Director of Implementation & Business Automation @ Tie · Watertown, Massachusetts, United States
Operations and implementation leader focused on building scalable systems that reduce manual work, improve consistency, deliver premium customer experiences, and help teams execute more effectively. I specialize in turning complex operational challenges into clear, repeatable processes — understanding the problem, the people involved, and the friction slowing progress, then breaking work into solvable components and designing practical workflows from the right combination of people, process, tooling, and automation. When automation is the right tool, I apply it pragmatically to strengthen workflows, reduce administrative burden, and build systems that operate with greater speed and consistency.
For recruiters
Paste a job description or drop in a posting URL — an AI grader scores the fit against this résumé and calls out the strengths and gaps. Nothing is stored.
The story
Where it started
2012 — 2016
Political Science and International Relations at Stonehill College. Four years that built the foundation — rugby on the pitch, volunteering with Special Olympics, and a Dean's List habit of doing the work properly. The degree pointed outward, toward how systems and people actually fit together.
Chiang Mai, Thailand · 2015
2015
A semester at Chiang Mai University turned into something bigger. I taught English to the cadets and families of the Thai Royal Army's 7th Artillery Battalion — and the piece I wrote about it earned the cover of Stonehill's "A Year in Review: Tales from Abroad." The first time work I'd done got put on the front of something.
Early career
2018 — 2023
At WordStream and then Unstack I learned the craft from the front line: 1,200+ support tickets a year, onboarding flows, a Zendesk knowledge base, an 84% cut in first-response time. I went from fixing issues one at a time to building the systems that stop them recurring — and helped carry Unstack to acquisition.
Third Party Applications Specialist · Implementation & Technical Support Specialist
Senior Manager, Customer Support & Success · Manager, Customer Support & Success
Leading the work
2023 — 2026
Escalation management at OutSystems — owning the urgent, complex issues leadership flagged and rebuilding the process behind them (automated reporting, revamped JIRA boards, a Premium Support offering). Then implementation leadership at Triple Whale: coaching a global team, designing churn-prevention playbooks, and cutting manual effort with automation and HubSpot workflows.
Lead Escalation Manager
Consultant, Product · Senior Success Manager
Team Lead, Implementation · Implementation Specialist
What I do today
2026 — Present
Director of Implementation & Business Automation at Tie — and an independent builder under the TKH.DEV banner, where I design, build, host, and run my own software end to end. The throughline from day one: turn messy operational problems into clean, repeatable systems.
Director of Implementation & Business Automation
Head Builder
Outside the day job
2025 — Present
A volunteer courier for NMDP, transporting time-critical stem cell and cellular therapy products across the country for patient transplants — full chain-of-custody, tight collection-to-infusion deadlines, real stakes. The most direct way I've found to make the careful, on-time execution I do for work matter for someone's life.
Volunteer Courier
Full history
Director of Implementation & Business Automation
Head Builder
Volunteer Courier
Lead Escalation Manager
Consultant, Digital Analytics
Client Services Specialist, Implementation
Chief of Staff, Office of Representative Shawn C. Dooley
Selected work
Self-directed software I design, build, host, and run end to end.
Flagship
A private, self-hosted life-OS I designed, built, and run for myself — one place for tasks, calendar, daily briefs, journaling, finances, workouts, and media. An installable PWA backed by Notion, with offline support, push notifications, AI-written daily summaries from a local model, and a companion Android app. I run the whole stack myself.
Live
The launcher — the front door to everything under TKH.DEV, routing to each app under one roof. It's how the separate projects hang together under one name.
Live
A self-hosted media-request portal wired into the TKH.DEV umbrella with shared sign-on.
Building
Two focused apps I'm spinning out of the main app's finance and body sections into their own subdomains.
Infrastructure
All of it runs on infrastructure I set up and maintain: a reverse proxy, my own DNS, and single sign-on across every subdomain. The boring part that makes the rest feel like one product.
Skills
Certifications
Honors
Publications
Education
Get in touch
If you're hiring for implementation, operations, or automation work — or want to talk about something I've built — I'd be glad to connect.
