Strategy & Operations · OperatorI like building the company
around the product.
Strong products still need a business built around them. I work where strategy, operations, customer experience, and systems meet: finding what is missing, designing the plan, building the operating structure, and staying through execution.
Outcomes, with their context.
Each result names the role, the period, and whether the result was mine or shared with a team.
Across a personally managed portfolio of enterprise accounts, as Enterprise Customer Success Manager.
Led a recovery effort that resolved approximately 900 customer cases across three consecutive weekends.
Partnered with the systems team to automate installation review approvals within the CRM, reducing manual review work.
Three projects, problem to result.
- 01 · Order Operations
Building an Order Operations System
Operationalized- Problem
- Thousands of orders lived in a spreadsheet with no clear ownership, aging, or exception view.
- My contribution
- Designed and ran the daily operating cadence, category ownership, and end-of-day reporting.
- Result
- Workload, ownership, and exceptions became visible daily, and dozens of stalled orders surfaced for executive action.
Read the case study → - 05 · Safety & Field Remediation
Product Safety Recall and Field Remediation
OperationalizedDesigned + Partially Implemented- Problem
- A safety recall across a large installed base needed coordinated repairs, communication, and proof of completion.
- My contribution
- Senior operational owner within a cross-functional effort, covering incident handling, customer communication, and vendor quality controls.
- Result
- Standardized repair documentation and proof of completion across a cross-functional field remediation effort.
Read the case study → - 03 · Customer Health
Creating Customer Health & Retention Visibility
Operationalized + Future-State Extension- Problem
- Cancellations and returns were processed as a passive queue, with recoverable customers lost by default.
- My contribution
- Built the recurring order health and retention update, with an owner and intervention on every open case.
- Result
- Recoverable customers were identified while the conversation was still open, and product patterns reached the teams that owned them.
Read the case study →
Operational thinking, made visible.
Two frameworks from the library. Open one to read the thinking behind it.
Explore the Work library →When ownership disappears between teams, customers experience the gaps. This framework makes every handoff explicit.
Severity should not depend on who picks up the issue. This engine decides once, in writing, and applies the same logic every time.
By far one of the best people from a third party I have ever dealt with.
- I.
Understand the whole system before changing part of it.
Most problems that look like one team's failure are a handoff, an incentive, or a missing rule somewhere upstream.
- II.
Human before automated.
AI earns its place when it gives people better judgment, not when it simply removes them.
- III.
Stewardship over ownership.
The measure of a system is whether it still runs well after you leave it.