Hi, I’m Brandon.
Customer Experience and Operations leader with 15+ years driving enterprise and AI transformation across digital platforms, support systems, and omnichannel operations. I partner with executive teams to modernize service delivery, scale customer engagement, and implement data-driven strategies that improve operational performance and customer outcomes.
Leadership Philosophy
Operational Empathy
I believe great leadership starts with understanding the realities that teams and customers face every day. Operational empathy means designing systems, processes, and experiences that reduce friction, create clarity, and support people in doing their best work. By staying close to both frontline teams and customer needs, I help organizations build trust, improve collaboration, and drive meaningful outcomes at scale.
AI & Customer Care Transformation
I view AI as a tool to augment human capability, not replace human connection. The most impactful transformations happen when technology empowers teams to work smarter while preserving empathy, creativity, and customer trust. I lead with a balance of data-informed decision making and human-centered thinking to align organizations around scalable experiences that improve both business performance and customer outcomes.
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Strategic Systems Thinker
Translating business goals into customer-centric AI strategies, ensuring every automation or conversational flow strengthens brand trust and operational efficiency.
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Human-Centered Innovator
Advocating for conversational design grounded in psychology, linguistics, and emotion — ensuring automation feels natural, inclusive, and supportive.
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Cross-Functional Change Leader
Building trust, communicating vision clearly, and empowering teams to adapt to new tools and ways of working with confidence.
My Projects
Flock Safety
Led enterprise AI transformation for Flock Safety’s omnichannel customer operations, redesigning support systems across chat, voice, and email to improve scalability, resolution performance, and operational efficiency.
Reimagine Ford.com
I partnered with global leadership teams at Ford Motor Company to transform the digital vehicle-purchasing experience, helping to evolve the customer journey from traditional dealership models to scalable online buying experiences.
Dominion Energy
I led cross-functional teams at Dominion Energy in launching customer-focused mobile applications that modernized digital engagement, improved energy management capabilities, and advanced the company’s broader customer experience transformation strategy.
Snagajob
I partnered with cross-functional teams at Snagajob to modernize platform dashboard experiences, aligning user insights and stakeholder priorities to define the future vision for workforce scheduling and hiring solutions serving both employers and hourly workers.
Advance Auto Parts
I led cross-functional initiatives at Advance Auto Parts supporting the launch and evolution of the company’s ecommerce platform, helping modernize the digital customer experience and expand online growth within the automotive retail market.
What people say about me
"Brandon’s leadership, strategic vision, and ability to align teams were instrumental in the success of this transformation initiative. His executive influence and operational leadership drove meaningful business outcomes, resulting in more than $250,000 in annual savings, with AI containing over 30% of support volume."
Chris Colwell, SVP of Customer Experience
Flock Safety
"Brandon's skills were highly sought after and recognized by both leadership and individual contributors. He is the type of person you want on your team. He dares to challenge, offers solutions, and lifts everyone up with his willingness to lead, coach, mentor, and be mentored. I would highly recommend Brandon for any position."
Paige Nunn, Voice of Customer Strategic Advisor
Dominion Energy
"Brandon has revolutionized our Support infrastructure by delivering AI solutions across chat, voice, and email in record time. His ability to build a team, design for the future of our service, and execute quickly has been exemplary."
Chris Vetrano, Director of Customer Experience
Flock Safety
"Brandon brought strong strategic vision and leadership to this initiative, helping shape the direction, align stakeholders, and drive execution from concept to launch. His ability to connect customer needs with innovative solutions played a key role in delivering meaningful impact for our internal teams and customers."
Stacey Moore, SVP of IT
Flock Safety
"Brandon is people-centered, empathetic, and curious storyteller with a passion for solving problems. Everything he does - creating, thinking, and doing - is in service of people (clients, customers and employees). You want him on your team asking questions, inspiring colleagues, and setting the bar for quality content and problem solving."
Janell Hancock, Customer Experience (CX) & Innovation Strategy Consultant
Publicis Sapient
Reach out
I’d love to connect and explore whether I’m the right fit for your team.
