After years of shaping customer care technology and building AI-powered service experiences at Saks Global, my role was recently eliminated as part of a corporate reorganization.
What I’ll miss most are the people: my day-in & day-out CS Tech crew, mentors, product and engineering teams, all my tech org partners, operations teams, and vendor partners I had the chance to build with through the deep dives, hard moments, and laughter along the way. So much of what I’m proud of was only possible because of you.
At Saks, I had the privilege to shape the customer care technology roadmap and lead complex enterprise delivery, including the servicing technology integration of Neiman Marcus Group and Saks: complex API and data architecture, four banners, one finish line, and real-time pressure. In a high-ambiguity environment, the work was creating clarity on what mattered, aligning teams and executives at speed, protecting critical decisions, and keeping all banners moving in the same direction through significant complexity.
Alongside that work, I grew deeper into building AI agents every day: We started with LLM-powered case summarization – AI as a passive assistant, giving every agent time back. Then Sophie, our AI chat and voice virtual agent – AI that could hold a real conversation. Then the action-enabled decisioning – AI that can act, not just respond. The biggest lesson I’ll carry forward: great AI products are not built by adding AI everywhere. They’re built with precise leverage, reliable guardrails, and clear human judgment about where AI should, and absolutely should not, be used. That judgment is what turns technical capability into products customers and teams can trust.
For my next chapter, I’m looking to bring my experience building AI products from business pain point to production impact to a team building serious AI beyond demos, from customer-facing agents to enterprise copilots and workflow automation that remove friction, personalize experiences, elevate human judgment, and create trusted operating leverage.
If that brings a team or role to mind, I’d be grateful for the connection.
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