When HBO launched HBO Now, the first-of-its-kind direct-to-consumer video-on-demand app for a premium cable TV channel, I helped to hire, train, and manage their first customer support team. Not only did HBO change the industry AGAIN, my work with them set me on a path to change how teams learn.
Since its relatively recent spinoff from eBay, PayPal was still establishing its own ways when I was brought in to help. They called it the Wild West. Teams across the company had their own rules and tools. It was my job to bring order and design a unified way forward.
I worked on the corporate sides of Apple retail and AppleCare – two different worlds. In either case, it was my job to equip Apple employees with the information they needed to perform their jobs to customer and company standards. I designed courses, eLearning modules, assessments, videos, interactive experiences and more.