Fifteen years of making the operating model change, not just the tooling.

Building the intake and prioritization machinery for an enterprise AI CoE

Global enterprise software portfolio. Founding member of the group. Built the intake and prioritization machinery first: discovery workbooks, maturity assessments, prioritization models, governance guidance, ROI dashboards, implementation playbooks, reusable templates.

Helped move leaders from experimentation to structured execution through phased roadmaps, prioritized use cases, named executive sponsorship, and quarterly accountability. Enablement reached 40+ business units via executive workshops, role-based learning, AI literacy programs, and champion networks.

Transforming customer support with AI in the workflow

The failure mode is starting with an enterprise programme. Established the baseline first, then picked the single workflow where the pain was already measurable — knowledge research and customer email drafting — and tested whether AI improved it before touching anything else. Measured against the baseline, not against expectations.

From there, agentic workflows took load off the queue rather than just speeding up typing. The part that compounds: every closed case now produces a knowledge article, which feeds the retrieval layer, which makes the next case faster to resolve. The system improves by being used instead of decaying between refreshes.

That loop is the difference between a support team with an AI tool bolted on and a support operation whose workflow has actually changed shape.

Onboarding 80+ engineers to AI tools in one week

Amazon Q Developer, now Kiro, and Microsoft Copilot, across engineering and QA. Run with the engineering managers and team leaders who owned those teams, on groundwork already laid: those managers had been through AI workshops first, which is why one week was even possible.

Four things did the work: real engineering problems that already mattered, low-risk starting points where mistakes were easy to catch, respected engineers sharing wins with their own peers, and office hours to remove friction as it appeared.

The goal was never blind trust. It was safe, informed challenge. Adoption is not a communications problem. It is a product experience problem — and not a one-person problem either. Managers who already believed it carried it further than any programme could push it.

On the harder question underneath it: rather than promising the team that AI would not change their jobs, which would not have been honest, we hired a college intern supported by AI tools and showed a different entry point into the role. Faster onboarding, meaningful entry-level work, a new talent pathway. AI lowered the experience barrier without lowering the quality standard.

Designing the human-authority model for a risk-scoring product

Traditional reporting shows the data. The product connects fragmented operational sources into one decision context, detects meaningful signals, and scores risk so teams know where to focus first. A product and engineering team built and shipped it.

My contribution was the shape of the decision: domain professionals set the scoring weights, validate the score, and choose the action. AI prioritizes attention. People decide what happens next. That constraint is what separates a risk score people act on from one they learn to ignore.

Director, Customer Support — regulated healthcare SaaS, 2021–2023

Led post-sales transformation for a HIPAA and PHI regulated platform. Hired and built a 16-person organization, establishing operating rhythms, KPI accountability, coaching practices, and escalation ownership.

Led the build of a self-service knowledge and triage platform, delivered in six months by the team.

Manager, Technical Support — cybersecurity SaaS, 2017–2021

Led global technical support for an enterprise platform covering network security, risk analysis, and compliance. Took the organization to a 24x5 follow-the-sun model through workflow redesign, automation, and portal modernization, with the team producing 200+ knowledge base articles along the way.