As a senior ops people leader and department head, I bring deep experience in the SaaS industry and a proven track record of building high-performing, sustainable teams. At the influencer ad tech company LTK, I managed over 40 people across three global teams, driving significant improvements in performance and productivity. In 2021, I left LTK to join Atlassian, where I leveraged my 20 years of experience to improve customer support operations and change our approach to the enterprise customer experience. 𝐑𝐞𝐜𝐞𝐧𝐭 𝐖𝐨𝐫𝐤 𝐓𝐡𝐢𝐧𝐠𝐬 𝐈'𝐦 𝐏𝐫𝐨𝐮𝐝 𝐨𝐟:• 𝐑𝐞𝐝𝐮𝐜𝐢𝐧𝐠 𝐄𝐧𝐠𝐢𝐧𝐞𝐞𝐫𝐢𝐧𝐠 𝐄𝐟𝐟𝐨𝐫𝐭 𝐚𝐭 𝐀𝐭𝐥𝐚𝐬𝐬𝐢𝐚𝐧: I led initiatives that improved the support engineering team efficiency by 30%, cut forecasted costs by millions of dollars, eased support team workloads, and improved customer happiness.• 𝐑𝐞𝐭𝐡𝐢𝐧𝐤𝐢𝐧𝐠 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐎𝐧𝐛𝐨𝐚𝐫𝐝𝐢𝐧𝐠 𝐚𝐭 𝐋𝐓𝐊: I was tapped to lead new teams and rethink our approach to account services at LTK. By the end of the year, revenue had grown 2X, new user adoption had jumped 40%, and active platform users had increased 2X.• 𝐈𝐦𝐩𝐫𝐨𝐯𝐢𝐧𝐠 𝐩𝐫𝐨𝐝𝐮𝐜𝐭 𝐪𝐮𝐚𝐥𝐢𝐭𝐲 𝐚𝐭 𝐋𝐓𝐊: I drove a 20% reduction in escape defects by aligning our technical support team with our Dev Ops and Product to show the total labor costs of bugs and highlight the revenue risk to the company by showing the customer impact in dollars. 𝐓𝐡𝐢𝐧𝐠𝐬 𝐈 𝐧𝐞𝐫𝐝 𝐨𝐮𝐭 𝐨𝐧 𝐚𝐭 𝐰𝐨𝐫𝐤:• 𝐌𝐞𝐬𝐬𝐲 𝐃𝐚𝐭𝐚. I thrive on unstructured, abstract, messy data that takes a product or service from "zero to one." My formal training in ethnography and qualitative research equips me to guide teams on the best way to capture the customer's voice and ensure data-guided decisions even when there's little quantitative evidence. • 𝐌𝐞𝐧𝐭𝐨𝐫𝐢𝐧𝐠 & 𝐜𝐨𝐚𝐜𝐡𝐢𝐧𝐠: I'm a teacher at heart. I teach in a formal capacity at UT Dallas in the School of Arts, Humanities, and Technology. Still, continuous learning is a core component of my management practice and personal growth. • 𝐀𝐛𝐬𝐭𝐫𝐚𝐜𝐭 𝐏𝐫𝐨𝐛𝐥𝐞𝐦𝐬: I’m often thrown into unclear and messy problem spaces. I am adept at navigating chaotic environments and help teams derive order by providing them with the business context, training, and space they need to make fast decisions.