Director of Operations specializing in RevOps, customer support, logistics, operational systems, and global compliance for scaling companies.
What I Do
AI Strategy & Implementation
Your business is surrounded by AI tools but none of them are working together.
- ●Workflows that could be automated are still being done manually
- ●No clear strategy for where AI actually creates leverage in your operations
- ●Disconnected tools and platforms that could be integrated but aren't
I build practical AI strategies and implement the automations, integrations, and prompt frameworks that turn AI from a buzzword into a measurable business advantage — from workflow automation and AI-powered tools to full agentic and conversational system builds.
Revenue Operations
Scaling is breaking your revenue systems.
- ●CRM is disorganized with no clear pipeline structure
- ●Sales process is inconsistent across reps and channels
- ●Reporting lacks the clarity needed to forecast accurately
I design and implement structured RevOps systems that create full pipeline visibility and drive consistent, measurable revenue growth.
Product Operations
Your product has no clear ownership or delivery structure.
- ●Requirements shift with every stakeholder conversation and nothing ships cleanly
- ●Engineering, QA, and design teams lack a central point of coordination
- ●Product direction changes without a framework to evaluate priorities or measure outcomes
I bring product ownership structure to your team — defining requirements, managing cross-functional delivery, and building the documentation and feedback systems that keep products on track and continuously improving.
Operational Execution
Operational friction is slowing your team down.
- ●Bottlenecks forming across departments with no clear ownership
- ●Lack of documentation and training leads to repeated errors
- ●Internal processes are inefficient and difficult to scale
I build scalable operational frameworks that improve execution speed, cross-functional clarity, and team accountability.
Customer Experience
Customer support is inconsistent and reactive.
- ●Response times are too long and SLAs are frequently missed
- ●CSAT scores reflect a fragmented or poor support experience
- ●Support workflows are undocumented and difficult to train
I optimize customer support systems to reduce response times, improve satisfaction scores, and build a scalable support operation.
Logistics & Compliance
Logistics and compliance are blocking international growth.
- ●Vendor relationships are inefficient and poorly managed
- ●Inventory or fulfillment challenges are creating delays
- ●Regulatory complexity — including EU compliance and certifications — is unresolved
I streamline logistics operations and lead global compliance initiatives to ensure your business can expand with confidence.
Case Studies
RevOps System Overhaul
Problem
The absence of a structured CRM and pipeline framework created inconsistent sales performance, poor visibility into deal flow, and an inability to forecast revenue with any reliability.
Action
Implemented a structured CRM framework, defined clear pipeline stages, established lead qualification criteria, and built reporting dashboards to surface performance data in real time.
Results
- 1.Improved full-funnel pipeline visibility for leadership and sales teams
- 2.Increased consistency across the sales process, reducing dependency on individual rep behavior
- 3.Enabled accurate revenue forecasting for the first time
Customer Support Optimization
Problem
Elevated response times and an inconsistent support experience were reducing customer satisfaction, increasing churn risk, and creating operational debt across the team.
Action
Redesigned core support workflows from triage through resolution, reduced SLA targets, and implemented a documentation and training system to ensure consistency at scale.
Results
- 1.Materially reduced first-response and resolution times
- 2.Improved CSAT scores across inbound support channels
- 3.Created a scalable support operation capable of handling growth without proportional headcount increases
Operational Process Buildout
Problem
Disorganized internal processes and a lack of cross-functional alignment were slowing execution, creating confusion over ownership, and limiting the team's ability to operate at scale.
Action
Built structured documentation systems, redesigned core workflows, and established cross-functional alignment processes that created clarity around roles, responsibilities, and handoffs.
Results
- 1.Increased organizational efficiency across multiple departments
- 2.Reduced internal friction and eliminated redundant or unclear processes
- 3.Improved team execution speed and accountability
Experience
Director of Operations
BrainTap, Inc · Oct 2025 – Present
As Director of Operations at BrainTap, Inc., I oversee the company's operational infrastructure across sales & partnerships, customer experience, and logistics. My focus is on building and scaling systems that support a growing commercial footprint while maintaining the discipline required to sustain high-performance teams.
In revenue operations, I have designed and implemented CRM frameworks, pipeline structures, and reporting dashboards that have improved sales consistency and forecasting accuracy. I have also established lead qualification criteria and process standards that reduce variability and strengthen rep-level accountability across the organization.
On the customer experience side, I redesigned support workflows end-to-end — from triage through resolution — reducing SLA response times and improving CSAT scores. I manage an outsourced support team and have built the documentation and training infrastructure that allows the function to scale efficiently without proportional headcount growth.
My operational scope extends to logistics and international compliance, where I manage vendor relationships, oversee fulfillment operations, and have led EU regulatory and certification efforts that positioned the business to expand into new markets with confidence.
On the product side, I serve as Product Owner across multiple product lines — defining product direction, managing requirements, and driving delivery through close collaboration with engineering, QA, and design teams. I build the documentation frameworks and feedback systems that keep products aligned, measurable, and continuously improving.
Key Impact
- ●Designed and deployed RevOps infrastructure that increased pipeline visibility, sales consistency, and forecasting accuracy
- ●Restructured customer support workflows, driving measurable reductions in response times and improvements in customer satisfaction
- ●Built scalable documentation and training systems that enable operational growth without linear cost increases
- ●Led EU compliance and certification initiatives that unlocked international market expansion
- ●Developed cross-functional alignment processes that accelerated execution speed and strengthened organizational accountability
- ●Owned product delivery across multiple product lines — defining requirements, aligning cross-functional teams, and establishing the documentation and feedback infrastructure that kept products on track
Work With Me
Build
Design and implement operational and RevOps systems from the ground up — CRM structure, pipeline frameworks, reporting dashboards, and cross-functional workflows.
Best for:
Early-stage companies establishing their first operational infrastructure
Fix
Diagnose and repair broken processes across sales, customer support, logistics, or operations — identifying root causes and implementing durable solutions.
Best for:
Companies experiencing growing pains or declining performance metrics
Scale
Optimize existing systems to improve efficiency, visibility, and growth capacity — removing bottlenecks and building for the next stage of the business.
Best for:
Companies preparing for a funding round, expansion, or significant team growth