Resume
A decade of experience building high-performing documentation teams, driving content strategy, and delivering user-centered documentation at scale.
Professional Experience
Sr. Technical Writing Manager
Product Content Experience
Cloudflare
- Lead a globally distributed team of 10 technical writers who own all Cloudflare product content at developers.cloudflare.com, winner of the 2025 DevPortal Award for Best Unified Enterprise Developer Portal.
- Led an AI transformation of content operations -- from research and content generation to auditing and validation -- making the team's processes 2.5x faster.
- Built and deployed a company-wide AI prompt library (React/JavaScript) serving 400+ unique daily users across marketing, sales engineering, customer support, and product management.
- Developed a data-driven content health monitoring program using Python, BigQuery, and Looker, transforming a 4-hour weekly manual review into an automated 15-minute pipeline.
- Drove an 11% decrease in support calls, achieving 75%+ CSAT on learning paths and reference architectures through continuous monitoring and client-centric knowledge strategies.
- Established a prioritized intake and governance process in partnership with product VPs and directors, eliminating low-value work and aligning content strategy with client success goals.
Section Manager
Documentation Operations
National Instruments
- Led the Documentation Operations team, designing content strategies and prioritizing 100+ technical documentation projects each quarter based on data analytics, company priorities, and customer experience.
- Sponsored data-driven OKRs, enabling staffing decisions 50% more efficient, prioritizing over 1,000 content support cases, and improving customer satisfaction by 10% online in one year.
- Led a company-wide Content Strategy Forum to improve the online content experience, increasing collaboration and customer satisfaction by 7%.
- Drove decisions to eliminate specific document types based on lack of customer engagement and high production cost, saving the company 2-3 headcount annually.
- Created and maintained content portfolio roadmaps for R&D across ADAS, EV, Semiconductor, Aerospace, and Government industries.
Senior Group Manager
Documentation Product Management
National Instruments
- Stood up and led the Documentation Product Management team to evaluate and prioritize content projects across R&D.
- Forecasted Technical Writer capacity quarterly and annually to determine organizational commitment levels.
- Built and published content roadmaps each quarter to visualize current work and upcoming content needs from R&D.
- Sponsored the objective to establish a data-driven approach to prioritizing documentation and localization projects.
Senior Group Manager
Software Products Documentation
National Instruments
- Managed Application Software technical writers and acted as the documentation business owner and project manager.
- Promoted the value of Technical Writers and the Technical Writer Discipline to R&D stakeholders.
- Fostered a culture of open feedback and employee engagement so writers could grow in an environment that trusts and supports them.
- Sponsored org KRs, initiatives, and working groups.
Group Manager
Application Software Documentation
National Instruments
- Managed technical writers and acted as the project manager for team-wide projects.
- Promoted work tracking in Azure DevOps and implementation of Agile/Scrum practices to ensure efficient project delivery.
- Collaborated with R&D leadership to determine writer staffing for software projects.
Staff Technical Writer
Software Documentation
National Instruments
- Wrote technical content including API reference documentation, conceptual topics, and getting started guides.
- Acted as Scrum Master for the application software technical writing team to ensure continuous delivery.
- Mentored new writers on their first projects, trained them on processes and toolchains, and celebrated their accomplishments.
- Reviewed content as a Lead to ensure style adherence, accuracy, and completeness.
Technical Writer
Software Documentation
National Instruments
- Wrote technical documentation for high-tech products, including online and in-product content.
- Researched and analyzed new features and workflows to develop interactive, procedural documentation.
- Collaborated with developers, UX designers, and other technical writers to ensure helpful and accurate content.
Lead of Business Processing Services
LegalZoom
- Created and updated training guides, standard operating procedures, how-to manuals, and glossaries.
- On-boarded and trained new hires, reducing training time from 8 to 5 months.
- Improved team accuracy and production rates through process efficiency initiatives.
Education
B.A. in English Language and Literature
University of Texas at Austin
Certifications
AI for Product Management
Enterprise Design Thinking Co-Creator
Dare to Lead Trained
Lean Six Sigma Green Belt
Skills & Tools
Leadership & Strategy
People Management, Strategic Leadership, Change Management, Stakeholder Engagement, High Performance Teams
Content & Documentation
Content Strategy, Content Operations, Technical Writing, Documentation Practices, Content Management
Data & Analytics
Python, SQL, Google BigQuery, Data-driven Decision Making, Key Performance Indicators
Tools & Methods
Agile Methodologies, Git, Jira, Prompt Engineering, VS Code, React.js
Community & Growth
Community Building, Coaching, Project Management, Customer Journey Mapping, Event Planning
Process & Operations
Lean Six Sigma, Process Improvement, AI Orchestration, Content Operations, Design Thinking, Program Management