A global SaaS customer success, services, and operations leader who elevates customer satisfaction and operational effectiveness to record levels, turning insight into action and strategy into measurable business results.
A transformational leader who strengthens customer journeys, co-invents patented measurement frameworks, and embeds the Voice of the Customer into product, success, and go-to-market strategy.
Across more than two decades, I have designed and led experience strategy spanning customer success, support, services, and product engagement. Most recently I lead a customer experience management practice at Genesys, a global AI/SaaS organization, where I built and launched a new external Voice of the Customer consulting practice.
My work blends deep subject matter expertise, keen business savvy, and design thinking to build durable, scalable systems. I have stabilized a global 24x7 care organization through hypergrowth, operationalized an experience-first operating model, and consistently mentored leaders into their next roles.
The throughline: serving customers across global regions while improving the things that matter most: satisfaction, responsiveness, adoption, and retention.
A look at how I approach hard problems — structured here as Situation, Task, Action, and Result. Details are kept directional to respect the confidentiality of past employers.
Global SaaS support during hypergrowth
Experience innovation & measurement
Cloud-first service experience
Each role added scope, from redefining service experience to owning enterprise Voice of the Customer, a patented measurement framework, and a new consulting practice.
Lead the enterprise Voice of the Customer practice end to end, owning strategy, offer design, and delivery, and reporting to the VP of the Global VoC Practice.
Owned enterprise Voice of the Customer and experience measurement, transitioning customer success toward a scalable, digital-first operating model.
Selected to formalize and operationalize customer, partner, and employee experience using design thinking and a shared measurement language.
Promoted to lead a global 24x7x365 care organization through rapid growth and declining satisfaction — tasked to stabilize and rebuild confidence.
Brought in during the shift to cloud-first to design a cohesive, customer-centered service experience across presales, onboarding, support, and engagement.
Led teams and enterprise platforms at the intersection of technology, operations, and user experience — bringing structure to complexity and helping the organization scale.
Earlier career spanning financial services, healthcare, and entertainment — the foundation in systems thinking and cross-functional delivery.
Certified AI Strategist, 2026 · Co-inventor, Customer Experience Measurement Patent (Granted 2025) · Design Thinking Coach, 2023 · Prosci Change Management, 2015