Head of Operations

JAN 2023 - PRESENT · 3.6 years

Build and maintain internal systems, automations, and integrations across support, onboarding, renewals, revenue operations, and enterprise contract workflows at a profitable five-person SaaS company serving 500+ customers and thousands of users worldwide. Implement AI-assisted support workflows, extend APIs, and built Universal Importer migration platform and Halios internal CRM system.

Senior Operational Excellence Manager / Senior Manager, Technical Support

JAN 2020 - DEC 2022 · 3 years

Led cross-functional workflow design and rollout initiatives across Support, Engineering, Finance, Compliance, Legal, and Operations. Designed business-critical service workflows in Jira Service Management, partnered with Engineering on platform migrations, and built training and enablement functions. Reduced support ticket volume from 2.2 to 0.65 tickets per customer account per month.

Senior Director of Operations

JAN 2015 - DEC 2019 · 5 years

Helped scale Salted Stone, a HubSpot partner agency, to Diamond-tier status faster than any other HubSpot partner agency at the time. Served as hands-on solution architect and operator for HubSpot's most technical customers, translating complex business requirements into practical systems, integrations, migrations, and delivery models.

Program Manager, Documentation & Community / Product Expert

JAN 2011 - DEC 2014 · 4 years

Became HubSpot's first Product Expert, combining deep product knowledge with hands-on customer implementation work. Wrote and owned HubSpot's API documentation, core product help documentation, knowledge base, and community forums content. Helped create HubSpot's beta program and developed the original GTM strategy for it.