Twelve years of operations.

New York, NY · reports to the CEO

Heads Operations, Creative, and Technology across two NYC marketing entities. About 30 people, US and Philippines.

• I head the Operations at Snaplistings, about 20 people, and Operations at Powered by DMT, about 10 more. I manage managers across teams in the US and the Philippines.
• I built the agency operating system: annual and quarterly planning cycles, a weekly business rhythm, KPI dashboards, intake and approval frameworks, and post-mortems.
• I run resourcing and capacity across creative, production, technology, and client service.
• I partner with the CEO and finance on forecasting, margin targets, accruals, and projections against actuals.
• I own customer contract operations: scopes and statements of work, vendor and partner agreements, approval workflows, version control.
• I own the CRM and MarTech stack, including a bidirectional Follow Up Boss integration, and I build the internal platforms the teams use.
• I recruit, hire, onboard, develop, and performance-manage across all functions.

• Director of Operations, Webscale NetworksDec 2021 to Oct 2022
• Director of Operations, MageMojo, later Webscale STRATUSJul 2018 to Dec 2021

Four-plus years of continuous operations leadership through an acquisition, first at MageMojo and then at Webscale.

• At Webscale, I built operational infrastructure for customer acquisition, product delivery, and cross-functional execution across a global organization, partnering with engineering, product, marketing, and sales leadership.
• I implemented KPI structures, performance dashboards, and reporting frameworks.
• I owned end-to-end production of Meet Magento New York, a multi-day, multi-stage conference with over 1,000 attendees: vendor sourcing and negotiation, sponsor deliverables, catering, registration, and event marketing.
• At MageMojo, commerce infrastructure for merchants running high-volume storefronts, I modernized operational processes and systems and improved scalability, team productivity, and service quality.
• I redesigned performance management, coaching frameworks, and career progression, and I managed operational budgets, vendor contracts, and cost structures.
• When a merchant's store went down on Black Friday, they lost money by the minute. That is where I learned what live operational pressure feels like.

eCommerce accelerator. Content and campaign production for a portfolio of fashion, lifestyle, and DTC brands.

• I led content and campaign production across paid, organic, and partner channels for a concurrent client roster.
• I headed scoping and implementation: deliverables, timelines, staffing, and budgets per engagement, then ran delivery.
• Clients included Laughing Man Coffee, Cadence, Accessories Council, and Lola Olivia.

eCommerce accelerator. Company-wide operations plus client engagements.

• I held executive accountability for company-wide operations across every function while leading client engagements.
• I built out client operations, technology, and marketing stacks for DTC brands.
• I built the quoting and scoping templates and negotiated multi-year client contracts.

Sole owner of the customer success function.

• Not a manager over a team. The entire function: every ticket, every onboarding call, every escalation into engineering, for 18 months.
• I taught myself SQL here to analyze large datasets and find the prospects that were the strongest product fit. Still self-taught.
• I improved lifecycle and retention processes, raising CSAT, one-touch resolution, and net retention while reducing delivery cost.
• What I took from it: most support volume is not a support problem. It is an upstream problem nobody routed back.

Subscription EdTech. Daily operations, client relationships, revenue growth, vendor contracts.

Consultative client relationships and tailored financial solutions.