Resume

Summary

Strategic content and knowledge management leader with 15+ years of experience building AI-powered knowledge ecosystems, enterprise governance frameworks, and user-centric content programs at the intersection of technology, law, and innovation. A career defined by building from scratch: designing the knowledge architecture, taxonomy, governance, and content infrastructure that did not previously exist — then scaling it to serve global organizations. Deep expertise in AI content tools, prompt engineering, human-in-the-loop workflows, and knowledge systems that power intelligent search and self-service. Licensed attorney with the analytical rigor and legal literacy to navigate complex policy, compliance, and governance challenges. Exceptional writer with a published fiction record and 20+ years of craft across technical, legal, editorial, and creative forms. Three-time Presidents Club nominee and WEX Innovator Award recipient.

Senior Content Product Manager, AI & Knowledge Experience

2026 – Present at WEX, Inc.

  • Lead AI & knowledge strategy for a global SaaS platform, designing knowledge architectures, RAG pipelines, and intelligent search systems that power self-service and AI-assisted content delivery at scale.

  • Define enterprise taxonomy, metadata standards, and governance frameworks; establish KPIs to measure knowledge engagement, reuse, and self-service deflection.

  • Partner cross-functionally with Product, Engineering, HR, Legal, and Marketing to align knowledge strategy with organizational goals and product roadmap.

  • Design and implement human-in-the-loop AI workflows ensuring content accuracy and operational precision before deployment.

Lead Technical Writer

2016 – 2021 at WEX, Inc.

  • Wrote the online help platform for a flagship SaaS product from scratch, including search optimization for every article, the site design, and the information architecture.

  • Increased KB engagement by 85% and reduced support tickets by 35% through user-centric, thoroughly validated documentation.

  • Administered the primary KM platform; designed pages, libraries, search dashboards, and metadata structures.

  • Implemented agile methodology for the technical writing team.

  • Designed the company-wide style guide and content governance standards.

Senior Manager, Operational Writing

2021 – 2026 at WEX, Inc. (Learning & Development, HR)

  • Built a modern KM function from the ground up within the HR Learning & Development organization.

  • Led a global team of technical writers and content developers; delivered $1.5M in savings and a 25% reduction in production time through AI-assisted content innovation and governance improvements.

  • Authored and enforced the company-wide editorial style guide; oversaw policy lifecycle management, content governance, and quality standards across a global SaaS organization.

  • Provided training, workshops, and change management support to embed new knowledge practices across disparate global teams.

Director, Onboarding, Education & Support

2009 – 2016 at Knotice, Inc. (an IgnitionOne Company)

  • Built the entire KM and help platform infrastructure from scratch for a SaaS organization across Sales, Onboarding, Support, and Customer Success.

  • Reduced workflow downtime by 35% and internal support requests by 47% through improved knowledge architecture and content activation.

  • Selected and implemented a CMS for enterprise KM, delivering on time and 20% under budget; led global change management and adoption programs.

  • Managed 24/7 team of trainers, writers, and support team members

Core Skills & Tools

KM & Content Strategy: Knowledge architecture, taxonomy & metadata, content lifecycle governance, style guide development, self-service optimization, KPI frameworks, built-from-scratch KM programs

AI & Technology: Prompt engineering, RAG pipelines, intelligent search, human-in-the-loop workflows, AI output validation; Claude, ChatGPT, Gemini; SharePoint (expert), Workday, ServiceNow, Salesforce

Writing & Editorial: Technical writing, KB documentation, thought leadership, policy & compliance content, instructional design, published fiction; extensive experience across technical, legal, editorial, and creative forms

Leadership & Legal: Global team leadership, change management, executive stakeholder influence, cross-functional alignment, licensed attorney, legal & regulatory literacy, JD

Tools: Jira, Confluence, MadCap Flare, HTML, CSS, XML, Microsoft Office, Google Suite, Adobe Creative Cloud, Claude, ChatGPT, Gemini; SharePoint (expert), Workday, ServiceNow, Salesforce

Education & Publications

Juris Doctor (JD), University of Akron School of Law

  • Fifth Place, National Academy of Elder Law Attorneys Student Writing Competition

  • Recipient, Donald W. Banner Corporate Scholarship

BS, Advertising Copywriting, Kent State University

Published Fiction Author: Featured Author — Deception: An Anthology & Escape!: An Anthology

Additional information, references, and legal career experience available upon request.

Contact

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