releases, and social media presence.

• Designed and implemented new branding including logo, print & web design, and external advertising installations.
• Responsible for SEO and display advertising with Google AdWords and DFP.
• Managed seamless data migration of 6000+ membership records into new CRM system, and acted as webmaster/database administrator within CMS.
• Grew member engagement while increasing non-dues revenues and designed member retention program resulting in 98% member renewal rate.
• Improved workflows and processes through implementation of new tools and cloud technologies.

NEWMIND GROUP  |  Kalamazoo, Michigan  |  2012-02 – 2013-03

Point person for all marketing, PR, design, client training coordination, communications, and event planning for national Google Apps reseller. 

• Wrote and published blog posts, press releases, email blasts, and social media.
• Webmaster responsible for all website content, design, and code integrity using Expression Engine CMS. 
• Coordinated, scheduled, and hosted training sessions, both live and virtual.
• On-site trainer for Google Apps deployments, designing instructional content for “Train the Trainer” sessions.
• Managed CRM through multiple data migrations and ensured data integrity.

PRO SERVICES  |  Kalamazoo, Michigan  |  2011-01 – 2012-03 

Assisted office and field staff as the go-to technical leader and innovation champion, while acting as head communicator, web developer, marketer, writer, and designer.

• Championed Google Apps deployment and served as on-site trainer and problem solver; Managed physical asset tracking including acquisition, distribution, and disposition.
• Designed and implemented new branding in 2011 including logo, print branding, and web design.
• Increased customer engagement and retention through the development of real-time “dashboards” with aggregated data to provide transparency and enrich client experience.

GREENLEAF HOSPITALITY GROUP  |  Kalamazoo, Michigan  |  2001-09 – 2011-01

Designed, wrote copy, and created all marketing and customer-facing materials, including both print and digital media, for multiple entities, while managing the intake and production workflow of printed and digital deliverables from the marketing department.

• Managed the in-house print shop, and implemented work order management database to ensure timely deadlines were met.
• Acted as Project Manager in launch of new websites, and administered sites in Joomla CMS following launch.