Work I’ve done
Migrated 1,000 + webpages.
Scaled the content migration for 5 brands moving to a new CMS with redesigned pages and improved leadflows. Designed and implemented monday.com automations for faster SEO review processes and dashbaords for senior leadership and SteerCo reporting. All brands under my purview launched on time and most saw a substantial lift in leads (+65% in one instance).
Owned the website for a global cloud contact center platform.
I worked as the website product owner for a global cloud contact center, managing day-to-day operations for a highly dynamic, personalized and localized website. I lead a global team of UX designers, Writers, Front End Developers managing weekly sprints, managing backlog and also overhauling the Confluence intake ticketing system to better align with our team’s Jira workflows.
Managed marketing for new service launches and subway service changes.
Developed and executed integrated marketing strategy for the launch of 10 new Select Bus Service routes, supporting agency goals of adding an average of 30,195 new riders, representing an average of 15% increase in ridership.
Developed marketing SOPs to increase project efficiency by aligning cross-functional teams with Department of Buses operational timelines, ensuring on-time project delivery, improving overall customer understanding of the new service.
By the summer of 2020 the city of New York gradually began to reopen, which meant more than essential workers needed to take the subway. A small team at the MTA wanted to make sure everyone who wanted a mask, had access to a fresh one and for everyone to feel a little safer while they commuted. During the program, 1,340 New Yorkers handed out about 900,000 masks. Employees and volunteers wore bright yellow t-shirts and vests identifying them as part of the Mask Force team. Read the press release here.
Organized and ran the MTA’s pandemic response “Mask Force” program
Marc A. Hermann / MTA New York City Transit
Social Media Coordinator for New York City Transit brand.
Implemented agency's first social media editorial calendar and shaped a brand voice informed by data-driven customer feedback.
Implemented social media protocols during extreme weather emergencies to reach an audience of millions of followers and improve online engagement.
Eventually the team grew, the customer response team grew and the accounts they managed saw over 1 million followers.
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Creative and Digital Project Manager
Freelance August 2022 - Present, NY & NC
Spearheading digital and print creative projects, leading cross-functional teams through scoping, deliverable definition, work breakdowns and assignments, owning timeline and production schedule management, disseminating feedback, routing approvals, trafficking assets, managing dev/print production, as well as ensuring creative artifacts and templates set up for localization or future use.
Designed and implemented Monday.com workflows for automated creative review process between global stakeholders including external SEO vendors and internal Brand reviewers and creative directors; built automations, and dashboards to monitor project burndown and budget for management and program-level reporting for over 1,000 webpages, copy, and images to support new design and CMS.
Improved client display ad program completion rates while reducing response time to stakeholder questions by 25% using PM processes and SOP standardization, and new quick, easy to read dashboards within both Jira and Teams for Financial services client.
Led the build of a large non-profit's project management function for their creative and fundraising team, training junior PMs, developing workflows and monday.com implementation.
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Senior Account Manager
Human Agency November 2021 - March 2022, New York, NY
Led client engagement and project management for four clients across the non-profit, legal, and higher education fields, overseeing 10-15 projects at a time owning project scoping, resourcing (particularly brining strategy and media teams into work where silos had existed), regular client updates, proofing, and delivery representing client perspective throughout all stages of work.
Spearheaded website rebrand, and resource page and SEO optimization to double site load speeds, decrease bounce rate by 40%, and increase time on site. Used Agile methodologies to quickly meet client needs.
Launched email marketing, fundraising and engagement campaign for non-profit client, brining digital team members to the project to launch lead generation form and workflow for non-profit client to decrease time spent on manually reviewing leads by 70%.
Implemented SOPs in Asana, including strategy, staffing plans, project briefs, proofing and QA as well as budget oversight, resulting in more effective resourcing, cross-functional communication and ultimately faster project delivery for more satisfied clients.
Ensured project processes (i.e. paid media and email campaigns) were properly measured and reported on, before project closed, to support media team and clients make sound, data-driven decisions.
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Marketing Project Manager
MTA New York City Transit June 2014 - October 2021
Provided marketing and communications strategy in addition to creative project management for the 70,000-person organization by being the principal contact for intake of internal client brand, marketing and customer service needs, managing at least 15-20 mid to large projects at a time.
Served as a liaison between clients and the 15-member in-house team of designers, animators, photographers and copywriters. Led multiple projects that met or exceeded expectations, with 96% of projects delivered on time.
Developed an integrated digital strategy for the high-profile Borough Bus Network Redesigns which increased customer engagement by more than 160%, while also serving as lead Project Manager for a cross-functional team of creatives, planners, government reps, communications, and customer service teams.
Collaborated with in-house developers to redesign template web pages and migrated complex content to new CMS. Led training through to adoption of CMS for multiple stakeholders decreasing time to publish and day-to-day resources needed.
Executed successful print and digital campaigns through social, OOH, driving millions of impressions.
Analyzed customer data to identify current and future trends and provided real-time insights to optimize brand presence on social.