Caley Burton

About Caley Burton

As a technical writing manager, I\'m driven to cultivate high-performing documentation teams and deliver iconic documentation experiences that truly serve users. My mission is to empower every team member to feel like a trusted advisor and a supported expert, enabling them to produce invaluable documentation and achieve their professional goals. Right now, I’m leading the incredible and innovative technical writing team at Cloudflare. If you\'re interested in connecting, feel free to message me.

Experience

1. Sr Technical Writing Manager

   Cloudflare

   Mar 2025 — Present · Austin, TX, US

   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 — scaling AI adoption and digital self-service capabilities beyond the documentation team.• 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 that surfaces actionable insights on content gaps, freshness issues, readability, customer feedback, and CSAT scores.• Drove an 11% decrease in support calls, achieving 75%+ CSAT on learning paths and reference architectures through continuous monitoring and client-centric knowledge strategies including use-case-driven workflows and progressive disclosure.• Established a prioritized intake and governance process in partnership with product VPs and directors, eliminating low-value work, improving delivery timelines, and aligning content strategy with client success goals to reduce support escalations.• Upskilled the entire team in AI augmentation, data analytics, and accessible plain-language writing practices, building a team capable of delivering AI-powered content at scale.

Education

• The University of Texas at Austin

  Bachelor of Arts (B.A.), English Language and Literature/Letters

  2008 — 2012

Skills

• Customer Service
• Policy
• Html/Xml
• Peer Tutoring
• Program Management
• Css
• Microsoft Office
• Research
• Proofreading
• Editing
• Blogging
• Powerpoint
• Technical Writing
• Interpersonal Communication Abilities
• Iwork
• Google Docs
• Time Management
• Web Editing
• Creative Writing
• Writing Skills
• Social Networking
• Facebook