AI inheritswhat’s around it

Give it organizational chaos and it’ll put that chaos on fast-forward.

I’m Miyah. I build the systems and teams that keep that from happening.

Blank page to battle-tested

I’ve built knowledge systems from nothing and rebuilt them after years of growth, complexity, and sprawl.

MNTN, from scratch

  • 97%+

    self-serve resolution sustained

  • $300K

    estimated annual support capacity freed

Block, at scale

  • 17,500+

    knowledge assets governed

  • 45%

    fewer AI hallucinations

See how it’s done

Best when building

  • AI readiness

    I design the knowledge layer behind RAG: authoritative sources, retrieval-ready structure, and evals.

    • Documents
    • Databases

    Retrieve

    Answer

    • Evals:
    • Grounded
    • Fresh

  • Knowledge architecture

    I design taxonomies, content models, and metadata so knowledge is reused in the right context.

  • Content operations

    I design the operating systems that keep knowledge current: ownership, review cadences, and change management.

  • Performance intelligence

    I connect search, AI, and support signals to diagnose failure patterns and prioritize the fix.

    Pattern

    Findability issue

    Knowledge gap

    Fix next:NavigationSource

A piece of my mind

Chapters of my work

  1. MNTN

    2025–present

    Building from scratch

    Built the knowledge function across four products, connecting self-service, in-product guidance, and AI.

    Show me more 

    48% → 87%

    Article resolution

  2. Block

    2022–2025

    Directing at scale

    Led a 24-person organization, including managers, governing 17,500 omnichannel knowledge assets across 30+ products and eight markets, serving 1M+ users.

    Show me more 

    86%

    More content shipped in a quarter, same headcount

  3. LendingClub

    2019–2022

    Leading through change

    Led 11 team members and contractors across Content Operations and Change Management, governing ~4,500 omnichannel knowledge assets.

    100/100

    Manager-effectiveness score across three Glint survey cycles

  4. Morgan Stanley

    2015–2019

    Untangling high-stakes complexity

    Helped advisors navigate complex wealth management complaints.

    15K+

    Advisors supported nationwide

Nerding out over…

  • Agentic workflow design
  • Retrieval optimization
  • Content modeling & modularization

Telling on myself

I’ve always had two instincts: write everything down and put everything in order. Growing up, that meant keeping diaries that almost always got me in trouble and reorganizing the pantry into a system dad didn’t know he needed. Not much has changed.

I live on a quiet mountainside in Utah, overlooking a lake. When I’m not redesigning AI and knowledge systems, I’m usually applying some of those same design principles to my house.

A clay-style illustration of Miyah Alba, sitting

Also in my drafts folder: children’s books.Know an illustrator? Email me