Customer Experience & Commercial Operations Leader with 15+ years aligning enterprise strategy, operations, and customer experience across omni-channel environments to drive sustainable revenue and business growth. I build the operating infrastructure for a company to keep its promises to the customer at scale and ensures the commercial discipline that turns that promise into measurable business performance. I sit at the intersection of customer experience and commercial operations, translating enterprise strategy into execution that holds up at every touchpoint, across both product and service-based businesses, and every hand-off between digital and in-person commerce. In my current role as Senior Director of Omni Customer Experience, I hold end-to-end accountability for the customer journey across DTC channels and oversee the commercial and operational functions that ensure the brand promise is met: Customer Experience, Service, Order Management/Fulfillment, Returns, CX Operations, and Loss Prevention. This role is where strategy meets frontline reality and commercial outcomes converge: aligning customer-facing teams, service delivery, and backend operations so the customer experience is seamless and so every touchpoint contributes to revenue, retention, and margin.