PROGRAM LEADERSHIP / PRODUCT OPERATIONS / PRACTICAL AI

I turn ambiguous problems into programs, AI agents, and systems people actually use.

Program leader and product-minded builder with 19 years across Apple and Verizon. I lead big, cross-functional programs that help teams move faster and work smarter, and connect executives, operations, users, and technical teams to get there.

19YEARS - APPLE & VERIZON
0-to-1AI TOOLS FROM REAL WORKFLOW GAPS
ExecutiveREADINESS & DECISION SUPPORT
Cross-functionalUSERS, OPS, DESIGN, DATA, ENGINEERING

About

My career started in frontline support and grew through team leadership, project management, AI tool-building, and senior-stakeholder program execution. That path gives me a practical view of how customer operations work, where tools break down, and what teams need before a process can scale.

I look for the unclear owner, the unreliable signal, the missing operating layer — not process for its own sake. Then I build a practical tool, tracker, workflow, or operating rhythm, test it against the actual work, and explain the result in language that leaders, product teams, and operators can act on.

Background

Work History

  • Project Manager, Learning & Development Operations Apple 2025 — Present
  • Engineering Support & Investigations Team Manager Apple 2024 — 2025
  • Engineering Support & Investigations Lead Apple 2021 — 2024
  • Senior Technical Support Advisor Apple 2017 — 2021
  • Supervisor / Training Developer / Operations Coordinator / Advisor Verizon 2007 — 2017

Certifications

  • Lean Six Sigma Black Belt - Kennesaw State University
  • Fundamentals of Project Management - Johns Hopkins University
  • Google Project Management Professional Certificate

How I Help

My strongest work sits where program delivery, customer operations, technology adoption, and executive communication meet.

Program Leadership

Scope, governance, readiness tracking, issue clarity, stakeholder alignment, and executive-ready status for work that starts unclear and needs to become operational.

Product Operations

Discovery, adoption planning, feedback loops, operating rhythms, and clearer handoffs between the people building systems and the people expected to use them. I sit inside the build — writing specs, running standups, deciding what ships this sprint — not just tracking status from the outside.

Practical AI Enablement

Tool discovery, workflow design, documentation, and adoption support that help non-specialist teams use AI in real work.

Customer Operations

Contact-center fluency, frontline reality, customer signal, process improvement, and decision-ready insight from 19 years inside Apple and Verizon support operations.

Proof that the work moves

These examples follow the same pattern: clarify the need, build the operating layer, align the right people, and leave behind something teams can use.

AI Product / Transformation

AI Tool Discovery Platform

Took the initiative to independently conceive, design, and ship an AI tool discovery platform — organically drew 20K+ hits in 90 days with zero paid marketing. Now used and recommended across the organization as a daily work tool, training resource, and onboarding aid, adopted by teams spanning engineering, hardware, training, and retail. It strips away the fear, friction, and fragmentation of navigating internal AI tooling, helping people work more efficiently regardless of their starting AI aptitude.

Nobody assigned this. I saw the gap, shipped it solo, and three separate enterprise teams reached out to partner on it before I told anyone it existed.

Technical Program Leadership

Launch-Readiness Infrastructure

Handpicked to represent a support organization tens of thousands strong on a confidential global initiative that's already moved 130+ people into new roles, with hundreds more in flight, while details were still changing — managing ambiguity by building structure before the plan itself was settled, and trusted with restricted-access work ahead of the program's own core team. Built a live tracker giving leaders real-time status across 7+ workstreams, and independently verified execution accuracy across 3 global regions.

Independently verified the numbers myself — caught and corrected a methodology flaw before confirming zero discrepancies across all three regions.

AI Document Intelligence

Searchable Workflow Tool

Replaced a stalled 66-document manual audit process with a self-built workflow tool — optimizing a process that had no owner and no tooling — featuring keyword search, tagging, and audit tracking.

A search request that used to take an estimated week was completed live in 3 minutes. A platform engineering team saw the demo and pulled it into their roadmap — now in sprint grooming to ship into a production platform serving thousands of users annually.

Leadership & Enablement

Programs People Could Understand And Use

Designed leadership summit materials, engagement systems, dashboards, FAQs, and operating updates for a 300+ person organization — communicating clearly enough that teams could understand changing work and act with more confidence.

Also coached three colleagues through competitive internal selection processes — all three secured the target role after a prior rejection.

How I Work

I build with people, not around them — every tool, agentic solution, or system I ship gets shaped by the people who'll actually use it, tested against their real work before I call it done. That's how programs actually move: people who trust the system, using it.

Outside of work: husband, father, and a tinkerer who's happiest in the woodshop or outdoors.