CV
Professional Experience
2019 - 2026
Program Manager
Content Strategy & Knowledge Operations
Amazon
Cork, Ireland
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Owned and delivered multiple global, high-risk operational programs, aligning regional execution under shared objectives and Director-level reporting cadences.
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Delivered $1.2M annualised operational savings through reductions in handling time, lower maintenance effort and automation opportunities. Improved operational efficiency and content standards while maintaining service quality.
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Managed up to five concurrent workstreams with dependencies spanning technology, operations and content teams. Improved delivery predictability through structured planning, data-led prioritisation and governance controls.
- Enabled rollout of internal LLM initiatives as the content subject matter expert for Customer Service programs. Aligned content architecture with product requirements and prepared large datasets (30k+ assets) for chatbot deployment.
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Drove adoption of automation and AI in content workflows, enabling scalable delivery for product launches and business-as-usual operations across four global teams and delivering an annualised reduction of 500+ hours of manual effort.
- Led external vendor delivery and quality governance (SLAs, budget control and quality benchmarks), operating as the primary accountability point within a 20+ person cross-functional/vendor team.
- Delivered tactical content projects supporting the launch of 20+ Amazon products and features within five European marketplaces, including country and language expansion.
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Managed end-to-end execution of content management initiatives, including two major platform migrations, workflow standardisation for five teams, and tooling adoption.
- Partnered with Tech and Product teams maintaining internal platforms, contributing operational requirements within DITA XML-based CMS ecosystems and providing troubleshooting support for a content team of more than 120 writers.
2016 - 2019
Project Manager
Content Operations
Amazon
Cork, Ireland
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Built deep, hands-on understanding of customer experience drivers and knowledge gaps through direct responsibility for writing, editing, and maintaining internal and customer-facing content for over ten different products in two languages.
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Resolved live customer queries and issues via three different channels (e-mail, phone, chat), for multiple Amazon services and products, including technical support for Kindle e-readers and other digital platforms.
2009 - 2016
Customer Service &
Content Developer
Amazon
Cork, Ireland
Operational and technical roles building foundational skills in customer-facing operations, systems thinking, creative and cross-functional collaboration, including:
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Computer Teacher (Academia Alcance)
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Freelance Live & Studio Musician
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IT Technician (APP Informática)
Pre-2009
Early Career
Various organisations
Seville, Spain
Core Competencies
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Program & Project Delivery
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Knowledge Management & Content Strategy
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Cross-Functional Leadership (Tech, Product, Ops, Vendors)
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Stakeholder Management
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AI & LLM-Enabled Operational Transformation
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Data-Driven Prioritisation & Executive Reporting
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Vendor Governance
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Change Management
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Budget Management
Tools & Technologies
Program & Project Delivery
PRINCE2
Scrum
RAID logs
Executive narratives
Microsoft Project
MBRs
Automation & AI
Python
PowerShell
Amazon Q
Claude Code
Data & Reporting
Amazon QuickSight
Excel
Tableau
Content Systems & Accessibility
DITA XML
Enterprise CMS & Knowledge Platforms
WCAG 2.1
Qualifications & Languages
Certifications
PRINCE2 Practitioner
Professional Scrum Master (PSM I)
Education
Computer Science (three years completed), Universidad de Sevilla, Spain
Languages
Spanish (native)
English (full professional fluency)