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Senior Customer Experience Manager
I turn customer intelligence into business outcomes at scale, accelerating growth, improving retention, and resolving the friction that costs organizations customers and revenue. I do this by leading strategy, teams, and cross-functional initiatives that turn insight into decisions.
Over the past 15+ years, I've worked across retail, healthcare, consulting, research, and tech, helping leaders find and fix the customer and operational problems that most directly impact growth, retention, efficiency, and financial performance.
Before moving into CX and technology, I served as a VP/GM at Neiman Marcus, leading locations with up to $100M in revenue responsibility and ranking in the company's top 10. That's where I learned that customer intelligence isn't a support function. It's how you grow a business.
At Upwork, I contributed to $100M+ in identified revenue opportunities, drove resolution of 184 systemic issues impacting customer experience and retention, and generated 80+ high-impact insights.
I achieved this by turning more than 2 million customer signals annually into actionable intelligence and connecting sentiment to behavior to financial outcomes, so organizations understand not just what is happening, but what to do about it.
I use AI to do what used to take months in days, synthesizing feedback at scale, surfacing patterns before they become problems, and generating actionable recommendations that solve friction and drive decisions. AI makes the intelligence sharper, faster, and more actionable. Combined with my strategic thinking, business context, and operational execution, I help organizations move faster and make better decisions.
The work is cross-functional by design. I build alignment across product, operations, marketing, analytics, and executive leadership because insight that stays in a report doesn't move anything.
I build high-performing teams and customer-centric cultures. The leaders I've developed are running larger programs, managing bigger budgets, and solving harder problems than when we started working together.
Curiosity drives the questions. Storytelling drives the action. Results keep score.
If you're building a CX or Customer Intelligence function that's expected to drive growth, improve retention, and influence business decisions, I'd welcome the conversation.
