Selected Work
Execution outcomes that speak for themselves.
Real engagements. Measurable results. Systems that survived contact with reality.
- 11 engagements
- 9 domains served
- Fortune 500 + venture
- 10+ countries
Filtered · operations
Engagements that held under pressure.
Four POS Systems, One Report: Reporting Architecture for a 28-Store Retail Chain
Weekly reporting cycle from 3 days to same-day automated, Data freshness from 6-10 days old to 1 day old, Reconciliation discrepancies caught same day instead of 4-6 days later, Regional manager unofficial reporting retired
28-store retail chain got its weekly report on Thursday for data from the prior week. 6-month reporting architecture rebuild: same-day automated reporting, 1-day-old data, 3-day cycle eliminated.
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Churn Was Always a Surprise: Customer Success Operations for a 200-Account B2B SaaS
Annual churn reduced from 18% to 11%, 8 at-risk accounts recovered through early-warning outreach, QBR completion rate from 55% to 91%, Equivalent to $392K annual acquisition cost reduction at ACV of $28K
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Thirty Years of Tribal Knowledge: Systems Architecture for a Family Business Succession
131 of 147 incoming-leader decisions validated as consistent with founder reasoning, All 15 customer accounts renewed through transition, Founder achieved on-call availability within 10 months, 180 hours of tribal knowledge extracted and documented
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From Ledger Books to Integrated Operations: Digitizing a 320-Unit Property Management Company
Overdue rent balances reduced 67%, Monthly reporting cycle from 4 days to 2 hours, Complete maintenance history created for all 320 units, Property manager completed first vacation in 4 years with zero operational issues
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Six Databases, One Organization: CRM Consolidation for a Healthcare Nonprofit
Cross-constituency queries reduced from 4 days to 40 seconds, 40 hours/month reconciliation eliminated, 680 duplicate records resolved, Board reporting now reproducible and documented
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Field-to-Distributed: Rebuilding Operations Architecture for a 45-Person Development NGO
All 8 programs delivered without field access, Coordination meetings reduced from 18 to 6 hours/week, 2 coordination roles redeployed to programs, Month-end reconciliation reduced from 2 days to 4 hours
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From 4-Hour Average to SLA Compliance: Incident Response Architecture
4-hour response average moved toward 30-minute SLA, 15-minute escalation rule eliminated hero-mode debugging, 20 runbooks established with post-incident feedback loop
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Knowledge as Infrastructure: A KM System for a 200-Person Tech Services Firm
Knowledge capture integrated into workflow via definition-of-done gate, Onboarding time reduced, Institutional memory survived personnel transitions
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Operations Architecture for a 180-Person Global Operations Team
60% of escalations traced to handoffs, Framework scaled 30→180 people in 18 months, Survived 2 reorganizations, Onboarding time shortened
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Governance Scales Better Than Attention: A Multi-Venture Portfolio System
18+ ventures governed simultaneously, Decision bottleneck eliminated via rights matrix, Shared infrastructure coordinated through registry, Non-negotiable weekly/monthly/quarterly cadence
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Zero to Fifty Customers: The Minimum Viable Operations Stack
Per-customer onboarding: 2 hours → 15 minutes, Founder operational overhead reduced, Self-service onboarding enabled, 50-customer target reached
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