AI amplifiesits environment.
AI won’t fix your system. But it’ll learn from it.Give it outdated knowledge, broken workflows, and unclear ownership, and it’ll reproduce those issues, faster, and with unnerving confidence.
I build the teams and systems that keep that from happening.
Minding the machinery
AI doesn’t learn your business by osmosis. Someone has to decide what it reads, what it trusts, and how it knows when it’s wrong. Four systems make that possible.
- AI enablement
Get AI out of the pilot.
Agent design, prompt and intent standards, guardrails, evaluation criteria, and curated ground truth. The bar is simple: consistent enough to ship, measurable enough to trust.
- Knowledge architecture
Make content survive contact with other systems.
Taxonomy, metadata, content models, lifecycle standards. The invisible layer that decides what’s findable and what’s effectively lost.
- Operating models
Give the work somewhere to go.
Intake, prioritization, governance, roles, and decision frameworks. How cross-functional teams stop working request by request.
- Performance systems
Prove it actually helped.
Dashboards, capacity models, quality frameworks, and feedback loops. Because “it feels better now” isn’t a business case.
Looking back
2015–2019
Morgan Stanley
I untangled complex wealth management issues, where small mistakes carried real consequences.
2019–2022
LendingClub
I turned product change into coordinated work, building the workflows and capacity systems that made execution measurable and predictable.
2022–2025
Square
I scaled that across 30+ products, eight markets, and three languages, restructuring both the teams and the knowledge behind support and conversational AI.
2025–present
MNTN
I established the inaugural content function. Now I’m unifying self-service, in-product guidance, and AI into one connected experience, with the guardrails and operating model to keep it working.
Nerding out over…
- Agentic workflow design
- Prompt & intent standards
- AI evaluation & guardrails
- Taxonomy & metadata
- Retrieval optimization
- Content modeling & modularization
- Workflow redesign
- Intake & prioritization design
- Performance measurement
Telling on myself
I’ve always had two instincts: write everything down and put everything in order. Growing up, that meant diaries that almost always got me in trouble and reorganizing the pantry into a system my dad didn’t know he needed.
Not much has changed. I still notice the words people use, the systems they work inside, and the friction that hides in plain sight.
I live with my family on a mountainside in Utah, overlooking a lake. When I’m not redesigning AI and knowledge systems, I’m usually doing the same thing to my house.
Glad you stopped by
If you’re building a team where AI, knowledge, and operations need to work together, I’d love to hear what you’re up to.
Tell me more