Tim Fagan
Knowledge & content operations leader
Hi, I'm Tim. I've built and governed the content platforms that keep organizations from drowning in their own information: taxonomy, standards, and the workflows people actually use to get information in the hands of those who need it. Now I'm doing the same work with AI, structuring knowledge bases AI systems can trust; proving it with regression tests, failure diagnosis, and the unglamorous checking that turns a demo into something that survives contact with real users.
Work
Below are some recent projects. Click a thumbnail for details — scroll or use the arrows to see more.
Experience
Throughout my career, I've been a player-coach leading end-to-end content lifecycle operations and have partnered with C-level executives on business and communications strategy.
View full resume (PDF)Corporate Comms Manager · The Hershey Company
Managed enterprise content hubs, overseeing design, information architecture, content governance, and operational standards across a large, matrixed organization, and redesigned internal SharePoint content architecture to improve discoverability and consistency for a distributed workforce. Partnered with C-suite executives including the CTO and CIO to develop strategic content and amplify digital transformation initiatives, applying Prosci change management methodology to drive alignment and adoption.
Sr Mgr, Change & Knowledge Management · Comcast Business
Agile Product Owner for an enterprise knowledge platform reaching 2M+ business customers and 30,000 employees, managing the product roadmap, feature backlog, and vendor relationships across a team of six content specialists and one program manager. Planned and executed a migration of 20,000+ articles and assets with zero business continuity disruption, and transformed the internal platform deployment process to increase release cadence 300%.
Manager, Knowledge Management · Comcast Business
Primary business stakeholder and product owner for an enterprise KM platform selection, defining requirements and leading vendor evaluations for a platform serving 2M+ customers and 30,000 employees. Led the redesign of information architecture and taxonomy for a customer-facing site serving 300,000+ monthly visitors, managing a team of three content specialists and a co-op while cutting expired or redundant content 20%.
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Supervisor, Knowledge Management · Comcast Business
Defined requirements and coordinated testing for the redesign and relaunch of an internal KM platform serving 5,000+ daily users, managing cross-functional delivery across UI design, development, QA, and operations. Managed two content specialists and a co-op, implementing user activity analytics to assess platform adoption and drive continuous improvement.
Senior Analyst, Process Optimization & KM · Comcast Business
Developed and implemented a procedural content library within a proprietary CMS, providing governed access to operational information for 30,000 employees supporting a 2M+ customer base. Served as subject matter expert for national processes and policies, running QA across platforms and briefing the national field organization.
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National Account Support Supervisor · Comcast Business
Supervised a team of seven customer support specialists responsible for all National Account order management activity, and architected a department reorganization to improve operational efficiency. Authored training guides and support documents for 22 internal system users.
National Account Support Specialist · Comcast Business
Primary operations point of contact supporting service deployment for 25 large-scale national clients, including Dunkin' Donuts and U-Haul. Operational subject matter expert, managing the flow of information to a team of 12 sales and operations managers.
Account Manager · J.G. Wentworth
Independently built and ran daily sales initiatives, generating and developing leads through direct marketing.
Stack
Testimonials
"Tim is the person you go to when you need someone who is reliable, competent, and easy to work with. He consistently earned trust among executives and technical stakeholders alike by bringing clear judgment, strategic thinking, and a calm presence to complex situations. He sees around corners, finds solutions that elude others, and keeps the broader business strategy front and center."
Jessica Walter
Senior Director Analyst, Gartner
"Tim nimbly jumped into our team with adaptability and curiosity, offering his expertise on distilling complex ideas for employees. His willingness to collaborate, attention to detail, and skill in day-to-day project management made working with him a tremendous experience."
Ashleigh Pollart
Manager, Corporate Communications, The Hershey Company
"I consider myself fortunate to have worked under the guidance of Tim for over four years at Comcast Business. He was supportive, trustworthy, and exceptionally skilled at leading teams to success."
Andi Odjemski
Digital Marketing Professional, Comcast Business
Personal
Here's the Beef
Status: Ongoing (in spirit)
Burgers. Beer. The Burbs. Sometimes Buttermilk Fried Chicken. My search for the best burger, started in 2009, revived in 2017, still technically active. The reviews of The Dandelion and Brittingham's are good entry points if you want the voice before committing to the archive.
hereisthebeef.wordpress.com →
Cycling
Three completed century rides, several more metric centuries and gravel rides. No current training block, just a desire to stay mobile and see nature and eat a few snacks.
Contact