Resume
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 reduced handle time, lower content maintenance costs, and AI-enabled efficiency gains.
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Served as single accountable owner for prioritisation, sequencing, and execution across interdependent global workstreams.
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Acted as Content SME for internal LLM-powered Customer Service initiatives, partnering with Tech teams to align content architecture with model requirements and preparing large-scale knowledge sets for chatbot ingestion and self-service automation.
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Applied data-driven prioritisation and KPI-led execution to accelerate ROI, consistently delivering measurable improvements across efficiency, quality, and platform performance at global scale.
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Led external vendor delivery and quality governance, operating as the primary accountability point within a complex, multi-team program ecosystem.
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Delivered tactical content projects supporting the launch of Amazon products and features within fast-paced Customer Service environments.
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Managed end-to-end execution of content management initiatives including migrations, workflow standardisation, and tooling adoption.
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Partnered with Tech and Product teams maintaining internal platforms, contributing operational requirements within DITA XML-based CMS ecosystems.
2016 - 2019
Project Manager
Content Operations
Amazon
Cork, Ireland
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Progressed from frontline Customer Service Agent into senior operational and Content Developer roles within high-volume global support environments.
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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.
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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IC Program & Project Delivery
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Knowledge Management & Content-as-a-Product
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Cross-Functional Leadership (Tech, Product, Ops, Vendors)
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AI & LLM-Enabled Operational Transformation
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Data-Driven Prioritisation & Executive Reporting
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Vendor Delivery & Quality Governance
Tools & Technologies
Program & Project Delivery
PRINCE2
Scrum
RAID logs
Executive narratives
Risk registers
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
Coursework in Computer Engineering (3 years) — Universidad de Sevilla, Spain
Languages
Spanish (native)
English (full professional fluency)