About
I'm fascinated by how people and systems work together.
Sometimes that means redesigning customer support. Sometimes it means coaching youth soccer. Sometimes it means becoming a better father. I'm trying to get a little better at all three.
Download CVThe short version
I'm a Senior Manager, CX Vendor Success at Pandora, where I lead customer experience vendor operations across North America and Brazil. Most of my work lives in the messy middle between strategy and execution: vendor models, technology, capacity, and the day-to-day decisions that determine whether a customer experience actually works.
Before Pandora, I worked across customer experience and product operations at Rent the Runway and Instacart. I studied Economics at Emory. Across each stop, I've gravitated toward the same kind of problem: something is working, technically, but it could work a lot better. Usually the hard part is that nobody quite owns fixing the seams.
Selected highlights
- $3.1MSavings and cost avoidance from the operating-model and telephony transformation.
- Dual-vendorBuilt a dual-vendor support model and the governance needed to manage it as one customer experience.
- FounderParents@Pandora, a parents and caregivers community I started after coming back from paternity leave.
Outside work
- Coaching
- U10 boys soccer in Washington, DC.
- Watching
- Manchester United and Premier League football.
- Family
- Trying to become a better father every year. Easily the hardest and most rewarding work.