I write about how organizations really work: how leaders lead, how processes run, and what happens to people when things change.
For decades I have led the operations that keep organizations running: customer care, quality assurance, training, workforce management, and service delivery. I have done that work in automotive, banking, insurance, healthcare, higher education, technology, and business services, including programs supporting Fortune 100 companies.
Along the way I learned that most operational problems are not really technology problems or people problems. They are process and leadership problems that show up as technology and people problems. This site is where I share what I have learned, what I am still figuring out, and what the research says.
What I Focus On
- Leadership and accountability: setting clear standards and coaching people to meet them
- Process improvement: finding root causes instead of patching symptoms, using methods such as Six Sigma and Scrum
- Technology and change: bringing in new systems, including AI, in ways people actually adopt
- Workforce and engagement: hiring, training, certification, and listening to employees
- Customer operations: contact centers, customer care, and quality programs
Experience
My career has included directing contact center and service delivery operations, leading a university call center that supported enrollment and clinic patients, and managing client relationships for an outsourcing firm serving global technology and financial services companies. Today my work centers on process improvement and organizational transformation: standardizing operations, modernizing systems, and building training and certification programs.
I have also managed and mentored contact center executives and aligned departments across entire enterprises, work that taught me how much depends on the people in the middle of the organization.
Education and Research
- Ed.D., Organizational Leadership, with a minor in Human Resource Development
- M.S., Employment Law, magna cum laude; Dean’s List, four terms
- MBA, with a Graduate Certificate in Leadership
- B.S., Business Administration; Dean’s List
- Bachelor’s degree, Computer Science
My doctoral research examined how implementing new technology affects the leaders responsible for putting it in place. My current interests include how service quality can scale as organizations grow and how AI affects frontline employees in different roles. You can read more on the Research page.
How I Approach This Work
I believe recommendations should rest on evidence and clear reasoning, and that early observations should not be mistaken for proven findings. I also believe that efficiency and a good employee experience are not opposites. The best operations deliver both.
Let’s Connect
If you lead or support operations, I hope you will join the community and add your perspective to the discussion. For speaking invitations, interviews, or other inquiries, please use the contact form.
The views on this site are my own and do not represent any current or former employer.