Director of Operations | Operations Excellence & Business Process Improvement | SaaS & Regional Operations Leadership | Syracuse, NY. Operations leader with 10+ years of experience spanning SaaS, B2B, and franchise management. I specialize in building the operational infrastructure that connects GTM, product, and customer outcomes — with a strong focus on procurement, contract negotiation, vendor management, and cross-functional execution. At Cabal, I lead Customer Success and oversee company-wide operations: GTM strategy, billing systems, contract renewals, SOC2/vendor compliance, QA, and onboarding. Previously at AdQuick, I scaled customer programs, implemented CRM and support systems, and partnered with sales to drive retention and post-sale growth. Across both roles, I’ve turned early-stage ambiguity into repeatable systems that reduce churn and enable long-term revenue streams. Before tech, I led regional sales and operations for a national facilities services company, managing P&L ownership ($1.2M), franchise development, client retention, and business growth. That foundation taught me how to move fast, act with intention, and take ownership from strategy through execution. I thrive in resource-constrained environments and excel at doing more with less — designing efficient systems, rescuing high-risk accounts, negotiating with vendors, and bridging the gap between product, sales, and customer success. Based in upstate New York. Proud dad of three. Recently completed the Buffalo Marathon. Always happy to connect with others scaling thoughtful CS and Ops in SaaS, and to discuss the evolving role of operations and procurement in driving growth.