Work History

I’m a hands-on business operations leader and player-coach focused on delivering consistent, high-quality customer experience at scale by improving cross-functional execution.

I started my career at Ernst & Young, building a foundation in cross-functional problem solving and operational improvement. From there, I moved into client-facing roles across implementation and support, then into professional services and business systems before leading enterprise-wide initiatives.

That progression shaped how I operate—close to the customer, grounded in the work, and focused on building systems that perform under real-world complexity.

Much of my experience has been in PE-backed (Riverside, Vista, and BC Partners) and growth-stage technology environments, where growth starts to strain execution. I focus on putting the systems and alignment in place so the business can scale without breaking.

I work across Product, GTM, and Customer Operations in global organizations—aligning teams, simplifying processes, and putting the right systems in place so customer experience remains consistent as the business scales.

What I deliver:

• Step into complexity, identify friction, and fix it

• Align teams around clear, scalable ways of working

• Build and improve core systems (Lead-to-Cash, operating models, tooling adoption)

• Operate as a true player-coach—partnering with leadership while staying close to execution

• Apply a practical, AI-forward mindset to reduce manual work and improve visibility

At the core, I make sure teams, processes, and systems work together to deliver a consistent customer experience as the business grows.

Operations leader with 20+ years of experience helping companies scale by improving execution and how the business runs day to day. I’ve grown with one organization through multiple stages—from early build, to scale, to acquisition integration and modernization—building customer operations, services, and internal systems along the way. I work as a player-coach, partnering closely with leadership to turn strategy into clear execution and put the right systems in place for consistent results.

• Operational Excellence | Simplify processes, clarify ownership, and build repeatable systems

• Cross-Functional Alignment | Align Product, Marketing, Sales, Customer, and Finance teams

• Operating Model Design | Build end-to-end workflows that scale with the business

• Strategic Execution | Turn priorities into clear plans, milestones, and outcomes

• Integration & Scaling | Lead post-acquisition integration and global expansion

• AI-Enabled Improvement | Apply automation and AI to improve efficiency and decision-making

• Decision Support | Build dashboards and frameworks to improve visibility and speed

• Team Leadership | Lead and mentor small, high-performing teams (player-coach)

• Executive Partnership | Partner with senior leadership to drive alignment and execution 

Gemini | ChatGPT | Salesforce | CPQ | Gainsight | Marketo | Clari | NetSuite | FinancialForce PSA | Power BI | Snowflake | Aha! | Agentforce | Mindtickle | Confluence | SharePoint

NAVEX | Lake Oswego, OR   August 2004 – November 2025

Global SaaS provider of governance, risk, and compliance (GRC) software serving 13,000+ organizations. Operated through multiple phases of growth, including platform consolidation, global expansion, and enterprise-scale modernization.

Vice President, Strategic Initiatives (January 2021–November 2025)
Reported to the Chief Growth Officer and partnered closely with the CEO to turn strategy into execution and improve how the business operated at scale.

• Led the company’s global planning and execution framework (“Game Changer” initiatives), serving as the central operating mechanism for aligning priorities, driving execution, and tracking results

• Introduced AI into customer support operations, reducing ticket resolution time from ~7 days to under 48 hours

• Led vendor optimization efforts, running multiple RFPs and delivering $2M+ in annual cost savings

• Directed global expansion initiatives, establishing operations in India and supporting entry into Japan

• Redesigned the product and planning operating model to improve roadmap alignment and cross-team coordination

• Supported SMB growth initiatives, contributing to a 15% increase in revenue through improved go-to-market execution

• Built executive dashboards and decision frameworks to improve visibility, accountability, and speed of decision-making

Senior Director, Strategic Initiatives (2019–2020)
Promoted into a cross-functional leadership role to improve execution as the business scaled and integrated acquisitions.

• Led integration of WhistleB (Sweden), Expolink (UK), and Lockpath (US), aligning Product, Marketing, Sales, Customer, and Finance across regions

• Standardized end-to-end go-to-market workflows to support a unified product and commercial model

• Established planning and operating rhythms adopted by leadership to improve execution and accountability

• Improved visibility, coordination, and decision-making by aligning workflows, systems, and teams across the business

• Aligned people, processes, and technology to reduce friction and improve execution

Director, Business Systems (2013–2018)
Moved from a customer-facing role to build and scale the Lead-to-Cash ecosystem, aligning systems and workflows across Product, Marketing, Sales, Customer, and Finance.

• Built and grew the Business Systems team from 3 to 8

• Managed a $3.2M annual technology budget across Salesforce, CPQ, Marketo, NetSuite, and Gainsight

• Redesigned end-to-end Lead-to-Cash workflows to improve scalability and forecasting accuracy

• Improved visibility across the revenue cycle by connecting core commercial and financial systems

Principal Consultant (2008–2012)
Built and scaled the Professional Services function, turning delivery into a structured, revenue-generating capability.

• Designed delivery methodology and performance metrics (KPIs) to improve consistency and quality

• Grew Professional Services revenue from $350K to $2.1M

• Partnered with Product and Sales to align service delivery with go-to-market strategy

Director, Client Services (2004–2008)
Employee #14.  Built the company’s first client-facing operations (implementation, support, and account management) during early growth.

• Scaled the team from 2 to 8, hiring and developing the initial customer operations function

• Established onboarding and support processes to ensure consistent service delivery

• Improved customer retention by standardizing implementation and support practices

Ernst & Young (EY) | Columbus, OH

Senior Business Operations Consultant
Built a foundation in cross-functional strategy and operational problem-solving, helping organizations improve business processes and performance.

• Analyzed operations to identify inefficiencies and recommend practical improvements

• Supported cross-functional initiatives to align processes, systems, and teams

• Developed a structured approach to problem-solving that continues to inform my work as an operator

EDUCATION

Ohio University | Athens, OH

B.B.A., Management Information Systems & Marketing