Two Paths to Operational Excellence

Whether you need a targeted fix for a broken process or ongoing strategic leadership to guide your growth, I offer flexible models designed to deliver impact without the overhead of a full-time executive salary.

Fractional Director of Customer Experience

Best for growing companies that need executive leadership but aren't ready for a full-time hire

Scaling a service team requires more than just adding agents; it requires a centralized strategy, performance scorecards, and continuous process improvement. I integrate with your company as a part-time, high-level strategic advisor to build the machine your team runs on.

How it works:

  • Strategic Oversight: I define your department's KPIs, quality assurance rubrics, and technology roadmaps.

  • Asynchronous Execution: I handle the deep-focus analytical work, SOP creation, and process design outside of your daily operational noise, delivering completed frameworks ready for implementation.

  • Leadership Mentoring: I conduct focused, weekly advisory syncs with your internal managers to upskill your leadership team and ensure strategy is executed.

Commitment: Monthly Retainer

CX Operational Diagnostic

Best for identifying immediate bottlenecks and tech-stack bloat

This is a focused audit of your customer experience operations. I act as an impartial diagnostician to find exactly where your team is losing efficiency and provide a pragmatic roadmap to fix it.

What is included:

  • Deep-dive review of your current SLA performance and ticketing data.

  • Audit of your CRM, telephony, and vendor contracts to identify wasted spend.

  • A "Friction Report" highlighting your top 3 operational bottlenecks.

  • A prioritized Action Plan with specific recommendations for workflow optimization.

Timeline: 2 Weeks

Investment: Flat Project Fee