Shelby Johnson
Snellville,GA
Summary
Results-oriented content manager with expertise in content strategy and knowledge management. Proven track record in transforming complex information into accessible resources that drive customer success. Skilled in enhancing documentation efficiency and user engagement through AI-enabled workflows and cross-functional collaboration.
Overview
9
9
years of professional experience
Work History
Content Manager, Customer Experience (CX)
Mural
03.2025 - Current
- Lead content strategy and knowledge systems across Customer Experience teams, partnering with product, support, and operations leaders to translate complex product capabilities into clear, structured customer-facing content.
- Architected an AI-enabled knowledge governance system across 843 CX knowledge assets, transforming a fragmented documentation ecosystem into structured, searchable content that supports product adoption and customer success.
- Architect scalable documentation frameworks and AI-enabled workflows that improve knowledge accessibility, accelerate content production, and ensure alignment between product updates and customer education materials.
- Partnered with product managers and subject matter experts to translate complex platform functionality into clear documentation and customer education resources, enhancing user understanding.
- Implemented automated documentation monitoring and AI change detection workflows between Slack and Confluence.
- Developed and launched Support SME Enablement Toolkit, providing templates for troubleshooting documentation, launch readiness materials, and bug reporting workflows to streamline knowledge capture.
- Established a scalable documentation lifecycle framework (create → maintain → review → archive), defining ownership models and AI-assisted workflows that reduced manual maintenance while improving documentation reliability.
Readiness Program Manager
CareerBuilder
11.2022 - 02.2025
- Directed CareerBuilder's Programmatic + Operations initiative, aligning Customer Office and Partner Sales teams while developing lifecycle documentation and operational readiness resources.
- Led operational readiness and knowledge strategy initiatives supporting product launches and go-to-market programs across Sales, Support, and Customer Success teams.
- Collaborated with product, operations, and commercial stakeholders to ensure new product capabilities were supported by scalable documentation, enablement resources, and internal knowledge systems.
- Led the transformation of the company's internal knowledge base and self-service documentation ecosystem, consolidating resources into a centralized platform and generating $33K in annual cost savings.
- Designed and launched an internal Sales Hub knowledge repository consolidating operational playbooks, training resources, and GTM documentation, reducing ad-hoc content requests by 64% within three months.
- Developed a comprehensive library of SOPs, operational playbooks, and internal training resources supporting Sales, Customer Success, and Service Delivery teams.
- Partnered with Product Management, Change Management, and Fulfillment teams to align internal documentation and enablement resources with quarterly product launches and GTM initiatives.
Operations Specialist II
CareerBuilder
06.2019 - 11.2022
- Established vendor performance frameworks and KPIs measuring handle time, capacity utilization, and fulfillment efficiency across global implementation partners.
- Managed vendor performance, operational reporting, and cross-functional process optimization for large-scale product fulfillment operations, enhancing overall operational effectiveness.
- Produced recurring operational reporting analyzing vendor capacity and performance trends, enabling leadership to optimize resource allocation and operational planning.
- Facilitated cadence meetings with vendor partners and internal teams to identify fulfillment gaps and implement process improvements, driving collaboration and alignment.
- Delivered annual executive reporting on vendor headcount, operational spend, and projected costs supporting strategic planning and budget forecasting.
- Identified gaps in operational documentation across implementation workflows, highlighting opportunities for improved knowledge management and more effective process documentation.
Product Implementation Manager
CareerBuilder
10.2016 - 06.2019
- Led enterprise implementation lifecycles, translating customer business requirements into platform configurations and deployment strategies.
- Managed enterprise onboarding and implementation of CareerBuilder's Talent Network platform, coordinating cross-functional teams to ensure successful deployment and enhance customer readiness.
- Partnered with product, operations, and customer stakeholders to mitigate delivery risks and protect implementation timelines.
- Facilitated weekly client alignment sessions to track milestones and resolve roadblocks, ensuring timely launch readiness.
- Delivered post-launch enablement and training programs to help customers effectively adopt and utilize their Talent Network platform.
Education
Bachelor of Science - Communications
Tennessee State University
Nashville, TNSkills
- Content strategy and editorial planning
- Product launch communications and documentation
- Sales enablement content and materials
- Cross-functional GTM collaboration
- Knowledge management and capture
- Documentation governance
- Information architecture and auditing
- Content repurposing and freshness monitoring
- AI content operations and workflows
- Prompt engineering and generative AI
- Knowledge base automation and content
- Technical-to-business translation
Content Formats And Channels
- Knowledge Base Content
- Technical Documentation
- Sales Enablement Materials
- Customer Education Content
- Product Launch Documentation
- Training Resources
- Thought Leadership Content
- AI-generated Content Workflows
Core Skills
Content Strategy, Narrative Framework Development, Thought Leadership Content, Strategic Messaging, Editorial Planning, Customer Storytelling, Technical-to-Business Translation, Sales Enablement Content, Customer Lifecycle Content, Product Launch Communications, Cross-Functional GTM Collaboration, Customer Education, Campaign Content Development, Knowledge Management, Documentation Governance, Information Architecture, Content Auditing, Content Repurposing, Knowledge Capture, AI Content Operations, Prompt Engineering, Generative AI, AI-assisted Documentation Workflows, Knowledge Base Automation, Freshness Monitoring, Zapier Automation, Atlassian Rovo, NotebookLM
Selected Content Impact
- Architected AI-enabled governance system across 843 CX knowledge assets, transforming fragmented documentation into structured, searchable content supporting product adoption and customer success.
- Reduced internal content creation requests 64% through centralized Sales Hub knowledge repository for Sales and Customer Success teams.
- Delivered $33K annual cost savings through knowledge base transformation and platform consolidation.
- Implemented automated documentation monitoring and Slack → Confluence AI change detection workflows to maintain documentation accuracy across product releases.
Timeline
Content Manager, Customer Experience (CX)
Mural
03.2025 - Current
Readiness Program Manager
CareerBuilder
11.2022 - 02.2025
Operations Specialist II
CareerBuilder
06.2019 - 11.2022
Product Implementation Manager
CareerBuilder
10.2016 - 06.2019
Bachelor of Science - Communications
Tennessee State University