At Crunchyroll, I lead enterprise AI enablement and governance, partnering with executives and teams across Technology, Data, Legal, Product, and Operations. I defined the AI strategy and roadmap, raising AI tool engagement from 49% to 79% and AI maturity from 30% to 57% in 2026.
I also deployed Zendesk AI-powered self-service and learning, reducing support tickets by 55% and improving agent productivity by 35%. Previously, at Charter Communications, I led learning and knowledge strategy for Customer Operations, including a 40+ member global team and a post-merger Oracle Knowledge Advanced migration.
