Jennifer Lehr

• Launched Rula's blog and published 75 articles in first 6 months, achieving over 80k organic impressions monthly.
• Scaled Rula's content operations to publish 25 clinically-reviewed articles per month, currently generating 345k monthly impressions and 4k monthly clicks.
• Managed freelance writers, editors, clinical reviewers, and SEO agency.
• Created and managed all editorial workflows to ensure a high standard of rigor and clinical accuracy.

• Owned content development for Modern Fertility's monthly brand newsletter, sent to an audience of 500k-1.2 mil (OR 60-70%).
• Maintained a library of 400+ customer experience team responses and 70+ help center articles to ensure accuracy and consistent brand voice across all customer touch points.
• Wrote, edited, and published educational blog posts to educate customers on Modern Fertility products and build brand affinity.
• Managed Modern Fertility editorial calendar and freelance writers.

• Managed team of 6 customer experience associates.
• Surfaced CX trends and pain points in an internal weekly update email to bring visibility to areas for improving NPS.
• Created comprehensive CX process documentation of over 50 workflows on Confluence to onboard new hires faster and reduce ticket response time.
• Created customer-facing help center content to reduce ticket volume on new products.
• Created and implemented comprehensive quality assurance program to ensure accuracy, consistent brand voice, and exceptional service in every interaction.

•Answered questions from thousands of Modern Fertility customers via email and chat
•Wrote over 200 CX canned responses, working with clinical team to ensure medical accuracy.
•Created a comprehensive training program for new hires to reduce onboarding time and standardize team knowledge.
•Shaped CX function as first full-time CX hire

• Helped thousands of members navigate their pharmacy benefits and understand how to make the most of their coverage