Experience measured in impact, not titles
From working the box office to building the product powering it — the perspective has changed, but the approach hasn't: understand the problem, reduce friction, ship the thing.
I own the full product lifecycle, from discovery and prioritization through delivery and iteration. At TixTrack, I led the roadmap for Nliven, a multi-tenant enterprise SaaS ticketing platform serving clients across the US, UK, and Australia. I wrote specs and user stories, managed the backlog, led scrum ceremonies, and partnered closely with Engineering and Design to scope solutions that were technically feasible, not just desirable. The features I championed drove measurable outcomes: a self-service exchange tool reached 5× adoption in six months and generated $190K+ in its first nine months; digital gift certificates launched to $180K in two weeks and scaled to $1M+ in year one.
At the intersection of customer empathy and technical solutioning, my work has consistently centered on translating complexity into seamless experiences. I've led end-to-end user journeys across discovery, checkout, exchange, and post-purchase flows, always focused on reducing friction and building transactional trust. I approach accessibility and inclusive design as a baseline, not an afterthought, ensuring products serve the full range of users. These initiatives center on increasing user confidence, removing obstacles to action, and creating interactions that earn repeat engagement.
I grew up in this industry, literally starting at the box office window and working my way through operations, database systems, and eventually product. That operator background shapes everything about how I build: I understand the pressure of a sold-out show, the complexity of a season renewal campaign, and the downstream impact of a checkout bug at 7pm right before the walk-in. My experience building ticketing platforms closely mirrors the complexity of modern ecommerce. Working within D2C-style ecosystems like Nliven and Tessitura RAMP, a cloud-based SaaS ticketing platform, I've navigated multi-payment processing, payment plans, promotions, and bundled offerings — all requiring tight coordination between frontend experience and backend data structures.
I'm fluent in the messy reality of enterprise SaaS: integrations that half-work, customizations nobody documented, and the reporting gaps that only surface at quarter-end. I've driven numerous integrations and feature launches across ticketing platforms, payment processors, CRMs, and data tools, building a deep understanding of the complex systems that underpin consumer-facing products. Whether navigating a Tessitura implementation, scoping a Stripe integration, or bridging the gap between transactional data and operational reporting, I bring both the technical context and the product instincts to close the gap between what was promised and what gets built.
A consistent theme throughout my career has been leading large-scale initiatives that balance business needs, user feedback, and technical feasibility. At Second Stage Theater, I directed a full tech stack migration, moving from legacy on-premises servers to Azure Cloud and transitioning a self-hosted CRM to a hosted SaaS solution, aligning ticketing, fundraising, marketing, finance, and venue operations under a single execution plan. I managed interdependencies across teams, drove alignment on timelines and scope, and ensured a seamless transition with zero operational disruption. That work included designing and leading company-wide disaster recovery drills across both on-premises and Azure environments, turning theoretical continuity plans into tested, executable playbooks.