15+ years making customer experiences better. A track record of improving operations, developing people and deploying AI in ways that actually work.
About me
I'm a people manager and operations leader with 15+ years in customer experience and 5+ years in progressive leadership at Unity Technologies. I'm at my best when I'm developing people, improving processes and finding smart ways to make teams work better.
My current focus is the intersection of AI and operations - I've built QA tooling from scratch, owned global chatbot strategy and introduced AI into my team's daily workflows in ways that are practical, measurable and actually used.
Looking for a remote-first people leadership or operations role where process improvement and AI integration are genuinely part of the job - not an afterthought.
Core skills
Experience
Lead a remote, distributed support team across the UK and Lithuania - accountable for service delivery, CSAT, people development and continuous improvement. Own the EMEA support roadmap and partner with Product and Engineering on tooling improvements.
Led global Cloud+ CX teams across APAC, EMEA and AMER, overseeing non-technical B2B SaaS support. Improved global first-response time by ~40% and CSAT by ~20% through data-driven process changes and KCS implementation.
Owned global strategy and optimisation of Unity's customer-facing AI bot (Ada platform) across all regions. Achieved 74% containment rate - 21% above industry benchmark - and reduced human escalations by ~30%.
Managed the EMEA Cloud+ team handling non-technical support and escalations. Raised team efficiency by ~20%, reduced high-volume complaint categories by ~35% and cut new hire onboarding time by ~40%.
Specialist support for Unity Asset Store and commercial queries with ~95% first-contact resolution. Delivered internal sessions on service quality and AI bot usage to 30+ colleagues.
Non-technical support for Unity users worldwide. Reduced average response time by ~25% through streamlined ticket handling; built self-service knowledge articles that improved team efficiency by ~20%.
Complaints and enquiries for a large social housing provider, including politically sensitive cases involving Councillors and MPs. Managed Stage One complaints end-to-end and contributed complaint trend analysis to service reviews.
Analytical and technical support within revenue and refunds teams - transaction analysis, revenue risk identification, KPI reporting and procedure updates.
End-to-end complaint management across pre-, in- and post-travel for a major international airline, including complex joint-venture cases with Delta and Virgin Holidays.
Managed high-profile escalations from VIP, Upper Class and Flying Club Gold members, including complaints directed to the CEO. Handled DSARs and provided project support and training across customer teams.
Written complaint handling, CRM case management and social media customer service across Facebook, Twitter, Instagram and YouTube, including real-time crisis communications during major operational disruptions.
Education & certifications
Service Strategies · 2023
Lyra Health International · 2023
Disney Institute · 2022
Codecademy · 2026
Tools & tech