I identify competitive threats and build working solutions — without waiting for budget approval or a formal mandate.
Background
I bring over a decade of operations leadership — including team lead experience at Apple — and currently serve as Head of AI & Automation at COROS, where I manage a 32-person global support team across the US, Europe, China, and the Philippines.
The AI work at COROS wasn't assigned to me. I saw the competitive gap — Garmin was outpacing us on content, Aissist was costing us $43K a year and producing mediocre results, Zendesk was a $75K annual dependency we didn't need. So I taught myself what I needed, invested my own time, and built working systems that proved their value before they were ever official.
CARA, our AI customer service system, now handles the equivalent workload of 8–12 full-time employees while maintaining 95%+ customer satisfaction. RELAY, the custom support platform I designed from scratch, is replacing Zendesk entirely. Neither had a formal budget when they started.
That's the pattern I bring to every challenge: find the real problem, build the thing that solves it, measure everything, and move on to the next one.
Experience
How I Work
Not a philosophy slide — this is how I actually make decisions.
01
I don't build business cases for AI — I build the AI, measure the results, then present a business case with real data. Proposals are cheap. Working systems with numbers are not. Executives can act on evidence; they can only hope on proposals.
02
Every system I build is designed to free humans for the work that actually requires humans: judgment, relationships, strategic thinking. CARA handles the volume so my team can handle the complexity. That distinction matters — and it's why we kept 95%+ CSAT through a full automation rollout.
03
Every external platform you depend on is a cost you can't control, a feature roadmap that isn't yours, and a ceiling on what your team can do. Eliminating that dependency is a competitive advantage. RELAY exists because Zendesk couldn't do what we needed — and now nothing can.
Demonstrations
Interactive walkthroughs of the systems I've built.
Customer Intelligence
How I turned 12,000+ support tickets into a real-time intelligence feed — categorized, trended, and surfaced to the team in 30 minutes instead of 8 hours.
View Demo ↗Business Case
Before/after view of the operational transformation at COROS: what it looked like before CARA and RELAY, what it looks like now, and the numbers behind it.
Explore Dashboard ↗Full Portfolio
Every system I've built — operational, competitive, revenue intelligence, and leadership impact — organized by category with status, outcomes, and what problem each one solved.
Browse Projects ↗Results
I'm looking at VP and Director-level roles at companies serious about AI-driven transformation. If that's your team, I'd like to hear about it.