The Work

The patterns I fix.
The systems I build.

These are the types of problems I've spent 10+ years diagnosing and solving. Names are anonymous by design — COOs talk to each other, and confidentiality is non-negotiable. What matters is whether the scenario sounds familiar.

Series B SaaS  ·  B2B  ·  Full Bottle
The Product Launch That Broke Everything
A product team shipped a major feature. Support volume tripled. Sales started answering tickets. Nobody knew who owned what — and customers felt all of it.
What was broken
  • –No launch readiness system existed
  • –Support team was not pre-enabled on the feature
  • –Sales pulled in to cover ticket overflow
  • –Customers getting inconsistent answers
What we built
  • –Launch readiness protocol across Product, Support, and CX
  • –Pre-launch enablement checklist and sign-off process
  • –Clear ownership matrix for surge scenarios
  • –Communication templates and escalation paths
What changed
  • –Sales returned to pipeline-focused work
  • –Support resolved tickets faster with consistent answers
  • –Next launch managed without volume spike
  • –Team confidence in launch process restored
The Champagne Cascade™ — how the breakdown traveled
Product launch
→
Support spike
→
Sales pulled in
→
Inconsistent answers
→
Customer confusion
→
Eroded trust
Series C SaaS  ·  B2C  ·  The Pour
When Hiring More Made It Worse
The board asked why adding 40+ headcount hadn't improved output. Leaders were firefighting full-time. Teams had burrowed into silos. Nobody owned the cross-functional picture.
What was broken
  • –No cross-functional operating rhythm
  • –Duplicate systems across teams (Wrike vs Asana, Slack vs Teams)
  • –Assumed ownership creating gaps and overlaps
  • –Inconsistent onboarding across all new hires
What we built
  • –Cross-functional RACI and ownership model
  • –Unified tooling decision + migration plan
  • –Leadership operating cadence and decision rights
  • –Standardized onboarding program across all teams
What changed
  • –Leaders reclaimed 15–20% of time from firefighting
  • –New hires ramping faster with aligned expectations
  • –Cross-team decisions made in days, not weeks
  • –Board visibility into operational efficiency restored
The Champagne Cascade™ — how the breakdown traveled
Headcount surge
→
Silo formation
→
Ownership gaps
→
Leadership firefighting
→
Burnout
→
Stalled output
Series B SaaS  ·  B2B  ·  The Reveal
The Company Survey That Exposed Everything
Employee scores dropped. Leadership was blindsided. Attrition was creeping in and nobody had connected the internal system failures to the cultural ones — until we mapped it.
What was broken
  • –Unclear ownership creating compounding friction
  • –Disengaged employees absorbing others' dropped work
  • –Leadership unaware of how deep the frustration ran
  • –No structured feedback loops between teams
What we built
  • –Full cross-functional workflow and ownership audit
  • –Friction point identification by team and function
  • –Leadership readout with actionable priority roadmap
  • –Structured feedback loop design for ongoing visibility
What changed
  • –Leadership had a clear picture of root causes for the first time
  • –Highest-friction areas addressed in 30-day sprint
  • –Next survey cycle showed measurable engagement lift
  • –Attrition risk identified and addressed proactively
The Champagne Cascade™ — how the breakdown traveled
System friction
→
Employee disengagement
→
Work absorption
→
Quiet attrition
→
Morale collapse
→
Customer impact
Domain expertise

Where the work tends to live.

Cross-functional Operating Systems
Aligning how Sales, CX, Support, Product, and Ops collaborate — cadences, decision rights, communication architecture, and shared accountability.
Support Infrastructure & Scaling
Building support operations that can absorb growth without breaking — queue management, triaging, knowledge bases, escalation paths, and agent enablement.
Product Launch Readiness
Designing the cross-functional systems that prevent launch chaos — enablement, communication, capacity planning, and feedback loops before a single ticket arrives.
Leadership & Onboarding Infrastructure
Replacing tribal knowledge with systems — onboarding programs, documentation standards, knowledge management, and leadership operating rhythms that actually work.

Does any of this sound familiar?

If you're seeing yourself in these scenarios, it's not a coincidence. Let's talk about what's actually happening inside your business.

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