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How I Operate

Steady under
pressure.
Rigorous
by design.

High-Stakes Problem Solving

From C-suite escalations to crisis transformations to regulatory compliance across 20+ teams, I bring structure, sound judgment, and decisive action to environments where operational failures have real consequences. I triage fast, communicate clearly to executives, and turn every incident into a pattern the team can prevent next time.

Systems That Hold Under Pressure

I don't just track metrics. I define them: QA, CSAT, TRT, IRT, Escalation Rate %. I've guided teams through AI-enabled workflow transformations that cut triage time by 60% and training time by 40%. AI isn't a shortcut. It's a tool, and only as good as the human judgment behind it.

Leadership Through Influence

I align legal, policy, product, and operations partners without formal authority. As a people manager I earned a 96% leadership approval rating and helped 1 in 3 of my reports get promoted. I bring that same coaching and advocacy to every team I join, with or without direct reports.

The Builder's Track Record

Trusted with the work
that couldn't fail.

When the most sensitive, complex work needed a home, it came to us. And when the foundations didn't exist, I built them.

Sought Out · Because of What We Built

"Our team's reputation preceded us. When the most complex work needed a home, they came to us."

🚨

Break-the-Glass Escalations

When a company priority program encountered cases too complex to resolve, they came to our team. We were the last line of defense, sought out because of what we'd already proven we could do.

🔬

Researcher Support Model

Designed the global bespoke support model for a net-new transparency product serving academic researchers worldwide, built from zero alongside the product itself.

🎮

Platform Partner Support

Our team's work earned us the opportunity to stand up tailored support for a major platform's second-party partners, the only team in global operations to do so.

Saw the Gap · Built the Foundation

"Early in our team's maturity, these didn't exist. They do now, and the team is still running on them."

🏗️

QA Framework

Our team was early in its maturity with no quality standard in place. Scoped, designed, and launched the first. Scores hit 95%+ and the templates became the foundation the team still builds on today.

📋

Workforce Strategy

No operational blueprint existed for how our team should scale. Built the workforce strategy from the ground up, giving the team the structure, clarity, and stability to grow.

By the Numbers

Impact where the
stakes are highest.

56%→85%

Org Case Volume Owned and Growing

Scope expansion through operating model redesign

Started owning 10–15% of the highest-risk escalations across the organization. Expanded the support model to own 56% of total org case volume, with a phased plan to reach 85% through capacity build and operating model redesign.

60%

Triage Time Reduction

AI-enabled transformation

Led org-wide AI adoption across scheduling, triage, and case management, reducing triage time by 60%, training time by 40%, with 100% team participation from day one.

95%+

QA Scores Sustained

Quality built from zero

Designed the team's first QA program from scratch. Scores held at 95%+ once established, and frameworks were adopted org-wide.

96%

Leadership Approval Rating

Top 4% of managers

Consistent top-tier approval across leadership evaluations, rated by the people being led, not self-assessed.

30%

Career-Wide Promotion Rate

1 in 3 people promoted

Across all management roles: the consistent result of intentional career nurturing, stretch opportunities, and advocacy at every level.

$20M+

Revenue Impact

Relationship-led market growth

70% close rate across 400+ partner relationships as a founding market builder at Uber Eats across four Southeast markets.

Career Arc

Built on relationships.
Proven at scale.
The best is still ahead.

2020 to 2026

Operations People Regulatory

Meta Platforms

Premier Partner Experience Operations Manager

Trusted with Meta's highest-stakes operational environments, progressing from Pillar Lead to People Manager across programs spanning regulatory products, data access platforms, emerging technologies, and globally significant events where operational failures carried real reputational, regulatory, and public consequence. Built and led the teams, escalation frameworks, and KPI systems that kept those programs running, with direct C-suite and VP-level visibility on the most sensitive cases.

2018 to 2020

Operations People

Lyft

Operations Lead, People Manager

Led marketplace operations across 3 sites supporting 10,000+ drivers. Built the region's first operational playbook, managed strategic partnerships with Hertz and Pep Boys, and led the COVID-19 virtual transition while maintaining 85% CSAT without interruption.

2016 to 2018

Sales Growth Partnerships

Uber Eats

Account Representative

Founding market builder across four Southeast markets. Drove expansion through relationship-led partner acquisition, onboarding 400+ restaurant partners with a 70% close rate and contributing to $20M+ in gross bookings. Reduced go-live timelines from 7 days to 24 hours.

2015 to 2016

Relationships Revenue

AT&T

Account Manager, Premier Client Group

Managed a $25M client portfolio, delivering strategic account management and cross-functional issue resolution while maintaining 9–10 NPS scores across all accounts.

Beyond Work

Co-founder of Pind and Porch, a small-batch jam business my husband and I started in Arizona to bring people together around the table.

Steady underpressure.Rigorousby design.

Trusted with the workthat couldn't fail.

Impact where thestakes are highest.

Built on relationships.Proven at scale.The best is still ahead.

Steady under
pressure.
Rigorous
by design.

Trusted with the work
that couldn't fail.

Impact where the
stakes are highest.

Built on relationships.
Proven at scale.
The best is still ahead.