As Senior Director of Customer Experience Platform Operations at Coinbase, I lead the shared services that power our global Consumer and Compliance CX organizations—including Data Analytics, Workforce Management, Vendor Management, Learning & Development, Quality Assurance, Content Strategy, and Incident Response. My team ensures that our CX operations are data-driven, scalable, and strategically aligned to enhance both customer experience and business efficiency. With 15+ years in regulated finance and consumer operations, I specialize in building and scaling global programs that drive measurable impact. My expertise spans analytics, operational strategy, risk management, and continuous improvement, with a deep focus on balancing quantitative rigor with qualitative insight to solve complex challenges. I thrive in ambiguous, high-stakes environments, where I craft practical, data-informed roadmaps to optimize resources and scale intelligently for long-term success. Passionate about operational excellence, I empower cross-functional teams to deliver results in dynamic, high-growth industries—ensuring our CX organization remains resilient, adaptive, and customer-focused.