Customer Experience & Operations Leader · Boston
Hi, I’m Andy.
A Boston-based leader who’s just as comfortable in the weeds as in the strategy — building scalable systems, seamless customer experiences, and empowered teams that make things feel a little easier.
How I work
A systems thinker who leads with clarity.
Systems thinking
Technical fluency to connect tools, data, and teams into one coherent experience.
Hands-on with AI
Practical automation and AI that helps customers without ever blocking a human.
Clarity & curiosity
Lead from the front with a clear strategy and a genuine drive to keep learning.
Startup grit
Strategic execution in resource-constrained environments — build, ship, refine.
Selected work
Projects that made things easier.
A mix of CX strategy, operations, and the systems behind them — for customers and the teams supporting them.
AI Chatbot & Self Service Transformation
Embedded an AI chatbot that answers 60% of tier-1 questions from 700+ articles, videos, and guides — cutting contact rate nearly in half and deferring 4–6 hires while the business grew.
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Scaling Teams with Purpose
Led a collaborative effort to define our team values and live by them — building a culture of growth and ownership, with many team members promoted from within.
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AI-Driven CX Experiments
Built a custom, AI-powered search experience — a Pinecone vector database and OpenAI APIs enabling summarization and natural-language filtering — and shipped it production-ready, caching, rate limits and all.
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Personalized Customer Communications
Led retention strategies using customer health data and proactive, personalized communication — a “month-in-review” email and personalized video that drove a 2× click rate over plain text.
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Customer Onboarding & Enablement
Rebuilt customer onboarding with automation, health scoring, and alerts — cutting it from 60 to 40 days with a smaller team — and launched a LearnWorlds academy that reached 1,000+ learners in six months.
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Voice of the Customer & Reporting
Turned NPS, surveys, and severity scoring into synthesized insight that shaped decisions — and built the reporting behind it — contributing to 70 NPS and top-tier partnerships with Indeed and eBay.
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Redesigned Unboxing Experience
Led a packaging redesign at a key early onboarding touchpoint — lifting conversion 4+ points and cutting costs 6%, with no increase in shipping damage.
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Technology Implementation & Ownership
Led the migration to Zendesk and personally owned the team's tech stack — custom workflows to track ticket topics, integrations for smooth collaboration, and customer-context data for proactive support.
More detailsLeadership & results
Built and led a remote, international team of 25.
Across CX, Customer Success, and Operations — ICs and managers delivering standout results, lowered churn, and faster time-to-value.
What people say
Trusted by the leaders I've worked with.
Andy is a star, and the main reason Customer Service is one of Workable's main competitive advantages.
If you're building a team to deliver an awesome experience, forging new ground in a resource-constrained environment, you want to count Andy in.
Andy understands our products, customers, and teams at an unparalleled level — with an ability to create efficient processes that help everyone perform at their best.
About me
Great CX is built on aligned teams and smart systems.
I like work that solves real problems and makes things feel just a little easier — for customers and the teams supporting them. I pair startup grit with strategic execution, and I’m equally comfortable in a strategy doc or hands-on in the tooling.
Outside of work, I’m a few things at once:
Currently building
- Interactive, agentic AI demos — exploring what’s next in CX.
- Functioning Human — a consumer goal-finishing platform.
- Hey Vitae — a dedicated job-searching tool.
Let’s talk.
Open to new opportunities, interesting challenges, and good conversations. Reach out anytime.