Better customer experiences.
Smarter operations.
Human-centered AI.
Sound judgment for what comes next.
I help growing businesses make the hard calls about customer experience, people, operations, and AI. With the perspective of someone who’s led through them.
See the experience behind the advice
I’ve built the teams.
Owned the tradeoffs.
Led the change.
More than a decade inside consumer, travel, and entertainment businesses—from early teams to global operations.
My experience spans CX leadership, P&L ownership, product and engineering, AI deployment, and acquisition transitions. I connect what customers need with what the business can actually deliver.
That’s the experience I bring to the room when your next decision matters.
Experience, with receipts.
Different companies. Different stages.
A consistent focus on stronger operations, capable leaders, and measurable results.
Better economics.
A better customer experience.
Led CX strategy across North America and EMEA. Implemented generative AI, developed customer flexibility programs, and built the leadership and operating structure behind the customer experience.
Senior Director of Customer Experience · 2023–2026
Incremental annual revenue from customer flexibility programs
Lower support cost per transaction: $0.52 → $0.26
Reduction in handling time following AI implementation
Trustpilot score during her tenure
Better service.
Disciplined costs.
Scaled the internal Traveler Experience team to 250 people, spanning support, fulfillment, operations, and training. Developed senior leaders and connected customer feedback to Product and Engineering.
VP of Customer Experience · 2018–2019 Earlier roles: Head of Support and Ticketing; Product Operations Manager · 2016–2018
Customer satisfaction
Operating costs at half the industry average
Service levels
Product and feature launches coordinated with the executive team
Operations, product,
and the bigger picture.
Oversaw operations for two enterprise travel products through growth from $20M to $100M+ ARR. Served as interim Head of Engineering and Product during a reorganization, and managed the Enterprise Travel P&L through Mondee’s SPAC process.
VP of Operations · 2021–2022
ARR growth during the period she oversaw operations
Enterprise travel products
People on the India-based global support team
Global customer support coverage
Build the organization.
Navigate the next chapter.
Led day-to-day operations across people, customer success, IT, compliance, training, and sales operations. Supported Series A fundraising, led the pivot from field sales to data sales, and helped manage the acquisition transition.
VP of Operations · 2019–2021
Employees in four months
Supported fundraising efforts
Acquisition by Ad Practitioners
BPO organizations implemented for a new outbound sales channel
Selected accomplishments from Sarah’s leadership roles. Companies shown represent career experience.
A senior partner
for the decisions
in front of you.
Find the right starting point Executive advisory
Work through consequential decisions about CX, operating models, resourcing, and AI. A focused engagement or an ongoing advisory relationship, built around the decisions you need to make.
Leadership advisory
Help strong CX and operations leaders grow with the business. Practical working sessions on judgment, ownership, and leading through complexity—with executive alignment built in.
Fractional leadership
Senior CX and operations leadership on a part-time basis. Set priorities, lead teams, and own progress through growth or transition—with a clear mandate and a scope that fits the business.
Bring the real-world
perspective to your stage.
I speak about AI, customer experience, and the work of leading through change—with practical lessons from building teams, owning operations, and making the hard calls.
Available for conference talks, panels, and leadership conversations.
Invite Sarah to speakTell me about your event, audience, dates, and the conversation you want to start.
- AI that improves the business—and the customer experience.
- Turning customer support into a driver of growth.
- Building leaders and operating models that scale.
- Customer Support Summit · New YorkFrom cost center to growth engine: proving the revenue power of support
- AI for Customer Support Summit · BostonScaling sustainably: how AI helps support teams stay human under pressure
- CX Innovation Summit · MiamiCustomer experience, AI, and transformation
What’s getting harder
in your business?
Bring the decision, the sticking point, or the question you haven’t quite put into words. We’ll see whether I can help.
Let's Talk
If this resonates, let’s have a conversation.
No pitch deck.
No pressure.
Just a chance to see if the work fits.