Global Program Manager at Audible, leading the full migration from Oracle to Salesforce Knowledge across 10 marketplaces and 5 languages, with an end-to-end content overhaul.
Shortly after joining Audible, I was asked to lead the migration of the company's global Help Centers from an aging Oracle platform to Salesforce Knowledge. The Oracle contract was ending within the year, leaving just over two quarters to complete a complex, multi-market migration. A simple lift-and-shift wasn't the only goal. The existing content had grown stale, outdated, and repetitive over the years, creating a confusing experience for members trying to find answers.
We started by establishing a content strategy, mapping out a new taxonomy to reorganize all articles logically before a single piece of content was migrated. Working backwards from the Oracle deadline, I built a detailed project timeline with the Knowledge Management team, setting realistic milestones and surfacing risks early. As the liaison between Knowledge Management and the core project team, I gathered marketplace-specific data (including top article view counts by region) to inform UX decisions and surface regional nuances. Some markets had compliance and regulatory requirements that needed to be incorporated into the content strategy. I also identified a gap in technical project management expertise on the team, flagged it to leadership, and established working relationships with the iOS and Android teams to ensure app integrations were updated and cross-platform testing was completed.
30+ new global Help Centers launched on Salesforce Knowledge, with 700+ articles refreshed across 10 marketplaces and 5 languages, all delivered before the Oracle contract deadline. The migration preserved business continuity throughout and established a stronger, more organized content foundation for ongoing Knowledge Management.