New York, New York, United States
With over a decade of leadership experience, I focus on turning complex operational challenges into structured, scalable solutions. At AWS, I have built and led support programs for emerging Generative AI products, including Amazon Bedrock, working across global teams to improve customer experience and drive readiness at scale. I am known for championing the voice of the customer and rallying cross-functional leaders to act on that perspective. I am comfortable operating in ambiguous environments, managing multiple work streams, and bringing clarity to cross-functional efforts. My approach centers on collaboration, trust, and delivering outcomes tied to measurable business goals.
-Coordinate cross-functional teams to drive program delivery and ensure alignment across stakeholders. -Define and track KPIs and metrics to measure program health
Strategic Leadership & Launch Impact -Led cross-organizational coordination across global support engineers and leaders, supporting Amazon Bedrock from internal launch through global General Availability. Played a key role in preparing support teams for the ongoing launch of new partner models, including Anthropic Claude, Meta Llama, Stability AI's Stable Diffusion, and Amazon Nova, ensuring customers received informed and effective support at launch. -Developed and executed year-long strategies to mitigate risk and improve customer experience, contributing to a meaningful reduction in Amazon Bedrock support escalation rates. -Authored and presented operational reviews to senior leadership, translating program outcomes into clear business narratives with measurable goals and roadmap objectives. Technical Program Leadership -Designed and drove adoption of a technical education curriculum for AWS support engineers globally, achieving high completion rates and reducing average case resolution time through effective stakeholder management. -Identified operational inefficiencies and influenced the development of custom tooling that meaningfully reduced initial troubleshooting time and generated substantial monthly time savings across support teams. Recognition & Previous Experience -Recognized as an AWS Support Engineering Launch Hero for leadership during critical service launches, and received the Service Team Relationship Award for cross-team collaboration and supportability improvements.
Altourage is a client-focused managed service provider created through the merger of Cartwheel and Clinic IT. Serving the financial, tech, professional services, and nonprofit sectors, we empower our clients to harness the evolving power of technology through our technical expertise, unparalleled drive to treat people well, and commitment to imagine a better way.