Coach and manage a high-performing team of senior content designers and strategists, driving content experience design and knowledge management for Autodesk's enterprise employee and IT services. Lead knowledge management and content strategy for generative AI-driven content development, ensuring scalable, consistent, and effective delivery across multiple platforms. Establish a data-driven approach to measure content impact and continuously optimize content strategies. Collaborate closely with engineering, product, and business leaders to launch complex, cross-organizational content and knowledge initiatives.

Managed and coached a team of content designers and writers delivering personalized, clear, dependable, and impactful help content for TurboTax customers, internal tax experts, and Intuit Assist (GenAI financial assistant). Led annual content refresh and optimization of 4,000+ pieces of customer support content (140 million views per year), 1,000+ pieces of expert support content (6.6 million views per year), and 60+ videos (1.2 million views per year), managing 3 full-time and 8 contract content designers. Analyzed data and user research to understand and improve the customer and expert experience, and fill content gaps during tax season. Partnered with stakeholders and functional teams to drive content efficiencies, captured and prioritized requirements, and delivered against customer experience strategy. Evaluated and implemented new tools and technologies, including generative AI (GenAI), to scale content creation and delivery.

Collaborated with UX/UI designers, user researchers, and developers/engineers to create innovative, user-centered design solutions across a range of internal tools and platforms: self-service support site, intranet, wiki, conversational interface, and more. Developed and implemented overall content strategy for IT projects and programs to improve the digital employee experience at Autodesk. Evaluated, prioritized, and assigned content design projects requested by internal IT teams and external business teams (HR, legal, sales, procurement, brand, etc.), to meet business objectives and key results. Led and coached a team of 3 content designers, with a focus on developing their skills and talent.

Improved the digital employee experience at Autodesk by designing, creating, maintaining, and monitoring useful, usable self-service support content. Evaluated the current state of content on the company intranet and internal support platform, and provided teams with content strategy recommendations and frameworks to align and simplify the user experience. Improved processes for content development and delivery, worked to ensure consistency and standardization across all materials, and promoted ease of use through content design best practices and guidelines.