Open to opportunities

Christopher Horne

@christopherhorne

Message

Bilingual CS & onboarding specialist. Built and shipped 2 SaaS products. 12 years ops leadership. Remote-first.

United States

Message

What I'm looking for

I’m looking to bring my customer-first, systems-minded depth to a remote-first SaaS team—owning onboarding, support, and escalation with calm precision, building resilient workflows, and improving performance without adding headcount.

I'm a customer-facing operations leader with 12+ years building systems, onboarding teams, and managing complex relationships. Most recently GM at a high-volume venue where I owned everything from SOPs to P&L. I've also built and shipped two production SaaS products independently — PDFRepair.io and GentleDusk.org — handling all onboarding documentation, support content, and user research myself. I'm bilingual in English and Spanish (expert level), currently pursuing HubSpot Service Hub certification, and targeting remote-first onboarding, implementation, or customer success roles where I can help customers realize value quickly.

Experience

Work history, roles, and key accomplishments

Current

GentleDusk Founder

Current

GentleDusk.org

Jul 2025 - Present (11 months)

Developed GentleDusk.org, a caregiver support platform built from personal experience to address gaps during a dementia and hospice journey. Independently conducted user research, designed the platform, and deployed it end-to-end.

User Research Product Design Caregiver Support Platforms Customer Journey Mapping Requirements Gathering Independent Delivery

Current

PDFRepair.io Builder

Current

PDFRepair.io

Jul 2025 - Present (11 months)

Built and launched PDFRepair.io, a production SaaS that automates corrupted PDF repair for legal and government/portal submissions. Owned end-to-end delivery including infrastructure, Stripe payments, cloud storage, support workflows, and customer-facing onboarding documentation.

SaaS Product Development Cloud Storage Customer Onboarding Technical Writing Infrastructure

General Manager

The Local

Mar 2023 - Jul 2025 (2 years 4 months)

Owned operations for a high-volume venue, managing client relationships, vendor negotiations, compliance, staffing, and P&L. Led a 25+ employee team, improved onboarding via SOPs and training, and integrated AI tools into scheduling/reporting/communications to increase output without adding headcount.

Operations Management Staff Training Vendor Management & Compliance P L Ownership AI Enabled Scheduling Escalation Handling Payroll Processing

Bar Manager

Losers Bar and Grill

Aug 2021 - Mar 2023 (1 year 7 months)

Managed full bar operations including inventory control, scheduling, payroll, and vendor negotiations. Led a complete POS system overhaul with vendor selection, staff training, and full cutover with zero service disruption, while building cash flow and inventory tracking for accountability.

Bar Operations POS systems Inventory Control Scheduling Payroll Processing Staff Training Operational Accountability

Managing Partner

Hungry Bear

Jun 2020 - Nov 2020 (5 months)

Helped launch a restaurant during COVID by running the counter, configuring the POS menu, and supporting daily operations. Built accurate food cost standards by pricing each menu item by ingredient and standardizing builds.

Restaurant Operations COVID Launch Support POS Menu Configuration Standardization

Touring Merchandise Mgr

FutureShirts

Jan 2014 - May 2020 (6 years 4 months)

Drove $10M+ in total tour sales and regularly exceeded $300K in a single week across national tours. Coordinated venue operations, finance, staffing, access, and logistics across concurrent stakeholders, reconciling nightly settlements and forecasting per-SKU inventory pulls.

Venue Operations Inventory Forecasting Per SKU Sales Analysis

Front Desk Manager

Emery Medical Solutions

Jan 2012 - Feb 2014 (2 years 1 month)

Managed front office operations and scheduling for a multi-modality imaging center, ensuring HIPAA compliance across workflows. Served as the on-site liaison between clinical staff and a remote IT department, triaging and resolving technical issues that impacted daily operations while training staff on medical software and digital recordkeeping.

Scheduling HIPAA compliance Staff Training Triage