About
The scenic route to operations.
I did not take the conventional path to this work. I did not go to a four-year university. I do not own a tie. Not long ago I never could have imagined being where I am.
Before all of this, I thought my career was in tourism. I was an adventure guide, all in on leading bike tours, and I did it across the United States, Bolivia, and Colombia. The plan was to start my own agency one day, or settle in as a touring guide for good.
Then a seasonal downturn sent me looking for temporary work, and I took an entry-level job as a support chat rep. It was supposed to be a stopgap. Instead it showed me something I had not expected: almost every skill I had spent years building as a guide carried straight over to leading in operations.
Guiding taught me how to:
- Work with people from every background and discipline
- Learn on the job, fast
- Manage time and itineraries when the plan changes
- Set the tone for a group
- Coach people of every skill level
- Spot risk early
- Read new information in real time and respond as things develop
- Set expectations honestly
- Help people make progress in stages and still have the time of their lives
The titles changed. The work underneath never did.
Here is what I also learned. Most people, however talented, do not have those skills. And the most brilliant subject-matter experts will still make mistakes that were easy to avoid. Turning an idea into something real takes a particular mix: a wide-angle lens, attention to detail, and enough humility to keep checking your work.
As I grew out of that support role, my ability to adapt did not just help me move up. It helped me deliver for the customers I served. Support rep, sales engineer, technology solutions lead, operations manager, customer success manager. Behind every one of those titles was the same thing: a problem to solve, a plan to carry out, and a result waiting on the other side.
Now
What I do today.
I help teams close the gap between the plan and the execution. Through writing, coaching, and hands-on operational work, I help leaders scale their processes, grow their teams, and deliver on the promises they make to their customers.
- 15 years
- in operations
- 8 years
- deep in HubSpot
- A-CSM
- Advanced Certified ScrumMaster
- Solutions Partner
- HubSpot certified
I have run revenue and team operations inside staffing, healthcare, ministry, and B2B SaaS. A deliberately strange combination, and the reason this site exists.
Beyond the work
Off the clock.
A short, human paragraph goes here: family, what I do when I am not in the work, and what keeps me grounded.