Senior Manager, Content Design (Atlanta, GA) (remote)

July ‘24 to now: In an expanded role to lead Content Design across Shopping, Rentals, Rentals Enterprise (B2B), and Growth. In addition to performance management, partners with PEMD leaders to plan work and strategies across all areas.
Partners with Brand to execute against Zillow’s Verbal Identity. Owns a tenet of Content Design’s 3YP.
Before: Led two teams of content designers across Design Foundations and Rentals. Oversaw the development of Zillow’s first content design system.
Creates the strategic goals and oversees all programming for Writer.ai for Content Design (since the 2023 pilot). Q3 qual results show up to 50% ‌ productivity increases and up to 71.5% content quality increases; with ROI/cost-savings to Zillow estimated at $85K+ since March ‘24 procurement.
Established a new crit structure, capacity model, and Principal-led quality reviews for all of Content Design.

Staff Content Designer (Atlanta, GA) (remote)

Led content design for Autobanking; established principles and processes for the content design discipline.
Launched cash categories to help clients sort their finances; 6,951 categories created and $23.5mil AUM.

Lead UX Writer (San Francisco, CA)

Launched the Health Safety Commitment for riders and drivers; accepted 10+ mil times.
Revamped help experience for riders and drivers: clarified the IA and created a general FAW section; led to 6.2% global decrease in support tickets and 11.3% decrease in reclassifications (at ride volume 7.6mil/wk).
Established Quality Criteria for Lyft support content. Led weekly workshops to up-level 7 content specialists and served as end-reviewer; led to 13.9% global increase in resolve score (at ride volume 7.6mil/wk).

Content Strategist (Menlo Park, CA)

Executed multi-channel content migration for required Ads integration; adoption goal exceeded by 27%.
Created messaging framework for Ads user states; reduced error states from 2.24% to 0.016% for Saved Audience edits.
Created taxonomy to articulate complex content decisions for Targeting deprecation; achieved 11% neutral revenue impact (~37% of advertisers by revenue).

Digital Content Strategist (Dunwoody, GA)

Developed content strategy and design to launch the State Farm Mobile App®; earned 90% adoption rate and 500K users in first month after launch.
Partnered with other content strategists to lead the development of new processes, documentation, and taxonomy, including the very first State Farm editorial style guide.

UX Writer (Atlanta, GA)

Produced content for myAT&T Overview agile team, including Plan & Details web and plus support content.