Learning and Development Lead

• Feb 2023 - Present

Responsible for developing and implementing company-wide internal and external training programs. Heretto is a SaaS content operations platform designed to create, manage, and personalize enterprise knowledge for any audience, channel, and language. Responsible for developing and implementing company-wide internal and external training programs. Heretto is a SaaS content operations platform designed to create, manage, and personalize enterprise knowledge for any audience, channel, and language.

Ambassador, Nasville

• Jan 2023 - Present

Associate Director of Content Strategy, Localization and Geo Expansion

• Aug 2021 - Oct 2022

Led all customer-facing UX content strategy and localization initiatives across 5 regions for 6 customer sites, including Wayfair, Joss & Main, AllModern, Perigold, Birchlane, and Wayfair Professional. Managed a team of 8 people, and influenced company-wide technical, business, and executive stakeholders to prioritize strategic localization initiatives. • Secured alignment with leadership and cross-functional teams to create scalable localization playbooks to reduce new market and language launch time by more than 50%. • Created an organization-wide multilingual terminology management and editorial automation program to improve customer experience, reduce translation errors, and build cross-functional alignment. • Created a data-driven content quality program across five end-user teams to establish the first-ever quality baseline to improve localization readiness. • Developed global-ready toolkits for engineers to align internationalization infrastructure libraries to industry standards and localization guides. • Influenced content management system decisions and migrations to enable global reuse and consistency. • Managed and developed an 8-person team of senior managers and independent contributors. • Key software tools: Contentful, Miro, Figma, Airtable, Slack, Google Suite, Jira, Confluence, Smartling, DeepL Show less

Global Content and Localization Strategy Manager

• Apr 2015 - Aug 2021

Led the end-to-end content and localization program. Built and managed a high-performing, international team of content strategists, localization managers, and content operations specialists. Managed budgets ranging from $100K to $3.5M.• Increased in-country support by strategically adding languages to the company portfolio and product displays to support 88 countries with up to 40 languages.• Negotiated with key business and technology partners worldwide and across verticals to gain alignment for a digital transformation across the customer support community.• Set strategic direction for simultaneous initiatives, including service content delivery, multi-channel publication, localization and translation, terminology development, and workflow management initiatives. • Averaged $1.25M annual translation savings by establishing centralized processes, strategic third-party partnerships, and optimized end-to-end content development practices.• Realized full return on digital content transformation investment (ROI) of $1.9M to executive leadership within 18 months of content and localization strategy implementation and two years ahead of plan.• Established and oversaw the company's first international product audit and quality control audit for multilingual user interfaces in Munich and Singapore with participants from 37 countries.• Leveraged data to recommend changes to the engineering product development processes and incorporate localization and globalization requirements early in the product life cycle. • Negotiated contracts and managed relationships with contractors, translation, and software suppliers.• Evaluated industry trends and technical innovation while collaborating cross-functionally to provide a great content experience for customers and efficient content management practices for the content team.• Key software tools: Ovitas CLS (CMS), XTM (TMS), oXygen XML, Acrolinx, Mize (Syncron), Adobe AEM, Jira, Confluence Show less

Global Content Manager

• Oct 2013 - Apr 2015

Led the design and implementation of a content and localization strategy for technical communications that aligned the customer experience and business goals. Gained buy-in from multiple department leaders to expand the scope to a global scale that encompassed end-to-end process optimization.• Collaborated cross-functionally and globally with vice presidents and department directors to develop an agreed-upon roadmap and implementation program for a holistic content and localization strategy.• Led sourcing and implementation of enterprise-wide tools: content management system (CMS), translation management system (TMS/CAT), machine translation (MT), authoring and terminology guidance software (Acrolinx), and project management software.• Recruited and coached a high-performing team of internal and external candidates to develop best practices, protocols, and processes that drove greater efficiencies and collaboration across global teams. • Demonstrated ability to lead through the full life cycle of program and project management, from project planning, initiation, resourcing, and execution to monitoring, control, and completion.• Created and influenced process changes by seeking diverse perspectives from cross-functional teams to inform future roadmaps. Show less

Technical Writer, Illustrator, and Photographer

• Nov 2007 - Oct 2013

Developed service and parts content to support service technicians, dealers, and customers. Created technical illustrations for product manuals. Photographed products for the website.• Created and implemented the company's first authoring style guides• Implemented a peer editing program to improve quality.• Organized the company’s first technical communications summit to align regions.• Key software tools: Adobe FrameMaker, NX Graphics, PTC IsoDraw, Adobe Photoshop, Adobe Illustrator, Adobe InDesign, and Acrolinx. Show less

Associate Branch Manager

• Nov 2005 - Nov 2007

Hired as loan sales associate, but quickly promoted to associate manager through achieving targeted goals and leading sales team to make branch top regional producer four out of six months.

Associate

• Nov 2004 - Nov 2005

Worked with customers to identify and recommend appropriate loan and insurance products. Received numerous branch and regional sales awards.

Senior Amusements Manager

• 2001 - 2004

Led five-eight amusement managers responsible for midway operations in stores across the region while fully responsible for all midway operations in my store.

Amusements Manager

• 1999 - 2001

Ensured operations in facility, games, and retail created ideal customer experience and financial success of the store. Executed meetings and events. Selected, trained, and managed game technicians and retail employees. Managed budgets for retail, maintenance, games, and attractions. Led amusement staff training at multiple store openings across the US.

Assistant Amusements Manager

• 1998 - 1999

Assisted the overall management of the facility, games, and retail center. Supervised and trained game technicians and retail employees. Led amusement staff training at multiple store openings across the US.

Midway Technician

• 1997 - 1998

Repaired arcade games and attractions. Provided customer service in the Midway. Supervised 3-5 technicians as a shift supervisor.

Team Leader / Communication Security Repair Technician

• 1994 - 1996