Work
Operational Excellence • Enablement • Customer Experience
Creating Clarity From Complexity
Andrew Doss — Communications Lead, Digital Experience at Delta Air Lines · Atlanta, GA
I help organizations reduce uncertainty and improve operational effectiveness by building communication, reporting, enablement, and knowledge-management systems that make complex work easier to understand and act on. Based in Atlanta, GA, with 30+ years of experience across digital content, operations, stakeholder communications, and enterprise web platforms, I specialize in translating operational complexity into clear, actionable insights while building the governance, processes, and systems that enable organizations to scale, adapt, and perform.
What I Do
I work at the intersection of communications, operations, and technology. My career has been defined by designing systems that improve how information flows through organizations — executive reporting frameworks, stakeholder enablement platforms, knowledge-management resources, content operations programs, and AI-assisted workflows that improve visibility, decision-making, and operational consistency.
A major part of my recent professional growth has been embracing AI as a modernization tool for reporting, documentation, planning, and communications. By rethinking how information moves through an organization, I've reduced manual effort, improved scalability and consistency, and created more effective operating models.
Core Disciplines
- Operational Excellence & Process Improvement
- Strategic & Executive Communications
- Stakeholder Enablement & Training
- Knowledge Management & Governance
- Content Operations & Digital Experience
- AI-Assisted Workflow Design
- Change Management
- Cross-Functional Leadership
Platforms & Tools
- Adobe Experience Manager (AEM)
- Adobe Target & Analytics
- Microsoft Copilot & AI Workflows
- Kiro (AI Development Environment)
- SharePoint & Intranet Platforms
- Workfront
- BrightEdge
- GitHub
- Adobe Creative Suite
Selected Work
I don't just identify opportunities to improve how organizations work — I build the systems, processes, and experiences that make those improvements real.
Featured Case Studies
From Order Taking to Operational Visibility
AI-assisted reporting and automation for a new sprint-based content operation.
Read the case study →Measuring the Maturity of a New Way of Working
A framework for measuring and continuously improving a newly established operating model.
Read the case study →From AEM Complexity to Operational Visibility
Self-service dashboards that turn complex content infrastructure into something teams can see, understand, and act on.
Read the case study →From Tribal Knowledge to a Living Operating Guide
Building a searchable, maintainable knowledge system for a complex content operation.
Read the case study →Other Selected Work
Five-Report Communications Cadence
A reporting ecosystem consisting of weekly leadership updates, biweekly sprint reports, biweekly retrospectives, monthly strategic executive reports, and quarterly process maturity assessments.
Stakeholder Visibility Platforms
Self-service reporting systems that transformed manual status requests into proactive visibility experiences.
Gamified Enablement Platform
A multi-game training system that accelerated onboarding and reinforced procedural, conceptual, and decision-based learning through interactive experiences.
Strategic Executive Reporting
A framework that translates operational activity into business outcomes, enterprise initiatives, delivery performance, and organizational priorities.
Enterprise Web Rebrand & Redesign
Led the ABM.com rebrand initiative and full responsive redesign for a Fortune 500 organization.
Career Highlights
- Designed and operate a communications and reporting ecosystem supporting leadership visibility, stakeholder enablement, and process maturity initiatives at Delta Air Lines.
- Reduced recurring report preparation time from over one hour to under ten minutes through AI-assisted workflow automation.
- Created stakeholder visibility platforms that transformed manual status requests into self-service experiences.
- Developed executive reporting frameworks that translate operational activity into business outcomes and strategic priorities.
- Authored governance, training, and knowledge-management resources that improved process adoption and operational consistency.
- Led enterprise web, communications, digital experience, and content operations initiatives across Delta Air Lines, ABM Industries, and Aprio.
- Created award-winning internal communications programming recognized by the Association for Accounting Marketing.
- 30+ years of professional web development, digital communications, and multimedia production experience.
Experience
Delta Air Lines
Atlanta, GA • 2018 – Present
Communications Lead, Digital Experience
January 2026 – Present
Lead communications, reporting, operational transparency, stakeholder enablement, and knowledge-management initiatives supporting Delta's Digital Experience organization.
Senior Digital Content Editor
November 2020 – December 2025
Managed customer-facing content experiences across Delta.com, the Fly Delta app, and airport digital platforms while supporting governance, stakeholder communications, and content operations initiatives.
Digital Content Editor • Marketing Communication Manager • Digital Product Management Analyst
September 2018 – October 2020
Progressively expanded responsibilities across customer experience, digital communications, product support, business testing, change management, localization, and personalization initiatives. Contributed to Delta's Responsive Shopping & Booking transformation.
ABM Industries
Atlanta, GA • 2011 – 2018
Senior Manager, Website & Digital Communications
November 2011 – January 2018
Led enterprise web strategy, digital communications, intranet initiatives, content governance, and organizational communications programs for a Fortune 500 services organization. Directed the ABM.com rebrand and responsive redesign, managed brand integrations from acquisitions, and partnered with executive leadership, legal, IT, and marketing on business-critical initiatives.
Aprio
Atlanta, GA • 2000 – 2011
Website & Multimedia Developer
February 2000 – November 2011
Led digital communications, web strategy, internal communications, and multimedia initiatives for one of the Southeast's leading accounting and advisory firms. Created award-winning internal communications programming recognized by the Association for Accounting Marketing. Managed websites, intranet platforms, newsletters, and video production supporting firmwide visibility and engagement.
Dosswerks Digital
Atlanta, GA • 1995 – Present
Founder & Creative Technologist
Personal brand and creative outlet focused on independent projects involving web experiences, music production, interactive applications, game development, digital media, and emerging technologies.
Education
Bachelor of Science, Communications
Kennesaw State University
Additional Graduate Coursework — Professional Writing / Technical Communication
Resume
Download a PDF copy of my current resume.
Download Resume (PDF)Frequently Asked Questions
- What does Andrew Doss do professionally?
- Andrew Doss is an Operational Excellence, Communications & Enablement Leader based in Atlanta, GA. He designs reporting systems, executive communications, stakeholder enablement platforms, knowledge-management frameworks, and AI-assisted workflows that improve visibility, decision-making, and operational effectiveness.
- Where does Andrew Doss work?
- Andrew Doss is a Communications Lead in the Digital Experience organization at Delta Air Lines in Atlanta, Georgia. He has been with Delta since 2018, progressing through Digital Product Management, Marketing Communications, Content Editing, and Senior Content Editor roles before moving into communications leadership.
- What has Andrew Doss built at Delta Air Lines?
- At Delta, Andrew designed and operates a five-report communications cadence, created AI-assisted reporting workflows that reduced preparation time from over an hour to under ten minutes, built stakeholder visibility platforms, developed a strategic executive reporting framework, authored the Content Operations Process Guide, and designed a gamified enablement platform for team onboarding.
- What is Andrew Doss's professional background?
- Andrew has 30+ years of experience in digital communications, web development, content operations, and strategic communications. Before Delta Air Lines, he led enterprise web strategy and digital communications at ABM Industries (Fortune 500) and served as Website & Multimedia Developer at Aprio, one of the Southeast's leading accounting and advisory firms.
- What tools and platforms does Andrew Doss work with?
- Andrew works with Adobe Experience Manager (AEM), Adobe Target & Analytics, Microsoft Copilot, Kiro, Workfront, BrightEdge, GitHub, SharePoint, and Adobe Creative Suite. He specializes in leveraging AI-assisted workflows to modernize reporting, documentation, and communications systems.
Connect
Open to conversations about operational excellence, communications leadership, enablement systems, and creative technology.