# Nicole L. > Senior Manager, Content Design and Knowledge Strategy at Autodesk | UX Content Strategy | Content Operations Location: San Francisco Bay Area, United States Profile: https://flows.cv/nicolel1 Content leader enabling generative AI-driven support experiences, focusing on structured data and knowledge management to deliver accurate and relevant answers at scale. Proven success leading high-performing content teams, establishing governance frameworks, and delivering measurable improvements in knowledge findability and self-service. Areas of expertise: Content strategy and governance | Knowledge management | Support content operations | Structured content methodologies | Content management systems | Generative AI integration | Team leadership and coaching | Cross-functional collaboration ## Work Experience ### Senior Manager, Content Design and Knowledge Strategy @ Autodesk Jan 2024 – Present | San Francisco Bay Area 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. ### Senior Content Design Manager @ Intuit Jan 2024 – Jan 2024 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. ### Content Design Manager @ Intuit Jan 2022 – Jan 2024 ### Content Design Manager @ Autodesk Jan 2020 – Jan 2022 | San Rafael, California, United States 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. ### Senior Content Designer @ Autodesk Jan 2018 – Jan 2020 | San Rafael, CA 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. ### Communications Manager @ Autodesk Jan 2016 – Jan 2018 | San Francisco, CA Created strategic communications to deliver compelling stories relating to artificial intelligence (AI), machine learning, and conversational interface initiatives. Advised, consulted, and partnered with teams and individuals across the company to create internal and external communications that facilitated stakeholder management and change management. Distributed standards and provided guidance to my team on effective communications. Developed, wrote, and edited communications, including e-newsletters, program updates, internal and external presentations, videos, and websites. Planned the frequency of and vehicles for communications, and coordinated across different areas of the business. ### Content Manager @ Autodesk Jan 2014 – Jan 2016 | San Rafael, CA Developed and implemented the content strategy for Autodesk's partner-facing support site (Partner Help). Collaborated with the Partner Help design team on content categories and site features. Created and produced engaging, effective e-learning content for self-service tasks that serves the spectrum of international users’ abilities and learning styles. Used a variety of tools and systems to create, share, and track learning content. Wrote and produced external (partner-facing) and internal communications about program goals and achievements in written, graphic, and video forms. ### Senior Project Manager, Technical Writing and Development @ Consortium on Reaching Excellence in Education, Inc. Jan 2007 – Jan 2014 Managed the workflow and quality assurance of training content and marketing materials, partnering with internal and external stakeholders for successful, on-time delivery. Hired and supervised independent contractors for editorial and permissions work. Developed and produced the company's websites, wiki, and other technology projects. Investigated and learned new technologies and programs related to creating and distributing online content and multimedia products to enhance the company's revenue stream. ### Copyediting Manager @ Apress Jan 2001 – Jan 2007 As the sole editor on staff in 2001, played a key role in the development and growth of the editorial department during the company’s startup phase and beyond. Created and maintained Apress's editorial style guidelines, training resources, department wiki documentation, and various templates and forms to streamline processes. Collaborated across departments and with authors and vendors to juggle priorities and workloads to ensure editorial and production teams could manage fast-paced schedules aligned with the release of new technologies. Hired, managed, and mentored internal and freelance editorial staff. Worked directly with technical authors (engineers and programmers) to clearly and succinctly translate their ideas into writing for an end-user audience. ## Education ### B.A. in English UC Santa Barbara ## Contact & Social - LinkedIn: https://linkedin.com/in/nicole-leclerc --- Source: https://flows.cv/nicolel1 JSON Resume: https://flows.cv/nicolel1/resume.json Last updated: 2026-04-13