Building strategies, workflows, infrastructure, and teams for growing businesses.
I'm an operations and CX leader with 8+ years across SaaS, ecommerce, and consumer brands. I work directly with peers, cross-functional collaborators, and executive teams to build what's needed. That might be anything from features, to CX and service functions, to operational infrastructure, to growth engines, to brand artefacts.
Currently based in PEI, Canada (GMT-3). Timezone-agnostic for the right team. :)
Most of my career has been spent in ambiguous environments where the job was to figure out what needed to exist, build it, and operate it (or hand it off) in a durable state. I've done this across sectors, business stages, and functions, solo and as part of a team. Some things are constants…
When I propose a platform migration, I also scope the integration, configure the system, and build the reporting around it. When I identify a retention problem, I design the program, set up the automation, and measure outcomes. I work in CRMs, site code, SQL, automation tools, analytics platforms, and more.
I work with CS, sales, engineering, product, marketing, finance, and executive teams, often without reporting authority over any of them. I stay accountable by keeping context visible, following through, and being direct about tradeoffs. Knowing and understanding people is always a priority.
I take ambiguous situations (a platform that needs replacing, a growth channel that isn't working, a strategy that hasn't been articulated yet) and produce structured deliverables from them. Competitive analyses, retention models, gains calculators, strategy decks. Finding the way to clarity and function that supports day-to-day work and decision-making.
A selection of recent work, grouped by type and ordered in reverse chronology.
An educational learning portal explaining a DeFi trading protocol and surrounding context and terms; what it is, why it exists, and how to use it. Paired with the user-research synthesis that shaped its information architecture. Built for accessibility and appeal to inexperienced retail and entrenched institutional traders.
Full website redesigns for growth agency clients. End-to-end: strategy, IA, design, and front-end build in Webflow and Shopify. Included variously: integrations; subscription and retention strategies; custom widget builds; SEO/GEO optimization.
UX and CRO strategies for growth agency clients. Research, hypothesis-driven test programs, modular PDP architectures, and messaging frameworks to support them. Included variously: value prop and PMF exercises; educational content development; custom widget builds.
End-to-end design and development of marketing sites in Webflow and Framer across sectors. Included variously: blog and FAQ content development; support and lead capture integrations; SEO/GEO optimization.
Selected artefacts from product, CX and operations engagements. Competitive and customer research, journey development, strategy decks and reporting, metric models and calculators, and more.
CX, Ops, Product, Growth
Supported growth of 11 ventures from pre-seed to series B and across sectors. Designed product and GTM strategies, implemented and matured pre- and post-sale infrastructure, led customer, market, and product research programs.
Product, UX, GTM
Product design, go-to-market strategy, operational infrastructure, and executive reporting for a B2B security services firm's flagship product.
CX & Product Operations
Built CX operations from zero on a platform that grew to 70,000 users; support systems, workflows, and activation/retention measurement. Led GTM strategy, including partnership pipelines.
Web Growth, SEO, Analytics
Kicked off CRO program laddering up to key business metrics. Achieved website targets for SEO and acquisition. Expansion and retention strategies via enriched content.
Currently exploring opportunities in CX, ops, growth, and product marketing. Open to remote roles across time zones.