Hi, my name is Mark.

I work in customer experience, with a focus on the systems, workflows, and people behind it all. That includes how customers move through a business—and how teams support them along the way.

Over the past decade, I’ve led CX and support teams at growing companies, building out processes that scale without losing the human side of service. My work often sits at the intersection of operations, coaching, and strategy. I’ve redesigned help centers, rebuilt triage models, implemented skills-based routing, and developed onboarding journeys that actually reflect how customers behave in the real world.

As a manager, I’ve built and supported high-performing teams. I care deeply about the people doing the work, and I take pride in being the kind of leader who listens well, sets clear expectations, and doesn’t shy away from hard conversations. I coach with curiosity and directness, and I make space for others to grow.

I write about customer journeys, support strategy, and internal operations—not because it’s trendy, but because I’ve seen how much they matter. When the back-end systems work, when the team is set up for success, customers feel it. Everything gets a little smoother.

This site is a place to share that work. You’ll find articles I’ve written, projects I’ve worked on, and thoughts on building better CX from the inside out.

If you’re working on something interesting, or if you’re rethinking your approach to customer experience, feel free to reach out.