- Led the Customer Experience (CX) pillar within the Segment CDP org, owning a broad scope including the Segment web app platform, Public API, the billing platform (including account provisioning and entitlements), and authentication/authorization. In addition, owned core platforms for key control plane services and APIs.- Working closely with cross-functional leaders in product, UX and GTM, oversaw the development of end-to-end customer experiences spanning multiple product areas, including those for Enterprise and Self-Service/Growth customers.- Co-led the creation of Flex Unified Profiles, the first step in a major company-wide strategic initiative to build Segment into other Twilio products.- Led an organization of leaders and engineers through both hyper-growth and hiring freeze periods while continuously receiving recognition as a strong people leader.

Established the Hub Council from scratch, representing the team and culture within a global corporate footprint, and hosting numerous local Hub events with exceptional feedback.

- Headed the engineering teams for the Libraries/SDKs and Cloud Sources products.- Within the first 6 months, spearheaded the reorganization of the Libraries team with an emphasis on improving focus on the most business-critical platforms (web, iOS and Android). By the end, reduced the time spent on bugs, escalations and KTLO by 50%, enabling the team to execute on shipping new products including Edge Functions and next-gen SDKs for Javascript, iOS and Android.

- Reporting to the CEO, owned all things technical during a period of rapid growth. Expanded a diverse multi-disciplinary team of Software Engineers, DevOps Engineers, IT, and QA from 15 to 40 people, while cultivating strong, capable leaders and fostering a collaborative engineering culture.- Drove a full transition from bare-metal to AWS cloud and built a cloud-native architecture around NoSQL (Couchbase), enabling a lean team to build and maintain rapidly scalable systems.