I work where hardware, software, and field operations converge: the messy space where what engineering ships meets what customers and partners actually experience.
For 14 years I have led customer experience and support teams in hardware, and built the systems behind them. I own the connective tissue that closes the gap between product and customer: the programs, the processes, and increasingly the AI-powered tools that turn what people experience into something the whole company can act on.
This work goes by many names: customer experience leadership, technical program management, solutions and implementation, customer engineering. The through-line never changes. I take what customers and partners actually experience and turn it into action, and I build whatever systems make that repeatable at scale.
Customer experience
Support leadership
Partner integrations
Systems & tooling
Applied AI
Data to decisions
At its core, my work is the craft of customer care. At a consumer-hardware company with no app and no software layer, just a great physical product, I built and led a support team that became industry-leading, with CSAT sustained above 98%. That experience was never a cost center. It was a competitive asset, and the quality of it was a significant driver of the premium the company commanded when it was acquired.
That same instinct carries into more complex products. When a customer's experience depends on firmware, cloud services, mobile apps, and physical installation all working together, protecting that experience means owning the seams between them. I embed in release and integration work, run beta programs, and do the technical triage when something breaks: reproducing failures, reading the field data, and translating it into context engineering can act on. When an issue reaches customers or threatens a key partnership, I drive the cross-team resolution that contains the impact and restores trust. That work has preserved significant revenue and enabled major contract renewals.
Across all of it, much of my impact comes from building systems where manual work used to be. I have shipped returns automation, refurbishment programs, and a support-analytics platform that pulls real-time data from five business systems into one dashboard and surfaces the signals worth acting on. AI is central to how I build now. It multiplies what one person can ship, so an idea becomes a working tool in days rather than quarters, at a fraction of the usual cost.
I lead by making tradeoffs visible, explaining the why behind decisions, and helping teams understand problems deeply enough to act with confidence.
I am most effective in the space between teams, translating context across engineering, support, leadership, and external partners so decisions reflect real-world impact rather than internal assumptions. When things get tense, I stay calm, stay technical, and keep people focused on what needs to happen next.
I built and led the customer care team at a bootstrapped consumer-hardware company, growing it from one person to a team of eight over eleven years and running it as Head of Customer Care through a $60M acquisition. More recently, at a fast-moving smart-home company, my work has spanned customer experience leadership, partner integrations, and the technical operations behind a complex IoT product, and it is where I built the AI-powered systems that now shape how I work.
Across every role, the thread has been the same: I take what customers and partners experience and turn it into action, and I build the systems that make it scale.