Jason Vogt
Director, Digital Support Content @GoTo
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WORK HISTORY
Director, Digital Support Content @GoTo
Santa Barbara, CA, US
As a global team leader, I oversee a highly engaged group of content developers responsible for delivering a variety of customer-facing materials. These include traditional troubleshooting and how-to articles, training videos, release notes, website & search optimization, UX writing, and chatbot content. Our support spans over 20 products, which are translated into up to six different languages. Our top priority is delivering maximum value to our customers and stakeholders. We achieve this by identifying and implementing data-driven best practices, which allows us to gain valuable insights into article and site performance. Using this information, we prioritize our initiatives and content improvements, resulting in digital support rates that exceed 90% of all support engagements.Successfully led numerous content migration projects, including platforms such as Madcap Flare, WordPress, agent-generated knowledge bases, Bold360, PDFs, and HTML WebHelp systems. We implemented a DITA (Oxygen)/Brightspot CMS authoring environment to unify our writing teams, offer our customers a consistent experience, and align with our platform-first and content-reuse strategy.Successfully guided the team through several mergers and acquisitions, overseeing product and company rebranding efforts. Implemented content management best practices and re-use strategies to ensure readiness for future rebrand changes.
EDUCATION
University of Colorado Boulder - Leeds School of Business
Bachelor of Science (B.S.), International Business & Marketing
SKILLS
ABOUT JASON VOGT
We have some exciting news to share this year! Our integration with Miradore teams is now official, and we are thrilled to support the launch of a new mobile device management (MDM) product. Additionally, we have completed the separation of LastPass as a stand-alone company. We\'re also partnering with our customer care teams to launch a new content audit program to enhance our support resources. To improve our digital support experiences even further, we plan to introduce a taxonomy MVP that will serve as the foundation of our metadata strategy. This strategic use of metadata will enable us to enhance search filters, improve article analytics, and lay the groundwork for personalization.About meI lead a team of experts worldwide who specialize in technical writing, content strategy, management, and video support. Our team provides customers with product documentation, release notes, chatbot solutions, and online videos for over 20 GoTo SaaS products. We use our products internally, such as GoTo Meeting, to stay connected and work with our engineering, care, sales, and marketing partners. We aim to provide accurate, timely, localized, and easy-to-use resources. With natural language processing and real-time insights into customer inquiries, we\'re able to prioritize high-value content while sharing insights with our product teams.HighlightsProven leader with over ten years of experience managing international teams that deliver a range of unassisted support solutions for many global products.We provide our internal and external customers with exceptional support, offering them access to precise and relevant release notes, product documentation, and training videos in a timely manner.We evaluate and support migrations to new platforms, including video, URL management, content authoring, and front-end web hosting platforms.We advocate for improved content integrity and delivery times by expanding proven content creation workflow, which begins with engineering and product development.We partner with our translation team to continuously evolve our localization workflow with improved automation and machine translation.We are improving team, tool, and workflow efficiencies by adopting single-source best practices through a DITA-based content management strategy.
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