Writing
A working notebook.
Short pieces on work, leadership, family, and the things I'm still figuring out. Some are live on LinkedIn. Others are still ideas.
- Read on LinkedIn ↗I didn't expect to learn leadership from nine-year-oldsWhat coaching a youth soccer team taught me about leading people. · Leadership
- Read on LinkedIn ↗Support as a productWhy the best support organizations are designed, not staffed. · CX
- Read on LinkedIn ↗AI scaling a broken foundationAI doesn't fix a weak operating model. It scales it. · Business POV
- Read on LinkedIn ↗Launching a parents & caregivers ERGOn building the community I wanted to be part of. · Culture
- —DraftThe employee who needs you least can be the easiest one to neglect.Why strong performers can end up getting the least coaching, and why that's on the manager, not them. · Leadership
- —DraftAI doesn't remove the work. It changes who gets it.When automation absorbs the easy contacts, humans inherit the messy ones. That changes the job, not just the queue. · CX & AI
- —IdeaA policy change isn't real until the customer promise changes.A process can be fixed internally and still feel broken to the customer. The promise, the frontline guidance, and the actual experience have to move together. · Operations & CX
- —DraftOn HidingFor a long time, hiding looked a lot like being fine. Losing my dad forced me to learn the difference. · Personal
- —IdeaWhat Becoming a Dad ChangedBecoming a dad changed how I think about time, ambition, and the kind of person I want my daughter to see. · Personal