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Kate Myers

Kate Myers

Product Manager, Social

National Public Radio

Product Manager, Social Media at NPR

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National Public Radio

Product Manager, Social

Manage the development and integration all of NPR's editorial user engagement products. Take the lead in developing editorial products and tools to engage our audience. Worked to bring user engagment as a critical part of our editoral using both internally developed and external tools. Track engagement KPIs across multiple platforms & prioritize work to maximize return with very limited resources. Crafts strategy and defines success for NPR's editorial investment in the Social Media space and helps coach editorial staff to incorporate social tools into their workflow. Revamped NPR.org's commenting system, moderation implementations, and several social media platform integrations. Conceived and led a project across multiple departments to bring together several sources of NPR station information into one accessible API. Continue to prioritize and push for NPR to better integrate user information into our products and services, while balancing both privacy and editorial needs. Recognized expertise in places ranging from content moderation to quality assurance testing. Also in charge of login and registration on NPR.org and is helping craft the value proposition for users as they login on NPR's websites and mobile applications. Manage NPR's relationships with business partners such as Janrain, Disqus, ScribbleLive, as well as Facebook, Twitter, and Google+.

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Career
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NPR

NPR Services Manager and Product Manager, Registration

Developed the product strategy for registration, identity sharing, and personal data shared on NPR.org. Trained in Agile and Scrum development practices. Implemented Social Login on NPR.org in only 2 cycles of development work. Pushed registration and user data further through services like NPR's Infinite Player and Saved Playlists. Prioritized and presented the backlog items, adjusted the project requirements to the team velocity and resources allotted, managed testing, triaged the bug fixing and minimized technical debt.

Career

National Public Radio

NPR Services Manager

Product owner and content manager for NPR's extranet, NPRStations.org. Managed the NPR Services team, which answered several hundred phone calls and several thousand e-mails from the audience every week. Managed that office during NPR's termination of Juan Williams and its aftermath. Provided rapid service to station users and assistance to stations with representing themselves in the NPR API, NPR.org, and other platforms. Both project manager and product owner on the extranet redesign process, which had been on the wish list for several years before I came aboard. Balanced the divergent needs of our primary customers, content creators, and project stakeholders Scoped and managed the development of an in-house content management solution. Worked closely with our corporate communications deparment and our digital media. Managed and developed seven direct reports of varying skill-sets, areas of responsibility, and experience.

Developed requirements, goals, principles, and implementation plans for the redesign, as well as for continued maintenance and update of the site, which was previously overhauled over 7 prior. Was key in selecting and implementing a new e-mail management and help center solution for NPR's centralized e-mail project. Functionally supervised our extranet Webmaster and Listener E-mail Supervisor. Actively worked to expand NPR Services' role across divisions at NPR including Government Relations, Social and Digital Media, Station Relations, and Program Services. Took the lead in presenting listeners' technical issues and enhancement requests to various teams within our Digital Media and Digital News departments. Worked actively to share information, enhance communication, and improve effectiveness across divisions and to best allocate our department's talent and resources to serve NPR's goals.

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Career
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Kaplan Test Prep

SAT Instructor and Teacher Trainer

Taught numerous classes for high school students, participated in the curriculum development process, and trained several dozen teachers in Kaplan's pedagogy. Spent much of my time focusing on the needs of underserved youth.

Career

National Public Radio

NPR Services Associate, Member & Program Services

Hired to man the listener and station call center, work on the listener e-mail project, give tours, and to work on other projects as assigned. Trained quickly on the core responsibilities including e-mails, telephones, and tours, and to work independently. Took on additional responsibilities upon departure of supervisor including station rapid-response and extranet maintenance. Moved into an editorial role approving newer customer service representative's work, and was recognized by our software vendor for my contributions to the development of their product. Applied for and was offered promotion based on skills and performance within nine months.

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Career
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Kaplan Test Prep and Admissions

Center Manager

Managed Operations as we grew exponentially in revenue, classes, and students. Managed the logistics, staffing, budgets, and customer service of close to 400 different classes annually. Achieved higher customer service ratings than had ever been achieved by centers running primarily Pre-College classes. Worked to maintain the highest level of quality of teachers in our classrooms by initiating a project to conduct individual observations and development plans, which was then replicated at centers around the country. Hired, managed, and developed several entry-level positions and several hundred part-time instructors.

Developed business processes to show progress against new metrics. Was part of a team who successfully changed the minimum expectations for customer satisfaction and revenue growth. Focused on building staff infrastructure to support 37% business growth while maintaining a high level of customer satisfaction. In 2007, we achieved customer service ratings that were 9 and 11 percentage points above other Kaplan centers. We achieved teacher ratings that were 12 and 16 percentage points above our comparable centers. Developed new systems and protocols for customer service, service delivery, and office organization. Hired, trained, and managed two full-time staff members. As of October 2007, I supervised over 125 part-time employees. Constantly worked to ensure that the DC Area Pre-College Office performed at the highest level of efficiency at the lowest cost and maintained our pre-eminence in the local market as compared to our competitors. Worked successfully to contain our expenses and kept refund and guarantee rates well below the budgeted expectation.

Career

Kaplan Test Prep and Admissions

Academic & K12 Coordinator

Managed and serviced the Kaplan’s school partnerships, developed the new teacher pool, and delivered new initiatives from the Academic Team to the center staff. Managed the project of recruiting, hiring, and training sixty new Kaplan SAT Teachers in less than a month to meet the needs of a multi-million dollar contract in Philadelphia Public schools.

Was responsible for coordinating new part-time Kaplan employees from the screening audition to the training room. Integral in delivering multiple Kaplan course revisions. Part of the beta-testing team for what would be the in-house Customer Relationship Management database, and served as a resource to the developers and trained many other users of the system. Helped to deliver new initiatives from the Academic Team to the center staff. Staffed and ran close to eighty SAT classes in the Philadelphia public schools starting in January of 2004.

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Career

American Parliamentary Debate Association

Vice President for Operations

University of Maryland Baltimore County

BA, Political Science