Content Strategy
I lead content strategy as a core part of support operations—designing knowledge systems that improve self-service, power AI, and scale customer experience.
Knowledge Architecture
Designing structured, scalable knowledge bases that align with customer needs and support workflows.
Focus: Organization, taxonomy, and intuitive navigation.
AI-Ready Content
Structuring content to power chatbot accuracy and AI-assisted support experiences.
Focus: Clarity, consistency, and machine-readable content.
Self-Service Strategy
Building content that enables customers to find answers quickly and reduces dependency on support teams.
Focus: Deflection, discoverability, and user experience.
Content Operations
Leading teams and processes that manage content creation, maintenance, and quality at scale.
Focus: Governance, workflows, and lifecycle management.
Search & Discoverability
Improving how users find content through search optimization and structured content design.
Focus: SEO, internal search, and intent alignment.
Performance & Optimization
Using data to continuously refine content and improve effectiveness across channels.
Focus: Analytics, iteration, and measurable outcomes.
Approach
I treat content as part of the system—not separate from it. That means aligning knowledge with support workflows, designing for both humans and AI, and continuously improving based on real usage data.
The goal is simple: make it easy for customers to find answers, easy for agents to deliver support, and easy for the business to scale.