Susan Stainsby

About Susan Stainsby

Stories. Connections. Teaching. All my life, I’ve absorbed myself in stories. Is there anything better than wandering through a bookstore or library? Who are all these characters? What are they trying to do? What could they do differently? What could we do to make their journey easier? This curiosity applies to the work that I love: helping companies deliver solutions that make their products easier to use and help customers self-solve. Who is the main character (user) of YOUR story (product)? What’s MY story? I’m a content professional who can help you identify the right content, and then deliver it in the right place at the right time. Agile? Totally. A sense of humor? Mandatory. P.S. I’m the calm one. I like to organize teams and processes, too. What’s in it for you? Elevated user experiences. Satisfied customers. Engaged users. That’s a happy story. Specialties: • Delivering creative content solutions that inspire action and increase containment.• Seeing the big picture and helping cross-functional teams improve processes and solve problems. • Being a good human, taking funny dog photos, and belting out song lyrics in my car.

Experience

1. Director of Content Development

   GoDaddy

   Sep 2023 — Present · Seattle, WA, US

   Leads and mentors teams of data-driven content developers (plus 100+ community writers) that deliver multi-language Help, UX copy, training and videos, site management, and guidance content to customers and internal frontline support teams via Gen AI bot experiences and the GoDaddy Help Center (with 20 million annual sessions and a 90%+ containment rate).• Develops and oversees a content governance framework with calendars and workflows to ensure brand consistency, channel alignment, and efficient production, while partnering with engineering teams to integrate advanced technologies by evolving content models, workflows, and prompt designs for task-based conversations with Gen AI bots.• Sets, tracks, and communicates OKRs to align team efforts with corporate strategic objectives, maximizing customer impact by identifying opportunities for integrating content into optimal channels and experiences.• Partners to implement a new search backend, improving key KPIs for SEO and operationalizing search tuning processes to optimize results.

Education

• Northwestern University

  Certificate, Content Strategy for Professionals

• Colorado State University

  Bachelor of Science - BS

• University of Washington

  Certificate, Technical Writing & Editing (Human Centered Design & Engineering)

Skills

• Jira
• Web Content
• Technical Writing
• Html
• Content Management
• Web Content Writing
• Strategy
• E-Commerce
• Social Networking
• User Interface Design
• Knowledge Management
• Digital Marketing
• Google Analytics
• Web Content Management
• Cms
• Web Analytics
• Content Management Systems (Cms)
• User Experience
• Content Strategy
• Software Documentation
• Content Development
• Social Media
• Search Engine Optimization (SEO)
• Sem
• Publishing
• Marketing
• Information Architecture
• Product Management
• Project Management
• Blogging
• Technical Communication
• Web Project Management
• SEO
• Digital Media
• Sharepoint
• Analytics
• Marketing Communications
• Google Adwords
• Photography