Projects
This section showcases a curated set of initiatives demonstrating my end-to-end capability across knowledge management, governance, and cross-functional enablement. Each project reflects a different dimension of my work; from program design to content quality, architecture, and organizational behavior change.
Global KCS Program Management
Focus: Enterprise knowledge strategy, governance, change management, data-driven maturity uplift.
I designed and led a multi-year Knowledge-Centered Service (KCS) program for a global SaaS support organization, transforming a fragmented knowledge ecosystem into a structured, search-optimized, and data-driven environment. This work included creating the operating model, coaching and enablement systems, content quality standards, governance mechanisms, and a reporting framework that surfaced actionable insights for Product, Support, and Customer Education. The program achieved significant improvements in content reuse rate, search success, article lifecycle health, and self-service capability, positioning the knowledge base as a strategic asset rather than a static repository.
Content Governance Program
Focus: Content quality control, internal enablement, cross-functional workflows, scalable intake systems.
I built and launched a cross-organizational “See Something, Say Something” initiative to flag outdated, inconsistent, or incorrect customer-facing content. The program combined structured intake forms (via Asana), clear triage pathways, SLA expectations, and role-based accountability for updates across technical writers, SMEs, and Product stakeholders. I led a taskforce and ran point on the development of enablement materials, communication plan, and governance documentation to ensure consistent execution. This closed the loop between frontline discovery and content owners, reduced stale content, and increased organizational awareness of content quality as a shared responsibility.
Content Architecture & Taxonomy Redesign
Focus: Simplifying access, increasing semantic consistency, and enabling scalable, AI-ready information flows across a complex content landscape.
I redesigned the knowledge architecture, taxonomy, and metadata model supporting a multi-product ecosystem in preparation for help center platform migration from Salesforce to Gainsight. Project goals included improving customer help center UI by reducing content click depth and fragmentation while improving findability, reuse, and upstream AI-readiness. Relying on faceted tagging system best practices and tag use, article reuse, and page view data, we launched outcome-based navigation, a modular content approach, and tagging rules that aligned customer scenarios, internal workflows, and product boundaries.
