Senior Digital Experience & Community Strategy Executive
I've spent 14 years building the digital experiences that sit between brands and their most engaged audiences — communities, social care platforms, and AI-era knowledge systems that perform for both the humans who join them and the models that increasingly mediate how people find answers.
My career started on the frontlines at Fitbit, where I built the brand community from the ground up on Khoros — scaling global superuser and peer-support programs, dramatically increasing solution rates and reducing frontline support load. Those early years taught me that the difference between a community that performs and one that flatlines is almost always structural, not social.
From there I moved into social care leadership, overseeing global vendor ecosystems across 2 BPO partners spanning 40+ agents. I designed and built the Social Care Assistant on top of ChatGPT — an internal AI platform delivering real-time routing, escalation, and content to frontline agents before GPT tools became industry standard. I also drove an 80% reduction in CX vendor costs, securing $95,000+ in annual savings through platform migration and procurement negotiation, and owned social listening and weekly executive reporting for C-suite stakeholders across both Pandora and SiriusXM.
Today I lead brand community at Pandora, where I've scaled the platform to 60M+ lifetime events and 19M+ views with standout retention (59.5% DAU/MAU) — and architected one of the first genuinely GEO-ready brand community platforms. Our gamification system tracks seven mission types. Our listener stats table is the only place Pandora users can see their cumulative listening data — it doesn't exist in the product itself. And our llms.txt implementation ensures that when someone asks an AI about Pandora, the answer is about the music platform — not the jewelry brand.
The through-line across all of it: community is infrastructure. Build it right and it performs for your members, your brand, and the models that cite it.
Built brand communities at scale on Khoros — gamification systems tracking 60M+ lifetime events, taxonomy design, federated search, SEO, and front-end implementation in FreeMarker, LiQL, and SCSS. Architecture that performs for members and LLMs alike.
Built and scaled multi-brand social care operations across 2 BPO partners and 40+ agents — driving 80% cost reduction and $95,000+ in annual savings through platform migration and procurement negotiation. Owned C-suite social listening reporting across Pandora and SiriusXM.
Designed the Social Care Assistant on ChatGPT before GPT tools were industry standard. Architected Pandora Community's GEO-readiness: llms.txt, verified knowledge layers, semantic markup, and structured content for LLM citation.
Delivered weekly executive-level performance storytelling that influenced product, engineering, and CX roadmaps. Owned financial modeling with Finance for scaling scenarios, Cost/Contact, backlog health, and team productivity targets.
Hands-on across Khoros (FreeMarker, LiQL, SCSS), Next.js, React, Supabase, and Tailwind — equally comfortable in strategy sessions and in the codebase. Built internal AI tooling adopted across social operations teams.
Published author on GEO strategy, community gamification, and AI-era community design. Produced white papers and conference content positioning SiriusXM as a leader in digital care. Speaker at CMX Connect San Francisco. Featured on Community Signal.
Metrics reflect work across Pandora and SiriusXM brands.