Across more than 20 years in customer operations, I progressed from frontline technical support to Vice President at Comcast, leading national and global organizations spanning customer care, technical support, escalations, digital service, regulatory response, customer intelligence and partner operations.
I’m strongest where the operation has to perform today while changing for tomorrow: running the business, redesigning how it works, and connecting customer intelligence and technology to execution.
Led national and global organizations across customer care, technical support, escalations, and regulatory and privacy operations, including Xfinity Mobile care spanning sales, service and retention. Scaled Xfinity Mobile partner operations from 50 to 5,000 agents in one year and led partner operations across six countries.
Built the portfolio operating model for new work across more than 60 teams: one intake and prioritization system, financial and impact cases, clear decision rights, and a defensible way to make trade-offs or say “not now.” Simplified the portfolio from 111 queues to 61 and owned the Quality organization, with playbooks and standards for every team.
Evolved social and digital care into communities, social listening and a product-response function that turned customer signal into product fixes. Owned the business side of major platform deployments and led the customer-operations automation and AI program. At Greenbaum Labs, I build and operate AI systems for customer intelligence and decision support.
Persistent execution problems usually form under one of three conditions.
When the people making decisions cannot see the same reality, organizations begin solving the wrong problem.
When the person held accountable cannot actually decide, you get delay, workarounds, and permanent escalation.
When organizations lose memory, the same issues return under new names.
Executive roles leading customer operations, customer care, contact centers, technical support and customer success, especially mandates that need someone who can both run the business and redesign how it works.
Remote, or commutable from Philadelphia.