Charlene Douglass

About Charlene Douglass

Strategic content leader with 30+ years of experience crafting user-centered solutions…

Experience

1. Principal Content Experience Manager

   Microsoft

   Nov 2013 — Present

   Drive the digital strategy for support content for Microsoft consumer & commercial products including capability and platform requirements. • Manage the creation of modern, discoverable content and solutions that are easily consumable through a variety of channels, both proactively and reactively. • Establish and measure key performance indicators (KPIs) for content and drive reporting requirements. • Analyze, respond to, and share customer feedback and data. Use data to focus the team’s content development efforts. • Optimize content for ease of use and discoverability including search engine optimization (SEO). • Work closely with internal engineering and other content teams at Microsoft to define and manage the content creation processes and toolset. • Create a diverse and inclusive team environment where everyone can bring their full and authentic self, where all voices are heard, and where everyone does their best work as a result.

Skills

• Technical Communication
• User Experience
• Content Strategy
• Html
• Framemaker
• Information Architecture
• Manuals
• Customer Journey Mapping
• Technical Documentation
• Visio
• Robohelp
• Technical Writing
• Content Development
• Online Help
• Software Project Management
• Agile Methodologies
• Sharepoint
• Xml
• Enterprise Software
• Xmetal
• White Papers
• Program Management
• Content Management
• Software Documentation