Houston, Texas, United States
I build the operational infrastructure that makes complex organizations execute consistently at scale. With 6+ years across high-growth SaaS and healthcare technology, I specialize in translating strategic vision into clear, repeatable frameworks that cross functional teams can actually execute against. My background spans program management, organizational change and enablement infrastructure, giving me the ability to identify where friction lives and build systems that remove it permanently. That means working across Product, Engineering, Operations and GTM to bring structure to ambiguity, align competing priorities and create the kind of execution clarity that sticks long after the project closes. I do not just manage programs. I build the operational foundation that makes everything around them run better.
Promoted into a senior capacity to lead cross functional program initiatives across the organization. Partnered with executive stakeholders to translate organizational priorities into structured programs, supported QBR facilitation and stakeholder workshops, and delivered performance dashboards and strategic recommendations that directly influenced product investment and roadmap decisions.
Joined Laudio as the first person ever hired into this role, building the entire program and operations function from scratch with no existing playbook or infrastructure. Co-built and launched the company's internal Learning Management System, establishing governance standards, content frameworks and performance reporting that created a scalable foundation for organizational readiness. Designed a Voice of Customer program synthesizing 400+ insights into executive facing business cases, directly influencing $3M+ in product investment. Built structured implementation operating models across 14 enterprise healthcare implementations, reducing time to value by 25% and improving platform activation by 40%.
Made a deliberate move into the technical side of SaaS to understand how engineering and product teams actually make decisions. Served as a cross-functional bridge between support, Engineering, and Product while mentoring Tier 1 agents and building knowledge transfer systems that improved team consistency. Standardized escalation frameworks across Fortune 500 enterprise accounts, contributing to a 12% system performance improvement and protecting $3M+ in retained revenue. This chapter gave me a technical fluency that makes every enablement program I build more grounded and effective.
Led a multi-region team of 14, designing the performance frameworks, governance models, and onboarding systems that defined how the team operated and scaled. Directed organizational change initiatives impacting 1,000+ stakeholders during major platform transitions, maintaining 98%+ satisfaction and delivering $2M+ in operational efficiencies. Partnered cross-functionally with Product and Engineering to identify workflow gaps and influence tooling decisions that benefited the broader organization.
The purpose of ELEVATE is to serve as a mechanism for Black employees at Yext to provide growth opportunities, build a sense of community, and make positive contributions to the greater Black community through our work as an Employee Resource Group.
Designed quality management systems and escalation protocols that reduced escalations 18% and improved operational accuracy 12%, with frameworks that were later adopted as company-wide standards. Built documentation governance standards that became foundational best practices across the support organization and developed performance reporting that enabled data-driven decision-making for department leadership.