Janine Deegan

About Janine Deegan

Digital Support Program Manager with a proven record in managing global Knowledge Management Programs, driving year-over-year enhancements in operational efficiency, organizational learning, and self-service success. Proficient in designing, implementing, and refining knowledge programs and the AI solutions they enable. I\'m passionate about knowledge and how it can reshape service, support, and beyond in any organization. I’m happiest when I’m creating things like better search, better taxonomy, smarter processes, and AI tools that actually work for customers and my teams. Outside of work, I’m powered by strong coffee, fall weather, and the joy of planning far too many projects at once. I live in the Tacoma area with my fiancé, his three wonderful chaotic boys, and a cat who thinks cabinets are portals to Narnia.

Experience

1. Digital Support Program Manager

   Smarsh

   May 2022 — Present

   I own and execute Smarsh’s knowledge management and support AI agent strategy, equipping users with the answers they need in the moments they need them. At its core, my work is about empowering knowledgeable people across the organization to create and share what they know and connecting people to those answers exactly when and where they matter most.

Education

• Point Park University

  Bachelor of Arts Degree, Digital Communication and Media/Multimedia

  2003 — 2007

Skills

• Copywriting
• Email Marketing
• Customer Service Operations
• Web Content Management
• Process and Quality Assurance
• Knowledge Management
• Trend Research
• Data Analysis
• Project Management
• Payment Card Processing
• Graphic Design
• Strategic Communications
• Payment Industry
• Customer Experience Management
• Content Management
• Management
• Quality Assurance
• Social Media
• Social Networking