Brilliantopia Corp.

Director of Strategic Operations
San Diego, CA | 2024 – Present

Built the operational infrastructure enabling Brilliantopia’s evolution into a tech-enabled agency with emerging SaaS/DaaS products. Designed systems, workflows, and cross-team processes that improved delivery quality, accountability, and execution speed.

Key Contributions:
• Architected end-to-end workflows, operating cadences, and QA systems used across all service lines.
• Built product-adjacent operations for identity resolution, BrilliantGraph™, and intent-based activation.
• Designed dashboards and reporting systems improving forecasting and internal visibility.
• Improved delivery reliability through cross-functional alignment and shared performance metrics.
• Supported GTM operations, demand generation structure, and leadership-level strategic planning.

Skills:
Strategic Operations • Systems Design • Workflow Architecture • Operational Reporting • Delivery Operations • GTM Operations • Program Leadership • Cross-Functional Collaboration

Loops

Director of Digital Operations
Remote | 2023 – 2025

Led operational execution for digital programs, creating scalable workflows and governance systems that improved delivery consistency and velocity.

Key Contributions:
• Built scalable digital delivery processes across creative, analytics, and product teams.
• Implemented sprint management, QA systems, and capacity planning models.
• Coordinated AI-powered personalization programs across multiple departments.
• Established KPIs and operational monitoring for digital performance.

Skills:
Digital Operations • Process Optimization • Sprint Management • QA Systems • Capacity Planning • Workflow Governance • Operational Planning

Uplers

Director of Customer Operations
Remote | 2018 – 2025

Oversaw global customer operations supporting $100M+ enterprise accounts. Built operational frameworks, customer health systems, and delivery processes adopted company-wide.

Key Contributions:
• Led teams from 5–100 across multiple time zones and service lines.
• Standardized ClickUp-based delivery operations across global teams.
• Implemented NPS programs and customer health frameworks, improving retention.
• Built cross-functional workflows linking delivery, support, strategy, and resource planning.
• Reduced churn through proactive risk systems and improved client visibility.

Skills:
Customer Operations • Operational Governance • Churn Reduction • Global Team Leadership • NPS Systems • Process Standardization • Client Delivery • Cross-Functional Ops

VSSL Agency

Director of Program & Digital Operations
San Diego, CA | 2014 – 2018

Directed program management and digital operations across 70+ clients, improving service consistency and internal efficiency.

Key Contributions:
• Built operational structures for design, development, and marketing teams.
• Implemented project governance, improving forecast accuracy and delivery predictability.
• Established client feedback loops and NPS systems.
• Designed workflows enabling scalable program execution.

Skills:
Program Management • Digital Operations • Workflow Design • Systems Thinking • Project Governance

Victory Team Apparel / Omni Cheer

Director of Digital & E-Commerce Operations
San Diego, CA | 2011 – 2014

Rebuilt digital and operational systems to support traffic and revenue growth.

Key Contributions:
• Increased web traffic by 20% and revenue by 33%.
• Directed a $150K ERP and e-commerce integration.
• Managed digital workflows and team alignment.

Skills:
E-Commerce Operations • Workflow Optimization • ERP Integration • Team Leadership

Earlier Roles (Condensed)

Intuit • Lynch Interactive • JP Communications • CIA Design
2000 – 2011

Held progressive roles across digital operations, program management, and workflow design. Developed core skills in cross-functional coordination, operational planning, and digital production systems—forming the foundation of later strategic operations leadership.

Skills:
Process Improvement • Digital Program Management • Operational Leadership • Team Coordination