Brock Brown M.S.

Knowledge and Content Manager, Trust & Safety

LinkedIn · Sep 2022 – Present · Omaha, Nebraska

Led enterprise knowledge management and content operations for high-volume Trust & Safety environments, improving decision quality, operational consistency, and support efficiency at scale. Reduced support contact volume by 25–30% and improved handling time by over 40% by implementing Knowledge-Centered Service practices and redesigning content for usability and findability.

Built and governed AI-ready knowledge systems by defining metadata models, taxonomy structures, and lifecycle standards that improved discoverability, reuse, and search performance. Modernized content operations by introducing governance frameworks, structured templates, and scalable publishing workflows, increasing knowledge reuse and publishing velocity by approximately 70%.

Led cross-functional alignment across Product, Engineering, and Operations to ensure knowledge stayed current with evolving systems, policies, and workflows. Introduced AI-assisted authoring and quality review processes while maintaining high standards for accuracy, compliance, and trust. Used analytics and behavioral data such as search trends, usage patterns, and content gaps to prioritize improvements and continuously optimize the knowledge ecosystem.

Instructional Designer and Trainer, Trust & Safety

LinkedIn · May 2021 – Aug 2022 · Sunnyvale, California

Designed and delivered scalable learning and content systems that improved policy accuracy, onboarding speed, and operational consistency across global Trust & Safety teams. Improved moderation decision consistency by 30–40% by aligning training, documentation, and knowledge systems into a unified performance support framework.

Translated complex policy, system behavior, and operational workflows into clear, structured, and searchable knowledge assets. Built reusable templates, job aids, and structured learning content aligned to taxonomy and search optimization principles.

Partnered cross-functionally to ensure training and knowledge remained aligned with product updates, policy changes, and operational needs. Leveraged AI-assisted learning tools and analytics to identify knowledge gaps and improve content relevance over time.

Specialty Area Manager

Encompass Health · Aug 2019 – Jul 2020 · Wichita, Kansas

Owned end-to-end knowledge and content operations across multiple clinical service lines, ensuring accuracy, compliance, and consistent delivery across distributed teams. Developed and governed structured documentation including workflows, referral criteria, and operational guidance to improve clarity and reduce duplication.

Designed scalable content frameworks and training materials aligned to real-world clinical workflows and intake processes. Improved information accessibility and consistency through standardization, governance practices, and structured content models. Partnered with IT and clinical teams to align knowledge systems with EHR platforms such as Epic and Cerner and operational workflows.

Account Executive

Lincare · Aug 2017 – Aug 2019 · Wichita, Kansas

Led physician and patient education efforts related to respiratory care services, focusing on the appropriate use of durable medical equipment and home respiratory therapies. Served as a primary liaison between physician offices, care teams, patients, and internal operations to support safe, compliant, and effective respiratory care delivery.

Created clear reference documentation translating complex reimbursement guidelines, payer requirements, and respiratory formularies into accessible knowledge resources for physician offices and internal teams.

Supported compliant care delivery by aligning education and documentation with regulatory standards, payer policies, and prescribed treatment plans, reducing referral friction and improving continuity of care for patients managing chronic respiratory conditions.

Senior Account Executive

Konica Minolta Business Solutions · Sep 2016 – Aug 2017 · Wichita, Kansas

Served in a consultative role helping healthcare and government organizations improve workplace automation, information flow, and operational efficiency through technology enabled process improvements. Led discovery and solution design engagements focused on document management, workflow automation, and information governance using Konica Minolta platforms including bizhub systems, Dispatcher Phoenix, AccurioPro, and Workplace Hub.

Designed and implemented digital document workflows supporting secure capture, routing, retention, and content access across distributed healthcare and public sector environments. Translated complex operational challenges into scalable automation solutions spanning print management, digital workflows, content management, and secure information access. Partnered with engineering, service delivery, and vendor teams to support successful implementations, drive user adoption, and optimize enterprise document and workflow systems.

Sr Applications and Systems Analyst

Harry Hynes Memorial Hospice · Jan 2015 – Sep 2016 · Wichita, Kansas

Administered Microsoft 365, SharePoint Online, Azure Active Directory, and Windows Server environments, supporting identity and access management, role based permissions, and secure enterprise documentation across clinical and operational systems. Coordinated system deployments, documentation standards, and end user training initiatives while managing vendor and supplier integrations to ensure reliable system interoperability and compliant data exchange.

Partnered with internal teams and external vendors on system integrations and supplier management workflows, supporting platform adoption and operational continuity. Assisted with technical marketing initiatives including website administration, content management systems, and email newsletter platforms, aligning digital content, communications, and campaigns with enterprise standards and business objectives.