Lead of a small team focused on troubleshooting and iterative improvement throughout the WordPress VIP customer success organization. Working to create and refine methods and processes for identifying, prioritizing, and working to systematically eliminate poor and poorly-scaling processes, while building communications bridges throughout the organization to increase the efficiency and effectiveness of collaborative communication.

Constantly shipping and enabling a team to ship iterative improvements that create outsized impact and help teams focus their attention on what matters.

Temporarily led a core 40-plus-person support team for Automattic’s enterprise WordPress customer segment. Maintained and improved key support metrics, performance targets, and measurement categories. Actively cultivated, demonstrated, and maintained a culture of action and continuous improvement across a team of four regional leads and one operations lead. Developed successful and repeatable methods for managing internal communication, including up-reporting to C-suite executives and up-reporting from direct reports in leadership. Served as a key escalation point of contact for customer stakeholders.

Director of support for the eastern half of the Americas at WordPress VIP, focused on implementing divisional strategies and helping teammates to find their focus and excel in their positions. Developed, coached, and led a consistently-recognized, high-performing, cross-functional team of support staff and support engineers. Shipped templates for bringing regular and expected performance review to the 1:1 process, several updated and upgraded processes and workflows for individual support work, and support interaction quality review processes.

Temporarily responsible for leading both an individual team and a team consisting of lateral lead colleagues. Launched continuous quality improvement efforts for the WordPress VIP organization, to find iterative improvements to processes and systems to improve the customer experience. Contributed to setting, tracking, delivering, and reviewing divisional OKRs across two quarters. Planned, led, and executed successful initiatives in improving support ticket backlog counts and response times.

Front-line support for Automattic’s Enterprise WordPress offering. Answered and triaged customer incident tickets, performed debugging and investigative work on customer issues, contributed to peer leadership of other support engineers, developed workflows for ticket acceptance and escalation, and defined most aspects of the job role from its inception through to the present.

Front-line support team member for the WordPress.com network of blogs, including first-line customer interactions, support, and problem solving. Sub-focus on policy enforcement, documentation and process improvement, and anti-spam.

Company-wide technology advocate and evangelist. Assisted print publishing departments in investigating and reviewing digital go-to-market strategies. Collaborated with engineering teams to initiate product development and planning. Oversaw corporate blogs implementation and creation; engineered company podcasting initiative. Worked with both video and audio production of various resources.

Paired with development teams to perform QA and testing during pre-launch phases of a digital hymnal platform. Helped establish early agile development practices and install logic for packaged product. Evangelized using open source platforms and products to solve problems and communicate with customers.

Performed basic technology analysis and strategy advisement. Researched and reported on trends and technology feasibility of implementation. Co-developed product technology standards for all multimedia products and served as committee chair.

Supervised
 launch,
 publicity,
 and
 marketing,
 including
 public
 speaking
 appearances
 and
 training workshops;
 authored 
internal 
and 
external 
product 
documentation; 
provided 
first‐line 
technical
 support via phone and email; 
managed 
online 
community 
presence 
through 
forums 
and 
blog; 
acted 
as 
contact 
point between 
customers 
and 
corporate staff; collaborated with programmer on creative direction and integrating
 customer feedback.

Coordinated assignments and coverage plans for Evo’s 250-plus-member volunteer corps. Contributed to overall operations strategy, including redesigning and iterating on live-event bracket logistics, for one of the largest esports events in the world. Refined and improved processes for gathering and analyzing post-event volunteer feedback for further improvements in upcoming years. Retained responsibilities from previous position.

Responsible for creating a top-tier experience for volunteer bracket referees at the largest fighting game esports event in the world. Assisted in managing and moderating the tournament Discord server, triaging and responding to incoming inquiries from tournament and event staff. Co-developed the onboarding meeting for Volunteer staff, educating bracket referees at Evo on best practices and expectations. Developed successful new tracking system for managing bracket check-out and turn-in, as well as rewards program execution.

At the live event, responsible for resolving or escalating tournament disputes as they arise, and triaging staff and attendee inquiries to best resolve issues.

Co-led tournament logistics and bracket supervision for two games with several hundred competitors each. Served as customer service representative for player grievances and bracket volunteer escalations.

Standing board member, involved in budgeting, resourcing, and planning discussions. Technical advisor regarding web and other social presence. Participant in most aspects of non-profit steering and fundraising to bring the music of JS Bach to the St. Louis community free-of-charge.

Tenor chorus vocalist, specializing in the works of the baroque and of Johann Sebastian Bach in particular.