Recent Experience

Currently, the Sr. Director of Global Consumer Support. In the first year I evolved the support experience for >100MM customers to become the best support crypto. 

Scaled the organization 5x YoY while managing <1% variance to  ~$300MM annual OpEx across Customer Service and Compliance programs and operations. Launched support for >100 new products, created three new support models based on customer segments, and implemented two contact mediums.

I authored the multi year strategy and customer facing mission to build the most trusted and respected Customer support in crypto. The strategy addressed years of underinvestment resulting numerous accolades for Coinbase support and a new bar for industry competitors. 

Enhanced the support experience recently provided five stars by Nerdwallet https://www.nerdwallet.com/reviews/investing/brokers/coinbase  

Established a dedicated support model for Coinbase One and VIP Customers. 

https://help.coinbase.com/en/coinbase/other-topics/coinbase-one/account 

Blog Posts I authored establishing the commitment to customers and the "Campaign for Trust" 

https://blog.coinbase.com/coinbase-to-launch-24-7-phone-support-and-other-enhancements-to-customer-support-by-end-of-year-f9661ff2774e

https://blog.coinbase.com/coinbase-expands-live-customer-support-c034035af420

Coinbase  Germany support  "Really sets Coinbase apart"

https://bitcoin-2go.de/coinbase-erfahrungen/

Across a ~10 year career at Amazon culminating as a Director of an organization of both tech and non-tech functions which I helped found and scale from an initial four to > 3k employees. I had the fortunate opportunity to develop, implement, and globally scale the support model for some of Amazon's most highly visible products. I built unique customer experiences including a first of its kind preemptive support model that paired logistics, machine learning, and localized human support. 

Founding Leader of Shipping and Delivery Support https://www.amazon.jobs/en/teams/ops-shipping-delivery-support

Developed and implemented Customer Service for the worlds largest and fastest logistics company.

 https://mashable.com/article/amazon-is-launching-a-fedex-competitor-to-make-more-available-for-two-day-delivery  

Built bespoke product support models for more than seven distinct customer segments across 23 countries

Amazon Key

 https://www.pcmag.com/news/amazon-key-in-home-delivery-service-launches-nov-8  

Prime Now   https://www.wired.com/2014/12/prime-now/  

Mayday   https://techcrunch.com/2013/09/24/amazon-introduces-mayday-a-unique-and-amazingly-useful-live-tech-support-system-for-kindle/   

Amazon Shipping https://ship.amazon.com/getstarted  

AMXL

 https://www.wcvb.com/article/amazon-planning-new-type-of-delivery-station-in-massachusetts/34645075  

Strategic Programs - Designed an implemented program teams that owned end to end customer facing experiences, defined operating standards, executed process improvement initiatives, and provided technical project management. 

Technical Product Management - Owned products that provided self-service and AI assisted automated support to millions of customers as well as internal tooling used by >5k support agents to handle >20MM annualized support contacts.

Data Science and Analytics - Managed teams that conducted long term customer impact analysis to inform product/program strategy and analytics that instrumented recurring business reviews. 

Workforce Management - Established and scaled workforce management teams to provide complex demand planning for a network of >3k associates globally. 

Global Operations - Scaled direct reporting global operations from 0 to >3k associates across 22 countries and >200 distinct physical and virtual locations. Directed BPO operations >4k across three continents.