YOUR TEAMS SEE THE PROBLEMS
NOBODY OWNS THE FIXES
REAL SYSTEMS. REAL Results.
Support sees it in tickets.
Success sees it in churn.
Community sees it in questions.
Nobody notices the gaps. Nobody connects them. Nobody fixes the root cause.
The real problem? No ownership matrix. No decision framework. No cross-functional pod to route problems upstream.
I build the operating system that connects your teams—with roadmaps, experiments, and clear accountability.
EXTRAHOP — POST-SALES TRANSFORMATION
Architect entire post-sales customer experience, leading cross-functional initiatives with org-wide impact.
- Launched a $XXXK+ Salesforce Experience Cloud community, transforming the transactional portal into a dynamic hub for all things customer, with a monthly growth of X%.
- Drove organizational transformation by strategically managing change and implementing key initiatives within the CS department.
- Built prevention systems in onboarding, customer marketing, and community that eliminated root causes rather than treating symptoms.
- Connected post-sales dots across onboarding, education, customer marketing, and community to turn dysfunction into a retention machine.
- Transformed post-sales journey from cost center into expansion engine across multiple customer segments.
- Established a direct line between community members and product team.
- Stood up cross-functional pod with clear intake, prioritization, and routing logic to ship fixes on repeat.
FEDERACY — SECURE PRODUCT UX
Front-end Lead building customer-centric bug bounty platform.
- Addressed 15 security vulnerabilities pre-launch
- Implemented persistent session logic, saving users 45 seconds per session and increasing satisfaction.
- Utilized Docker for platform agnosticism, achieving an 8x productivity boost.
- Designed and implemented a comprehensive front-end architecture, ensuring scalability and performance.
BUGCROWD — RESEARCHER EXPERIENCE
Community Success Manager building researcher advocacy programs.
- Produced a cross-functional demystify campaign, reducing support ticket volume by 10% and improving platform knowledge through blog and knowledge base content.
- Implemented a customer feedback loop that resulted in a 50% increase in feedback submissions over three months, with a total of 275 valuable inputs.
- Improved customer engagement and participation in community spaces by 20% by reducing scope, establishing processes, and implementing automation and bots.
- Achieved a 30% rise in feature engagement after implementing user-centered product, community, and website enhancements based on expertise, data, and user feedback.
LIVE EVENT INFO BOT
Multi-event deployment system with Twitch IRC integration.
MORE PROOF THE OS WORKS: EVERY SYSTEM SHOWS THE PLAYBOOK IN ACTION
Each system here proves the operating system works in different contexts. From 4-minute onboarding to 50% faster content production. Different challenges, same playbook: map reality, build roadmap, ship fixes, measure impact.
Customer Intelligence App (CI Project)
Systems Engineer • Ruby, Slack, Metabase, Redshift
Pistol Lake — Commerce CX
Full‑stack E‑commerce Engineer • Shopify, Liquid, JS/Sass, Redshift, Metabase, CI/CD
Hive Five — Community Content System
Founder & Chief Editor • Content Ops, Claude API, Analytics
Resync — Interactive Recon Landing
Front‑end Engineer • Nuxt.js, Tailwind, Twitch embed, Force‑graph
Masterclass Platform — Cohort Learning
Platform Engineer • WordPress, Discourse, Wistia, Genesis, custom plugin
Finance Manager MVP
Full‑stack Engineer • Rails, Plaid, HAML, SCSS, jQuery, Bootstrap
Athletic Recruiting Platform
Full‑stack Engineer • Rails, HAML/SCSS, jQuery, Bootstrap