DDI
Rebuilding a Reactive Support Function
Stepped into a support organization under 169% volume growth and rebuilt it into a proactive, measurable operation.
Read more →Open to Director / VP CX Operations roles
CX Operations & Business Operations Leader
20+ years building the systems that let support and ops organizations scale without proportional headcount growth. Currently focused on Director/VP CX Operations roles at B2B/SaaS companies.
I build CX and ops organizations by getting close to the people doing the work and the data behind it. I can sit with a field tech, a finance lead, or an engineer and actually understand their world, which is how I've built trust and driven change across six different industries: special education, internet infrastructure, luxury retail, leadership training, steel fabrication, and API/developer tools. That same instinct for data extends to the tools I use: I write SQL, build in Node.js, and I'm the person on the team who'd rather build the pivot table myself than wait for someone else to.
The throughline across every role: build the systems, automations, and operating cadence that let a support or ops org absorb growth, without simply adding headcount.
Three operational builds, each in a different domain.
Stepped into a support organization under 169% volume growth and rebuilt it into a proactive, measurable operation.
Read more →Designed and shipped a custom scheduling system that removed manual coordination and captured $700K in automation savings.
Read more →Hand-built a developer-facing API tool end to end — Node.js, SQL, and the operational wiring to support it.
Read more →From leaders who managed, partnered with, and were hired by Chris across DDI and Dyn.
"Chris consistently impressed me with his ability to blend strategic thinking with hands-on execution. Any organization looking to elevate its CX or SaaS operations would be lucky to have him."
"Chris served as a critical bridge between our customers and products. His ability to connect people, facilitate productive conversations and maintain focus on delivering value made him a trusted partner throughout the organisation."
"He continually challenged the status quo and partnered well with peers and brought out the best in those around him — judgment, leadership, growth mindset during periods of change."
"Chris represents a perfect balance of what our company is all about: community, culture & customers — a team player always committed to quality improvement."
"No one has been more instrumental in helping me 'become all I can be' in my career. The reason why we have such a strong Client Services team here at Dyn is because of the man that built it with his vision."
Open to Director / VP CX Operations roles at B2B/SaaS companies. The fastest way to reach me is email.