Melissa l Burch
Fractional Knowledge Management, KCS & AI Executive
Enterprise-scale EXPERIENCE
Experience & Credibility
Pebl - Director, Knowledge Management (Velocity Global)
Pebl - Director, Knowledge Management (Velocity Global)
I’ve led enterprise-scale knowledge and AI initiatives across global organizations, supporting complex products, diverse customer bases, and large support operations.
Pebl - Director, Knowledge Management (Velocity Global)
Pebl - Director, Knowledge Management (Velocity Global)
Pebl - Director, Knowledge Management (Velocity Global)
Led a company-wide knowledge management and content architecture transformation supporting operations in 100+ countries. Directed 30+ team members and integrated knowledge into AI-driven experiences, including in-product delivery.
Zendesk - Director, Self-Service & Proactive Support
Pebl - Director, Knowledge Management (Velocity Global)
Zendesk - Director, Self-Service & Proactive Support
Provided strategic and operational leadership for AI integration, chatbot enablement, and self-service optimization. Led enterprise-wide initiatives involving 80+ contributors and delivered executive reporting on KM and AI performance.
Irrevo - Knowledge Strategist
Community Service & Thought Leadership
Zendesk - Director, Self-Service & Proactive Support
Advised enterprise clients on KM transformations, including assessments, roadmap development, governance models, KPIs, and adoption strategies.
Oracle - Senior Knowledge Manager
Community Service & Thought Leadership
Community Service & Thought Leadership
Led key components of Oracle’s global knowledge and self-service strategy. Managed teams responsible for training, tools, and KCS participation across ~700 support agents.
Recipient of the Consortium Innovator Award.
Community Service & Thought Leadership
Community Service & Thought Leadership
Community Service & Thought Leadership
Consortium for Service Innovation - Member Engagement Program Manager. Contributed to KM thought leadership and best-practice exchange
Bountiful Hope - Co-Founder & Executive Director, a volunteer-run nonprofit addressing food insecurity
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