About
The person behind the work
Career
Professional story
I've spent my career at the intersection of customer experience and operational reality — building the programs, teams, and systems that make good CX repeatable instead of accidental.
Most of my work starts the same way: customer signal is clear, but the organizational response is inconsistent. Cases fall through cracks. Feedback loops don't close. Teams optimize locally while drifting apart systemwide. I build the structures that fix that — intake governance, VOC programs, platform enablement — and I stay close enough to execution to know if they're actually working.
What ties it all together isn't a methodology. It's a refusal to separate strategy from accountability.
Values
What I stand for
These aren't aspirational — they're how I actually operate.
Clarity first
Ambiguity is expensive. I reduce it wherever I find it — in ownership, priorities, and what good looks like. Teams shouldn't have to guess.
Stay close to execution
I don't hand off strategy and disappear. I stay in the work long enough to know whether what I built is actually holding.
Fix upstream, not downstream
I'd rather redesign the intake model than get really good at escalation management. Most downstream problems have an upstream cause.
Candor, always
I give direct feedback and expect it back. The relationships worth having can handle it.
Build things that outlast you
I measure success by what's still running a year after I've moved on. Quick fixes have a way of becoming next year's fire drills.
Operating style
How I work
Structured operating rhythm: 1:1s, standups, and cross-functional syncs — all with documented outcomes, not just agendas.
I align stakeholders in writing before meetings, not during them. If people are surprised in the room, I didn't do my job.
I measure everything trackable: cycle time, adoption rates, CSAT trends, rework volume. If there's no metric, building one is part of the work.
Every major initiative ends with a retrospective. Not a formality — a standing requirement.
Overview
Quick facts
- Location
- United States
- Open to
- VP / Director / Head of CX, Customer Operations, Digital Transformation
- Industries
- B2B SaaS, Enterprise Tech, Professional Services
- Interests
- Systems design, org effectiveness, outdoor recreation, continuous learning
Personal
Life outside work
Grounded people build better teams. Here's what grounds me.
What grounds me
- Time with my family — my wife and kids keep me honest about what matters.
- Early morning runs, lifting and the discipline of showing up consistently.
- Work that connects people, process and technology in practical ways.
What I'm learning
- How leadership changes when work, family and growth all require attention.
- How to build systems that are useful, not just impressive.
- How to turn customer feedback into business action.
