Where are you from?

I'm a Pennsylvania girl, who found herself living in Silicon Valley. I spent most of my life in Central Pennsylvania outside of Harrisburg, before moving to Pittsburgh.

What's your background?

• Became an honorary yinzer and a mandatory Steelers fan
• Graduated with a double major in Journalism and Multimedia Point Park University
• Wrote articles for Patch.com, the Tribune Review, and City Paper
• Waited on thousands of people at several local restaurants and cafes
• Worked overnight as a Google Customer Support Problem Solver for Adecco

After a year of hard work, Google wanted to hire me full-time as a project manager, and I moved to California with my fur babies, Spirit and Shiva.

I worked at Google as a Customer Support Project Manager for 2 years and learned a lot about project and program management. This is where I learned how to be an excellent customer advocate, pitching, planning, and executing projects to reduce customer pain points in collaboration with PM, UX, marketing and Eng. But I deeply missed writing, editing, and thinking about content.

What do you do now?

Now, I'm the Help Content Program Manager for Waymo Rider Support, working hard to create content that improves the rider experience.

What are you most proud of right now?

I built the Waymo Help Content Strategy team for Rider Support from the ground up, and then expanded my team and scope to cover all of Waymo operations!

That means creating from scratch:

• Style guidelines, content strategy, and success metrics for my program
• A Help Center with real articles, so riders can help themselves
• An Internal Knowledge Base for processes, so Rider Support agents, drivers, roadside assistance team members do the right thing for customers
• Canned responses and scripts, so Rider Support agents, drivers, and roadside assistance team members can speak with one voice