Katie Ifergan
Customer Experience Leader | CX Infrastructure & Knowledge Systems | Building Scalable Clarity
- Role
- Senior Manager of Cx Content at ARMRA®
- Location
- Brooklyn, NY, US
- LinkedIn followers
- 500 followers
About Katie Ifergan
I help build the systems behind great customer experiences.My work sits at the intersection of content, training, and AI-enabled support. I turn high-volume customer conversations into structured knowledge libraries, clear response frameworks, and proactive systems that reduce friction for both customers and support teams.I\'m often brought in to create order from complexity by tightening workflows, strengthening knowledge systems, and leading interactive training that helps teams feel confident in high-visibility moments.I care deeply about clarity and trust. I design support environments where AI improves efficiency, and humans elevate the experience.
Experience
Senior Manager of Cx Content
Jan 2026 — Present
I run the content infrastructure behind ARMRA’s support organization, owning the internal knowledge base, QA strategy, and training programs that keep both internal and outsourced teams consistent and high-performing.I contribute to AI copy and response strategy, constantly thinking about how knowledge gets delivered, whether that’s a human agent using a macro, an AI composing a reply, or a customer finding the answer on their own.I lead content readiness for launches and product updates, translating change into proactive customer-facing guidance in high-visibility, brand-forward environments.
Education
Iowa State University
B.S
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