KEY ACCOUNT LEAD | PRINCIPAL CONSULTANT
Digital Transformation & Experience Design Consulting
In boutique design consultancies in Chicago, I led high-stakes transformation and experience design portfolio projects for global clients including Nike, FedEx, BMW, and Dexcom.
A hybrid Account-Project Management role, I led deeply cross-functional engagements that spanned ethnographic research, strategy, experience design, and implementation. Stakeholders included my internal team of SMEs, client-side working teams, and client-side Executive teams.
These projects were some of the most rewarding of my career: I was responsible for aligning leadership, synthesizing research into strategy, and building consensus across teams with very different goals and cultures.
What I took with me:
• Behold the power of user research
• Translate complexity into clarity
• Align stakeholders at all costs
• Build trust where decisions are made
What I’m most proud of:
• Led award-winning data visualization, earning a design patent, for Dexcom G7 CGM System
DIRECTOR OF PROGRAM MANAGEMENT
Program Management & Change Leadership
At my first taste of the startup world, I stepped in as a strategic generalist and operator. I flexed across business planning and operations, client service, experience design, and program management, at a tech startup that was scaling fast with minimal process.
I partnered closely with cross functional teams, particularly Product & Engineering teams, to co-create products, surface customer insights, align launch plans, and create workflows that supported rapid iteration.
In preparation for an acquisition exit, I led much of the strategic change rollout, both with internal teams and client partners, to ensure all stakeholders are aligned, heard, and bought-in.
What I took with me:
• Embed operational thinking inside the product development process.
• Change is personal. Build trust at every step.
What I’m most proud of:
• Led anchor client account, BMW Motogroup, during high-stakes acquisition by Salesforce.
SR DIRECTOR, CORE LEADERSHIP PROGRAMS & OPERATIONS | HEAD OF EXPERIENCE, STRATEGY, & OPERATIONS
Community Development & Experience Strategy
As an early senior leader at Chief, a high-growth Series A–B startup serving 20,000+ executives, I led end-to-end strategy and redesign of Core—Chief’s flagship peer-group coaching experience.
A dual-sided program of two distinct communities (members and coach-facilitators), I was deeply embedded both, building a trusted, credible, and impactful experience for the very diverse set of stakeholders. Relaunching Core as structured, consistent, and brand-defining directly helped drive Chief’s 150% global scale-up in under a year, and was instrumental in achieving Series B funding and unicorn-status.
I built and led customer-facing teams, overhauled lifecycle communications, hired and built an enablement program for 500+ coaches, led user research, and was a key co-leader in in positioning and operationalizing Core for global scale.
As the public face of these communities, I led all touchpoints such as fireside chats, Town Halls, and strategic updates. The work at Chief was very similar to my work at Carnegie Mellon’s MBA and Exec Ed programs. I designed, launched, and led Leadership Development Certification programs for cohort-based learning communities.
At The Suite, I joined as an early executive to build Community as a strategic layer of the business. I designed comprehensive high-touch member journeys for 24 unique member segments under 3 distinct brands (TechGC/ L Suite, F Suite, E Suite), positioned and launched new communities, and built ambassador programs to boost retention.
I led customer-centric GTM strategies for our digital platform, led and coached customer-facing teams on service and support, and developed community health metrics and KPIs.
What I took with me:
• Community-driven-strategy requires delicate deputizing of fans to engage and advocate for you throughout the entire customer lifecycle.
• There is no ‘one-size fits all’. Personalized experiences drive true PMF.
• Stay relentlessly close to the people you’re building for.
What I’m most proud of:
• 10-point CSAT increase and 3-point NPS lift in the ~6 months following the launch (Chief).
• 150% global scale in less than a year (Chief).
• Increased NPS by 7+ points and retention by 11% over 10 months at The Suite.
DIRECTOR OF PROGRAM MANAGEMENT | HEAD OF EXPERIENCE, STRATEGY, & OPERATIONS
Strategic Operations & New Ventures
At early- and growth-stage startups, I served as a strategic operator and generalist, building internal infrastructure, incubating new ventures, and partnering with leadership to clean up operational debt to unlock next-chapter business growth.
I worked across GTM, Support, Product, Data, Engineering, CX, Events, Ops, and Sponsorship, codifying cross-functional workflows that supported both iteration and organizational alignment.
I often stepped in when things were ambiguous, messy, and high-stakes. I was trusted to lead initiatives and drive clarity, momentum, and collaboration. Other times, I started from “-1 incubation” stage, building new ventures from scratch and executing to MVP launch. My programs created new revenue streams and a retention bump.
I have extensive experience in variable headcount planning, forecasting, and budgeting systems from scratch. For XFN roadmap planning, I created streamlined systems that clarified ownership, enabled prioritization, and helped cross-functional teams stay coordinated and engaged.
After building the first Ops, and Data Insights teams, I launched the org’s first performance infrastructure, including MBRs, QBRs, and a company-wide KPI framework.
Leveraging AI tools to both increase operational velocity and enable delivery of a best-in-class customer experience, I led my team in building a comprehensive voice-of-customer dashboard system for feedback loops that linked frontline experience (NPS, CSAT, qual and quant insights) to product and growth strategy.
My leadership style is rooted in clarity, relationships, and learning. I’ve led and coached direct reports, project teams, BPO teams, and cross-functional teams through periods of friction, rapid scale, and reinvention.
What I took with me:
• Ruthlessly prioritize. It’s the only way.
• Build strong foundations to enable rapid iteration, but never cut corners with the customer.
• Communicate strategically and diplomatically, but don’t forget work is emotional.
• Making thing simple is not easy. But it’s worth it.
What I’m most proud of:
• Helped Chicago-based design-tech startup position itself for a successful exit to acquisition by Salesforce.
• I helped position Chief, a NYC growth-stage tech startup, close a Series B and achieve “unicorn status.”
• Built a BizOps foundation that supported 3X staff growth in one year for The Suite, a NYC bootstrapped startup with 3 distinct brands (TechGC/ L Suite, F Suite, E Suite).
DIRECTOR OF PROGRAM MANAGEMENT | 2015
Executive Coaching, Teaching & Curriculum Development
In the time-space blur of COVID, I ran my own executive coaching and org development consultancy, taught MBA and EMBA students, coached leaders from Google to Visa to Genentech, and stepped into (and quickly out of) the speaker keynote circuit.
I developed the end-to-end leadership curricula and content (onboarding, session flow, learning milestones and more) for both Chief and at Carnegie Mellon’s Leadership Development Certification.
What I took with me:
• Active listening skills.
• How to see patterns quickly.
What I’m most proud of:
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