Dec 2024 – Nov 2025 · 11 mos

• Led company-wide transformation of customer experience and service delivery operations, modernizing workflows, tools, and engagement channels to scale efficiently while elevating customer outcomes.
• Embedded AI and automation into workflows to streamline customer intake, simplify the user journey, and eliminate friction - creating faster, more consistent, and intuitive customer experiences.
• Implemented a unified operating model that blends technology, process, and frontline empowerment - enabling teams to deliver moments that matter the most to customers, improving NPS, reducing friction, and scaling service without sacrificing service quality.

Sep 2021 – Dec 2024 · 3 yrs 3 mos

• Led national service operations for LegalZoom’s Entity Compliance Services platform, including Registered Agent and Virtual Mail, supporting over 1 million subscribers through lifecycle compliance, fulfillment, and engagement.
• Key Highlights:
• Integration of three acquisitions - unifying systems, teams, and processes to unlock operational scale and accelerate growth.
• Transformed the Virtual Mail business from EBITDA-neutral to a $20M+ annual profit contributor in under two years through customer growth, pricing optimization, workflow automation, and strategic cross-sell.
• Built a fully digitized, national fulfillment infrastructure to support national service delivery and enable scalable, cost-efficient operations.

Feb 2018 – Sep 2021 · 3 yrs 7 mos

• Following the acquisition of my company by LegalZoom, I led the continued growth of its B2B and Professional channel platform - scaling the subscriber base, expanding strategic partnerships, and launching new verticals beyond LegalZoom’s legacy footprint.
• Key Highlights:
• Scaled channel partner revenue 3x and EBITDA margins 5x in two years by productizing services, deepening strategic relationships, automating fulfillment, and optimizing pricing across new distribution channels.

Feb 2014 – Jan 2020 · 5 yrs 11 mos · Dallas, Texas

• Founded and scaled a Tech-Enabled SaaS platform offering business formations, registered agent, and compliance solutions. Built a recurring revenue engine serving 100,000+ customers, leading to a successful acquisition by LegalZoom.
• Key Highlights:
• Built and launched a recurring revenue SaaS model, combining legal services with a scalable automation engine.
• Named to the Inc. 500 list of fastest-growing companies three years in a row prior to acquisition.
• Led product development, GTM strategy, revenue growth, multi-vertical sales and service operations.
• Scaled nationally through automation, channel partnerships, and vertical expansion.
• Successfully exited via acquisition by LegalZoom in 2018.

Aug 2011 – Jan 2014 · 2 yrs 5 mos

• Owned end-to-end product and revenue strategy across B2B service lines. Led product modernization, expansion into new verticals, and development of partner GTM strategies.
• Spearheaded customer growth initiatives across new and existing segments.
• Drove multiple post-acquisition integrations focused on product alignment and revenue acceleration.

Jul 2007 – Aug 2011 · 4 yrs 1 mo

• Led global operations for JIT content and communication delivery across healthcare, legal, and hospitality verticals.
• Executed digital transformation from print-first to SaaS-enabled service delivery.
• Built systems that scaled content delivery and client support across enterprise account segments.

Feb 2005 – Jul 2007 · 2 yrs 5 mos

• Drove continuous improvement and Lean Six Sigma based process redesigns across manufacturing and service operations.

Jul 2007 – Aug 2011 · 4 yrs 1 mo · Los Angeles, California

• Led full P&L and post-acquisition integration after ViaTech acquired ACS.
• Oversaw all top-line and bottom-line performance; implemented go-to-market and operational consolidation strategies.
• Delivered double digit year-over-year revenue and EBITDA growth.

Mar 1999 – Feb 2005 · 5 yrs 11 mos

• Served in technical operations and systems engineering roles, with focus on mission-critical technology support and infrastructure readiness.