Andrew Swanson

About Andrew Swanson

I’m a platform product manager with 8+ years in the world of content, data, and technology. At Docusign, I lead the Knowledge & Self-Service platform roadmap, driving scalable systems for content, search, and AI that have delivered $1M+ in savings while enabling customers and employees to find better answers faster.

Experience

1. Product Manager, Knowledge & Self-service Platform

   Docusign

   Jun 2023 — Present · Seattle, WA, US

   Lead product strategy, roadmap, and delivery for Docusign’s Knowledge & Self-Service platform — an enterprise system that unifies content, taxonomy, analytics, and governance to power scalable self-service, improve deflection, and enable AI- and analytics-driven support.Key Achievements- Launched the Self-Service Analytics Strategy — introducing standardized deflection metrics and journey insights to measure and optimize customer engagement- Delivered $1M+ in annual productivity savings by enabling Grammarly for support experts, cutting authoring time and improving content quality at scale- Piloted and shipped enablement tools (translation assistant, content glossary) that reduced friction in multilingual live-assist experiences- Built and validated business cases through experimentation and ROI modeling, influencing executive prioritization of automation and AI initiatives- Driving the next evolution of Docusign’s Knowledge & Self-Service Platform — integrating AI/LLM, modular content, knowledge graph, and advanced deflection measurement to scale customer self-service.

Education

• University of Navarra

  Direct Exchange Program - Marketing, Estudios Culturales

  2009 — 2009

• University of Washington

  Bachelor of Arts (B.A.), Economics

  2011 — 2012

• UW Foster School of Business

  Bachelor of Arts (B.A.), Business Administration

  2007 — 2012

• Western Washington University

  Bachelor of Arts (B.A.), English Literature

  2015 — 2016

Skills

• Writing
• Editing
• Customer Relations
• Business Analysis
• Process Improvement
• Microsoft Excel
• Microsoft Office
• Tax
• Project Management
• Corporate Tax
• Leadership
• Business Strategy
• Powerpoint
• Human Resources
• Finance
• Customer Service
• Sales
• Adobe Creative Suite
• Html
• Search Engine Optimization (SEO)
• Content Management
• Content Marketing
• Copywriting
• Css
• Google Analytics
• Marketing
• Email Marketing
• Magento
• Wordpress