Strategic programs and operations, grounded in the customer.

Manager, Strategic Programs

Previously Senior Strategic Program Lead

Leading ambiguous, cross-functional programs for premium retail and business customers. I translate broad company goals into program charters, operating models, experiments, governance, and executive-ready mechanisms that align teams globally.

• Scaled the premium CX footprint by 295% globally.
• Helped grow Customer Success headcount by more than 3,900% while sustaining world-class CSAT.
• Connected customer experience programs to revenue, retention, and the long-term value of premium segments.

Senior Operations Program Manager

Built and executed global Growth strategy through structured program management, product-launch orchestration, stakeholder alignment, change management, and KPI ownership.

• Served as the organizing force across complex global workstreams.
• Turned product and operational priorities into clear plans, ownership, and execution rhythms.
• Managed change across teams while accounting for customer, process, and organizational impacts.

Manager, Customer Experience Operations

Previously Customer Experience Program Manager

Led Enablement and Programs within Revenue Operations, spanning AI, automation, knowledge operations, churn reduction, product enablement, and a broad portfolio of customer-care programs.

• Led a five-person team and more than 17 CX programs annually.
• Managed an 8,000-document internal and external knowledge ecosystem.
• Implemented AI programs associated with approximately $833K in annual savings.
• Supported product launches and programs contributing to 95% CSAT and nine Stevie Awards.

Project, communications, sales, and customer operations

Roles across Texas Advocacy Project, FoodPub, Expedia/HomeAway, Yodle, and early brand programs built the foundation for how I lead today: close to customers, comfortable with technology, and focused on making complicated work usable.

• Led communications, development, events, fundraising, web marketing, and agency technology.
• Built sales and account-management processes for growing businesses.
• Supported international teams and customer operations across Latin America.