Hello, I'm
Miyah Alba
Content Manager · Knowledge Architect · AI Governance Leader
I design governed knowledge systems that make AI smarter and humans faster. My work lives at the intersection of information architecture, AI readiness, and enterprise-scale content strategy.
How I Think About This Work
Great knowledge systems don't happen by accident. They come from a deliberate point of view about how information should behave.
Systems First
I map the whole system before moving a single piece. Structure enables scale — every taxonomy decision, every metadata field, is part of a larger architecture.
AI-Forward, Human-Centered
I build for AI-readable content while ensuring every word serves a real person. Governing for machines and writing for humans are not in conflict — they reinforce each other.
Clarity Over Complexity
I reduce. I simplify. I make the path from question to answer as short as possible. If a knowledge system requires a manual to navigate, it has already failed.
Data-Driven Iteration
Every content decision is measurable. I track outcomes, not just outputs — self-serve rates, deflection numbers, hallucination reduction. That gap between published and used? That is where the work happens.
A Decade of Building Systems
From regulated financial services to AI-driven enterprise platforms — a career shaped by the conviction that structure is the highest form of clarity.
- 2015 – 20192015 – 2019Morgan Stanley
Client Relations Writer → Content Operations
Began my career in regulated financial services content, developing and maintaining client-facing documentation across complex product lines. Led compliance-driven documentation initiatives including 1,925 regulatory revisions during a major acquisition. Built foundational expertise in technical writing, compliance documentation, and structured content at scale.
Technical WritingCompliance DocsContent OperationsRegulatory - 2019 – 20232019 – 2023LendingClub
Manager, Content Operations
Reversed a 6-month performance decline by redesigning the enterprise knowledge architecture from the ground up — moving from fragmented documentation to a governed, structured system. Improved self-serve success rates from 84% to 96%, reduced operational backlog by 86% in a single quarter, and delivered 250 SOPs in 3 months to support a regulated product launch.
Knowledge ManagementIAContent StrategySelf-ServeFintech - 2023 – 20252023 – 2025Block
Sr. Manager, Global Content Operations
Designed and led a multi-product AI-ready knowledge ecosystem across global operations. Reduced content inventory by 63% (from 1,600+ assets to 592), improving AI performance and reducing hallucinations by 45%. Achieved approximately $100K in annualized efficiency gains through governed knowledge AI architecture. Led cross-functional teams across content, engineering, and product to align knowledge infrastructure with agentic and LLM-driven customer experiences.
AI GovernanceLLM SystemsTaxonomyEnterprise ScaleGlobal - 2025 – Present2025 – PresentMNTNCurrent
Content Manager, Customer Experience
Architecting AI-ready knowledge ecosystems for next-generation agentic and LLM-driven customer experiences. Applying deep expertise in taxonomy, metadata governance, and content modeling to build systems that are as useful for AI as they are for people. Launched a KPI-driven editorial program delivering 22% quality improvement and 23% uplift in proof approvals QOQ.
AI ReadinessConversational StrategyContent DesignCX
How I Show Up
Systems Thinker
I see structures where others see content. Taxonomy, metadata, information architecture — it all fits into a larger architecture that determines whether knowledge scales or stagnates.
Clarity-First Communicator
If users can't find it or understand it, it doesn't exist. I write for the person at 11pm who needs the answer now — and I hold every system I build to that same standard.
Data-Driven Practitioner
I track the gap between what was published and what was used. That gap is where the work happens — and where I spend most of my time.
The Human Behind the Systems
Desert & Mountains
I live in Saratoga Springs, Utah, and the Wasatch Front is my reset button. If I'm not at a standing desk building knowledge systems, I'm probably on a trail breaking down trail systems.
Org Systems Obsessive
I have a second-order tagging system for my personal notes that cross-references by topic, date, and decision weight. My friends find this unsettling. I find it necessary. We are both right.
Big-Picture Thinker
I can discuss taxonomy governance strategy and also know every character arc in whatever everyone's watching right now. Context-switching at scale is not a side skill — it's the main one.
Let's Build Something Worthy
Open to consulting projects, full-time roles, and conversations worth having.