Who am I? I am a devoted Senior Manager with over 15 years of leadership experience across diverse industries. My career includes managing high-impact projects for global leaders such as Google, IBM, Apple, Accenture, and Unilever. I have a proven track record of successfully overseeing B2B/B2C Service Operations, Marketing, E-Commerce, and Android App development. Beyond my core leadership roles, I’ve frequently stepped in to add value as a Project Manager, Product Owner, and leveraging my HR background and multilingual skills, as an interim Talent Acquisition Manager.
My Philosophy and Work-Life Balance The last decade has reinforced my desire to remain close to my family while doing what I do best professionally. My experience during the pandemic proved that a remote or hybrid environment allows me to be at my most productive. It provides the necessary balance to keep my energy focused where it matters most: on delivering excellence in my role and supporting my family.
Beyond the Office I am an Anglia University (Cambridge, U.K.) alumnus and a proud father of 14-year-old twins, Mel and Diogo. When I’m not at my desk, you’ll find me on the rugby pitch. I am an active Touch and Veteran player, a U16 Club Director, and a member of the Board. Whether on the field or in the office, my approach is defined by the core values of rugby: respect, discipline, community and the drive to help every teammate reach their full potential.
Global Operational Leadership & Scale: Direct a multi-site organization of 200+ FTEs across San Francisco and Cork, orchestrating seamless service delivery and process transitions while maintaining high-performance standards in a fast-paced global environment.
Strategic Brand Protection & QA Governance: Architect and enforce robust Quality Assurance frameworks across all product categories and distribution channels; ensuring responsibly-sourced merchandise and standardized processes that safeguard the brand’s integrity and market reputation.
Customer Lifetime Value (LTV) & Advocacy: Drive long-term profitability by developing customer-centric strategies that increase product adoption and advocacy; transforming the service department into a growth engine through exceptional support and industry-leading best practices.
Cross-Functional Strategy & Financial Performance: Serve as a Trusted Advisor and strategic partner to the executive team, aligning customer service initiatives with global financial goals and business priorities to ensure high-impact ROI and operational transparency.
Risk Management & Policy Transformation: Lead the end-to-end development and rollout of global customer service policies and monitoring systems; proactively identifying operational risks and implementing "best-in-class" procedures to ensure organizational compliance and resilience.
Company Description
Zazzle is an American online marketplace that allows designers and customers to create their own products with independent manufacturers (clothing, posters, etc.), as well as use images from participating companies. Zazzle has partnered with many brands to amass a collection of digital images from companies like Disney and Hallmark. Zazzle claims to have over 300 million unique products listed on the site.
