About David
Technical Program & Customer Operations Leader with 20+ years of experience driving operational excellence, automation, and platform reliability across enterprise and SaaS ecosystems. Proven success leading cross-functional Agile programs, implementing Salesforce and ServiceNow at scale, and applying AI-driven insights to improve service delivery, uptime, and customer experience. Known for uniting engineering, operations, and product teams under a single reliability framework that balances innovation, scalability, and automation.
Drives measurable improvements in uptime, scalability, and customer experience through data-driven automation and intelligent service design.
Highlights
· Directed operational readiness and platform delivery across multiple Apple business units —including Sales, Retail SMB, Channel Contact Center, People (HR), Travel, Shipping, and Commute Services—implementing a unified small contact-center solution supporting 5K users and achieving $8.8M in annual savings through optimization and automation.
· Supported AppleCare and Retail Contact Center technology platforms during global product launches, ensuring reliability and capacity readiness during pre-order surges exceeding 1M calls.
· Scaled customer support and enablement operations during $23M → $1B SaaS hypergrowth, sustaining 98.7% CSAT and achieving a 20% reduction in support calls by designing and implementing a Salesforce-powered Community Platform that enabled peer-to-peer issue resolution.
Skills
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Agile
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Change Management
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Contact Center Optimization
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Continuous Improvement
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CRM
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Cross-Functional Leadership
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CX Transformation
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Data Storytelling
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Incident Management
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KPIs & OKRs
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Machine Learning Enablement
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Operational Dashboards
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Platform Reliability
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Portfolio Management
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Predictive Analytics
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Process Optimization
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Program Governance
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Project Management
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Risk Mitigation
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SaaS Scalability
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Salesforce
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Service Delivery
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ServiceNow
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SQL
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Strategic Planning
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Support Enablement
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Workflow Automation
Work Experience
2018-Current
Senior Manager, Program Operations – IS&T Customer Systems
Apple
- Lead NPI (New Product Introduction) planning, load testing, risk management, and reporting solutions supporting Apple’s customer systems.
- Oversee platform reliability and event-readiness planning for AppleCare and Retail Contact Center operations during major global product launches, ensuring continuity during multi-million-call surges.
- Directed delivery of a small contact-center solution spanning multiple business units (Sales, Retail SMB, HR, Travel, Shipping, and Commute Services), achieving $8.8M annual savings and supporting 5K users globally.
- Led automation initiatives within this platform, improving performance and reducing manual intervention by 40%.
- Partner cross-functionally with Engineering, TechOps, and Global Ops to provide risk visibility, service reporting, and load- test readiness for key operational milestones.
- Contribute to framework improvements that unify engineering and operations under a single reliability model supporting predictive capacity management.
2016-2018
Manager, Client Services & Technology – IS&T
Apple
- Led and personally executed A/V system installations, upgrades, and optimizations across executive listening rooms, collaboration spaces, and production environments for Apple Music, Beats, and Apple TV+, reducing failure rates by 75% through system simplification and removal of failure points.
- Oversaw implementation and on-site training for collaboration tools (Box, Jabber, Slack) across all remote studios, achieving 90% adoption through hands-on, instructor-led training sessions.
- Established an internal Learning Center that reduced IT tickets by 30% and improved the CSAT score across production teams.
2014-2015
Manager, Global Support
Magento / eBay Enterprise
- Transformed global enterprise support operations, improving SLA adherence and customer satisfaction across regional teams.
- Partnered with Product and Engineering to launch data-driven root-cause analysis frameworks, improving release quality and first-contact resolution.
- Led migration to Salesforce Service Cloud, enhancing ticket visibility, analytics, and knowledge base capabilities.
2010-2014
Director, Client Services & Support
Alteryx
- Built and scaled global support and enablement operations during a four-year hypergrowth period from $23M → $1B in revenue, maintaining 98.7% CSAT.
- Directed customer onboarding and transformation programs that reduced resolution time by 30%, cut support calls by 20%, and achieved a 93% customer retention rate through proactive insights and continuous engagement.
- Partnered with Product and Sales to optimize the post-sales lifecycle, enabling frictionless enterprise adoption and retention.
- Implemented Salesforce Service Cloud & Community Platform, fostering peer support and reducing ticket volume by 20% in the first year.
