Jul 2021 – Present · 4 yrs 9 mos · Seattle, Washington, United States

• Lead strategy and transformation for Coinbase’s global consumer support experience during a period of rapid growth, market volatility, and elevated public scrutiny. Repositioned support from a reactive service model to a strategic capability that strengthens trust, improves customer outcomes, increases automation, and contributes directly to revenue and operating leverage.
• Led the vision and shift from a traditional support model to a valued added program. Launching “Concierge”, a premium, personalized account management program for high-value customers that drove $30M+ in incremental annual revenue in year one.
• Scaled automation from 0% to 74% of interactions through LLM powered self service and agentic workflows, generating approximately $150M in annual operating savings.
• Established the company’s first multi-year CX strategy, aligning cross-functional teams in Product, Security, and Platform Engineering to address systemic customer pain points upstream.
• Developed cross functional operating mechanisms that supported hundreds of launches and global expansion efforts while reducing customer contact rate by approximately 50%.
• Built external trust and reputation, including becoming the highest rated crypto exchange globally by Trustpilot and the first and only Better Business Bureau accredited and A+ rated crypto exchange.
• Led the organization toward an AI first future by piloting agentic service models and redefining the role of support around automation, trust, and high value human intervention.