01
People
Clear expectations, useful coaching, and enough trust for teams to surface problems before customers do.
Customer Experience · Operations · Technology
I build the systems behind better customer experiences.
I lead customer experience operations for Pandora, connecting people, partners, and technology to make service more resilient and more human.
What I believe
Great customer experiences do not happen by accident. They are built by people who care about systems, details, and each other.
How I work
Three parts of the job that are really one job.
02
Partners
Vendor models, governance, and incentives that create shared accountability instead of outsourced responsibility.
03
Platforms
Technology that removes friction for agents and customers. Not technology for technology's sake.
Selected work
Problems I've helped turn into better ways of working.
2025
Dual-vendor transformation
Helped redesign Pandora's customer support model to reduce concentration risk, improve flexibility, and give the business more direct control of performance.
$3.1M savings
and cost avoidance
2025
Telephony insourcing
Supported the move to Salesforce Voice and Amazon Connect, bringing ownership of routing, reporting, and outage response closer to the business.
More control
less vendor dependency
2026
A shared governance system
Standardizing scorecards, metric definitions, review cadences, and action tracking across partners so performance is managed as one customer experience.
One operating language
across partners
The person behind the work
My life is bigger than my résumé. Thankfully.
Accra, Ghana → Atlanta, GA → Washington, DC
I am a husband, a father, a Christian, and a youth soccer coach. Those parts of my life are not separate from how I lead. They have made me more patient, more honest about what I do not know, and more interested in building environments where people can do good work without pretending to be invincible.
I am drawn to the messy middle: the point where strategy becomes a process, a tool, a conversation, or a decision someone has to make on a difficult day.
Outside work
Leadership looks different from the sideline.
Coaching young players keeps me close to the basics: clarity, encouragement, repetition, and helping someone recover quickly after a mistake.
Writing
A working notebook, not a content machine.
Published · Read on LinkedIn ↗
AI scaling a broken foundation
AI doesn't fix a weak operating model. It scales it.
Draft
On Hiding
For a long time, hiding looked a lot like being fine. Losing my dad forced me to learn the difference.
Idea
What Becoming a Dad Changed
Becoming a dad changed how I think about time, ambition, and the kind of person I want my daughter to see.
Start a conversation
Good work usually begins with an honest question.
I am always interested in thoughtful conversations about customer experience, operating models, technology, and the people doing the work.