AI Operations · Program & Product Ownership
I take support AI from vendor scorecard to production.
Thirteen years in support operations. Certified Scrum Product Owner and Scrum Master. I own the full lifecycle of a conversational AI platform: discovery, migration, delivery, and the daily product operations that verify the bot gives customers correct answers.
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Case study
Etsy: owning a live support AI migration end to end
As Chatbot Technical Lead (contract via Braintrust), I ran the support AI program from discovery through delivery to post-launch operations for one of the largest e-commerce marketplaces. The destination platform is Sierra, the AI agent company founded by Bret Taylor. The bot kept answering customers the whole time.
Select the platform with evidence
Ran a three-month vendor evaluation: seven vendors assessed, three hands-on POCs scored on a weighted rubric covering Zendesk integration, API and metadata handling, and KB-only language performance. Presented the recommendation to stakeholders and completed contracting.
Define the migration backlog
Audited the outgoing platform's intents, flows, and integrations, then split the findings into day-one requirements the new platform had to replicate and items worth rebuilding better. That audit became the migration backlog.
Ship connectors and the knowledge base
Built connectors into the surrounding support stack and curated the knowledge base the platform draws from, so answers come from maintained sources instead of stale articles.
Verify, correct, and cut volume
Own the post-launch loop: review what the AI tells customers, flag wrong answers, and fix the root cause in the knowledge base. Expanded automations and bot-only workflows have cut ticket volume roughly 18%.
Try the job
Spot the bad bot answer
This is the core of AI response QA. A marketplace customer asked about returning a custom order, and the bot replied below. One sentence is wrong. Click the one you'd flag.
CUSTOMER: "Can I return a custom order I bought from a shop?"
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Experience
Thirteen years of support operations
Customer support, support operations, and technical support. I've worked all three, so I know what a platform has to do for agents before it can do anything for customers.
Chatbot Technical Lead (contract via Braintrust)
Own the support AI program end to end: vendor selection, migration, connector delivery, knowledge base curation, and production response QA. Expanded automations have cut ticket volume roughly 18%.
Customer Care Operations Lead
Coordinated operations for an 11-person care team on Fluent's CRM. Cut average handle time and time-to-resolution roughly 20% through Zendesk macros, better intake quality, and targeted training.
Conversational AI Guardrails — large social media platform
Project work on guardrails for a large social media platform's conversational AI: evaluating model behavior against policy and flagging responses that cross the line.
Zendesk Administrator, Support Operations
Led a full Zendesk rebuild: workflows, automations, SLAs, macros, and reporting. Self-service and deflection rose roughly 18%, and KPI dashboards gave Support leadership faster answers.
Zendesk Guide Specialist — Supplier Hub
Owned Supplier Hub knowledge base operations in Zendesk Guide: information architecture, content standards, and closing content gaps with the Supplier Collaboration team.
Support roles at Concentrix, Mailchimp, and Sage
Frontline customer support, support operations, and T1/T2 technical support, including Apple's support line on Concentrix's contract. The foundation for everything above: how support actually works when volume is real.
Paramedic, Grady Health System, Atlanta
Emergency medical response before the technology career: rapid assessment, triage, and time-critical decisions under real pressure.
Pride ERGs across four companies
Helped found the Sage Pride ERG and helped lead Calendly's. As a member of the Mailchimp and Etsy Pride ERGs, organized and led volunteer efforts.
Skills
Rated honestly
Verifying AI answers for a living makes you allergic to inflated claims. Here's exactly where I stand.
Hands-on ownership
- Program & product ownership — Etsy support AI, discovery through production
- Sierra platform administration — current, in production
- Zendesk — full instance ownership; Administrator and Guide Specialist certified
- Knowledge base architecture & curation
- AI response QA and correction loops
- Python — hands-on scripting
Working familiarity
- SQL / MySQL — queries, not database administration
- Power BI — running and adapting existing reports
- Salesforce — user-level, not admin
- ServiceNow — ticket submission and fulfillment
Certifications: Certified Scrum Master · Certified Scrum Product Owner · Certified Agile Leader · Atlassian Agile Project Management Professional · Zendesk Administrator · Zendesk Guide Specialist
Off the clock
The rest of the picture
Nine animals share my house: four cats (Ursula, Picard, Origin, and The Kitten), two snakes, two geckos, and a lizard. I make things by hand, from spinning my own yarn for knitting and weaving all the way up to blowing glass. I'll happily debate any era of Star Trek, and I maintain that Star Wars is fantasy, not science fiction.
Contact
Hiring for AI operations, program, or product work?
I'm available for full-time and contract work, remote or onsite in metro Atlanta. I've worked remote since 2017, so distributed teams are my default operating mode. Open to contract engagements in AI platform migration, knowledge base curation, and Zendesk administration.
Email me