Customer Experience & Operations
Every growing business eventually outruns its own systems.
Growth creates friction. Processes get messy, decisions slow, and customer experience starts to drift. When your systems can’t keep pace with your ambition, performance suffers.
I’ve spent over a decade inside large-scale customer experience and operations. I step in to realign your product, operations, and customer experience — designing simple systems that support more volume, more complexity, and sustainable growth.
How I Work
For the past decade, I’ve worked inside companies like Coinbase and Amazon, supporting global product launches and large-scale customer programs across fintech, retail, and social platforms.
At that scale, clarity is not optional. When roles, processes, and feedback loops are well defined, teams move quickly. When they are not, inefficiencies multiply.
I focus on the points where product decisions, operations, and customer experience intersect. That is where misalignment tends to surface and where small improvements can create meaningful impact.
My approach is practical. I apply the discipline and operational clarity I’ve seen at scale in ways that fit growing teams. The goal is not more process. It is better structure, stronger alignment, and systems that make the business easier to run.
Proven Results
Reducing friction between product and customer experience.
Revitalized a Voice of Customer program at Coinbase, increasing cross-functional engagement from 30% to over 50% in one quarter.
Simplifying workflows that slow teams down.
Reduced Response Time by 50% and Time to Resolution by 70% at Amazon through process redesign.
Translating customer insight into practical decisions.
Led 40+ structured customer sessions per quarter, tying frontline signals directly to product prioritization.
Building systems that hold up under growth.
Supported customer experience operations at a scale of 2M+ annual contacts.
Removing unnecessary manual work.
Integrated AI-enabled workflows that reduced manual synthesis by approximately 50%.
Contact Me
If your business is growing but your systems aren’t keeping up, I’d be glad to connect. Whether you’re looking for a thought partner or hands-on support, we can start with a conversation.