At Toast, I built and scaled onboarding organizations across SMB, Mid-Market, Regional Mid-Market, and Multi-Unit. I led a multi-year operating transformation that nearly doubled segment productivity by improving capacity planning, performance standards, enablement, and customer-health visibility.
Most recently, as Senior Onboarding Manager, SMB, I led eight consultants across a rolling portfolio of approximately 1,500 implementations. We delivered 2,100+ go-lives from January to July 2026 at 130% of quota, and First-Time-Right performance rose from 58% to 76% in five months.
As Director, Upmarket and Multi-Unit Onboarding, I directed a 27-person organization across Mid-Market, Regional Mid-Market, and Multi-Unit. I developed a specialized administrative-support model that increased productivity 36% and returned 4.2 hours per consultant per business day to customer-facing work.
Earlier, I managed regional field implementations and restaurant operations, including delivery operations for ORDERUP, A GROUPON COMPANY. My approach moves from micro to macro: develop the person, improve the customer moment, then build the system that makes better performance repeatable.
