Sabrina Dorman
Portsmouth,VA
Summary
Program Manager with expertise in content strategy, knowledge management, and customer enablement. Skilled in leading self-serve initiatives, including Help Centers, AI chatbots, and LMS. Proven track record of improving efficiency, customer satisfaction, and response times through data-driven insights and process optimization.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Program Manager II, Self-Serve
Brightwheel
01.2023 - Current
- Experienced project manager driving content initiatives, including GTM needs for product releases, Help Center strategy, and customer-facing AI chat bot.
- Managed a customer-facing Help Center with 1M+ annual views, ensuring high-quality, accessible content for a seamless customer self-serve experience.
- Designed and launched a customer LMS, reducing time to activation by 10%, driving 1.5k monthly registrations, and maintaining 96% CSAT across course materials.
- Implemented and optimized an AI chat bot that resolved 50k+ conversations in its first year with an 89% CSAT. Defined workflows for reviewing negative ratings, conducted QA, and improved content based on feedback and data insights.
- Led Content Operations and Media teams, enhancing efficiency and collaboration across content creation and operational processes.
Senior Knowledge Management Specialist
Brightwheel
08.2021 - 01.2023
- Experienced project manager overseeing internal knowledge structure, health, and best practices - including the KCS methodology.
- Improved response times by providing frontline staff with easy access to updated product info and troubleshooting guides via a Google Sites-based knowledge base.
- Identified knowledge gaps and implemented process improvements for internal knowledge management, such as a change management block for individual reps to be able to review, question, and improve new or updated processes.
- Split responsibilities between managing internal knowledge strategy and overseeing the customer-facing Help Center.
Knowledge Coordinator
Inmotion Hosting
04.2019 - 07.2021
- Designed and implemented KCS practices across the Support team - overhauled training programs, implemented KCS verified internal knowledge tooling, and coached teammates on KCS adherence
- Led KCS Knowledge Domain Experts team of writers responsible for approving drafted content, designing new content, and enforcing process/formatting changes across the Support team
- Researched decisions and led a knowledge base transition into Zendesk Guide that was completed successfully with little team disruption
Education
GED -
Great Bridge High School
Chesapeake06-2013
Skills
- Critical thinking & Problem-solving
- Detail-oriented project manager
- Proven track record of successful strategic planning
- Customer Self-Serve Best Practices
- Knowledge Management Best Practices
- AI chat bot implementation and refinement
- Team leadership
- Data collection & research
Certification
- KCS, issued in 2019
Timeline
Program Manager II, Self-Serve
Brightwheel
01.2023 - Current
Senior Knowledge Management Specialist
Brightwheel
08.2021 - 01.2023
Knowledge Coordinator
Inmotion Hosting
04.2019 - 07.2021
GED -
Great Bridge High School
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