Strategic Programs
Turning ambiguous priorities into charters, roadmaps, experiments, governance, and measurable outcomes.
Strategy to impact.
I turn strategy into scalable operations.
I lead global, cross-functional programs across operations, customer experience, product, and analytics—building systems that drive growth, retention, and long-term customer value.
Strategic Programs at CoinbasePMPMBAData Science & Analytics
Austin,
Texas
Selected impact
Measurable impact at scale.
295%
Expansion of a global premium customer-experience footprint
3,900%+
Growth of a global Customer Success organization
$100M+
Revenue growth connected to premium customer programs
$833K
Estimated annual savings from AI-driven initiatives
What I lead
Connecting strategy to execution across the enterprise.
Business Operations
Designing processes, operating rhythms, reporting systems, and scalable models that help teams execute.
Customer Strategy
Connecting customer needs, retention, service models, product improvements, and revenue opportunities.
Global Transformation
Aligning Product, Engineering, Operations, Analytics, and frontline teams across regions and functions.
Featured transformation
Scaling premium customer programs globally.
At Coinbase, I lead strategic work focused on turning Concierge and Premium Support into a revenue and retention engine for high-value retail and business customers.
Read the full story01
The challenge
Deliver a highly personalized experience while expanding rapidly across customers, regions, and teams.
02
The approach
Build program strategy, operating mechanisms, experiment design, governance, and cross-functional alignment.
03
The outcome
A larger global footprint, sustained customer satisfaction, stronger retention capabilities, and programs connected to significant revenue goals.
Career journey
From customer insight to operational leadership.
View full experience2024–Present
Coinbase
Premium customer strategy, global operating models, revenue and retention programs, and cross-functional execution.
2023–2024
Square
Growth strategy, product launches, change management, and global program delivery.
2018–2023
WP Engine
People leadership, AI and automation, Revenue Operations, enablement, knowledge operations, and customer programs.
2011–2018
Earlier experience
A foundation built close to customers, technology, sales, communications, and the day-to-day realities of execution.
Selected digital work
Built with equal parts strategy and craft.
Outside of my primary work, I design and build websites for selected businesses and organizations. It keeps me close to technology, user behavior, visual communication, and the realities of turning an idea into something people can use.
Legal services
Regalado Law & Mediation Center
Strategy, design, and development
A clearer, more approachable digital presence for a legal practice serving real people through consequential moments.
Home services
Lobo Property Services
Brand direction, design, and development
A modern service website built to make offerings easy to understand and make the next step obvious.
Professional services
Ely, Valentine & Reed
Information architecture, design, and build
A refined professional-services experience balancing credibility, clarity, and warmth.
Writing
Notes on operations, customers, and leadership.
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The Impact of Poor Leadership and Micromanagement on Employee Morale and Company Retention
In my decade-long career that includes both individual contributor work and managing teams, I’ve experienced firsthand how leadership can make or break a team. […]
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The Benefits of Getting an MBA and My Experience at St. Edward’s University
If you’re considering pursuing higher education to advance your career, getting a Master of Business Administration (MBA) degree can be a game-changer. The MBA […]
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