Now · updated September 2026
What I'm focused on right now.
A living page, inspired by Derek Sivers' /now. Short by design, updated when things change.
Work
- Leading CX vendor success at Pandora across North America and Brazil.
- Balancing peak readiness, vendor performance, and the longer-term WFM roadmap.
Studying
- Preparing for the GRE and working through MBA applications.
Thinking about
- Where AI is actually useful in customer service, and where it just creates a new layer of complexity.
- Why customer service teams are usually treated as a cost center even though they see customer problems earlier than almost anyone else.
Home
- Coaching U10 boys soccer in Washington, DC.
- Trying to be a more present father. Slowly, imperfectly.
Writing
- Writing more often about leadership, CX, operations, and the ideas I keep coming back to.
Anything on this page could be wrong by next month. That's kind of the point.