* Director owning product strategy and operating model for Adobe's global Help ecosystem (1.2M+ assets; 26 languages; 400M+ visits/year; 250M+ uniques), turning support into growth via self-serve resolution, app activation, and commerce integration (multi-million-dollar incidental sales).
* Shipped "Help Next" platform rewrite — standardized 7 content types, modern IA/taxonomy, and deep product links; now powers 60%+ of Help traffic, with 25% of content transformed and multi-million annualized retained ARR.
* Built Help Platform experimentation and personalization: server-side testing, GEO-aligned markup, and disciplined governance; run A/Bs on next-best action recommendations to drive app launches and billing completion.
* Operationalized genAI across customer, support, and authoring workflows: millions of customer-facing summary renders; support agent desktop summaries in production; authoring beta driving ~30% time savings; Adobe.com pages now 100% readable by LLM bots via partnership with the LLM Optimizer team.
* Lead a hybrid organization: core team of product managers, production support engineers, and personalization/experimentation specialists, with a matrix of Designers, Content Strategists, Development Editors, Writers, Insights Analysts, plus agentic authoring tools; set roadmap, milestones, and standards across functions.
* Own engineering roadmap across four workstreams (Help Platform, Agentic Answer Agent + MCP, Authoring Tools, AI/ML Recommendations) spanning multiple engineering teams; partner closely with Assisted Support, Adobe.com Platform, Product Marketing, Product Management, and Engineering.
* Outcomes: +15% Help CSAT; materially reduced Help-sourced chats; sub-1% Support Conversation/Visit rate; tens of millions of MAU from Help surfaces; low pages-per-visit indicating faster resolution; GEO/SEO advances increase "resolution without a visit."
