Shay Thomas

I’m a Knowledge Management and Content Operations professional with 10+ years supporting enterprise fintech, banking, and technology organizations. I focus on content governance, knowledge base optimization, process documentation, and internal enablement to help teams communicate clearly and operate compliantly.

At Block (Cash App), I lead enterprise content governance initiatives supporting 1,200+ employees across Operations, Risk, Product, and Customer Support. I standardized knowledge delivery processes and partner support workflows to improve scalability and content accessibility, and I reduced new hire ramp-up time by 25% by developing onboarding resources and learning materials.

I also translate technical and compliance updates into user-focused employee communications and operational guidance. I partner with Legal, Compliance, Product, HR, and Operations teams to maintain editorial standards and governance processes, using analytics and employee feedback to pinpoint knowledge gaps and improve content effectiveness.

Earlier, I managed compliance documentation and governance content supporting regulated fintech operations. I drafted and maintained 75+ compliance policies and procedures, administered centralized document repositories with version control and audit readiness, and supported audits and regulatory reporting through documentation management and reporting support.