Carie Maguire
Omaha
Summary
Strategic Knowledge Management & Customer Operations Leader
Overview
23
23
years of professional experience
Work History
Director, Knowledge Management & Legal Agreements
PayPal
01.2022 - Current
- Company Overview: PayPal’s Global Legal Agreements (https://www.paypal.com/us/legalhub/home)
- Knowledge management and channel strategy leader accountable for content strategies that drive key performance indicators, such as contact abatement, customer engagement, and NPS (net promoter score)
- Responsible for the creation and execution of PayPal’s Global Customer Support content strategy and product roadmap
- Leader of multiple global content teams that create and continuously update customer support content on the PayPal Help Center as well as internal channels utilized by global customer service agents to assist customers contacting call centers
- Scope and responsibility spans all PayPal brands: Venmo, Hyperwallet, Xoom, and Honey
- Also responsible for the strategy and end-to-end intake, governance, and publication of PayPal’s Global Legal Agreements
- Vast experience in content transformation—taking static, unstructured content and transforming it into componentized, intelligent, reusable content that can be easily consumed by customers, employees, and machines (i.e., Google, Generative AI)
- Extensive track record of collaborating with a diverse array of business and technical partners and stakeholders to build products and platforms that enable PayPal customers to self-serve and transact on the platform
- PayPal’s Global Legal Agreements (https://www.paypal.com/us/legalhub/home)
- Developed AI-focused knowledge management strategy and framework for implementation for PayPal’s global customer content support organization
- Reduced content overhead/volume by 60%, increased authoring efficiencies by 30% and shortened time to market lifecycles by 25%
- Led several platform migrations leveraging automation to enable more efficient and intelligent use of organizational assets and eliminate over $10 million in vendor licensing costs
- Partnered with SEO strategists to identify opportunities and enhancements in PayPal Help Center content, which resulted in monthly Google impressions increasing from 10 to 90 million
- Led global content teams who produce and maintain self service content that yield over 25 million monthly customer views with 89% containment and 70+% effectiveness
Manager & Sr. Manager, Knowledge Management
PayPal
01.2012 - 01.2019
- Led global team of writers
- Acted as a primary point of contact and resource for leading content-related programs and deliverables
- Generated human and technology solutions for authoring and go-to-market challenges and obstacles
- Regularly partnered with senior level stakeholders and maintained relationships with the wider business for strategic content initiatives and programs
Sr. Content Specialist
PayPal
01.2010 - 01.2012
- Developed and maintained customer-facing and internal content aimed to help customers and customer service agents self-serve and use PayPal products
Senior Marketing Manager
Planet Group
01.2006 - 01.2009
- Developed, executed, and managed comprehensive marketing plans designed to penetrate and grow targeted markets
- Managed end-to-end marketing efforts which included, but are not limited to, trade shows, Web development and maintenance, direct marketing, e-mail campaigns, Google campaigns, product roll-outs, media placement and advertisements, and press coverage
- Provided leadership and direction to staff, vendors and partners to guide the creation and completion of marketing materials and campaigns
- Regularly collaborated with executive management on strategic initiatives and marketing budget
Senior Content Specialist
ACI Worldwide
01.2002 - 01.2006
- Helped develop various marketing tools, including promotional materials, direct-mail pieces and Web content
- Created and evaluated product marketing collateral and programs
- Translated highly technical product data into high-level and effective marketing pieces
- Interviewed key customers for product case studies and testimonials
- Maintained communication with management and sales to ensure marketing messages were being delivered in an effective and timely manner
Education
Bachelor of Arts - Journalism, Public Relations sequence
University of Nebraska-Omaha
01.2001
Skills
- Strategic knowledge management
- Platform migrations
- Intelligent content delivery
- Legal agreements
- Product management
- Customer operations
- Generative AI
- LLM
- Content modeling
- Channel strategy
Affiliations
- Avid runner
- Sports enthusiast
- Devoted to community events & volunteering
Timeline
Director, Knowledge Management & Legal Agreements
PayPal
01.2022 - Current
Manager & Sr. Manager, Knowledge Management
PayPal
01.2012 - 01.2019
Sr. Content Specialist
PayPal
01.2010 - 01.2012
Senior Marketing Manager
Planet Group
01.2006 - 01.2009
Senior Content Specialist
ACI Worldwide
01.2002 - 01.2006
Bachelor of Arts - Journalism, Public Relations sequence
University of Nebraska-Omaha
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