Your business has grown. Now build the operations to match.
Strategy and operations leadership for founder-led companies: a clear plan for where the business is going, and the structure, team, and customer experience to get there.
Who I work with
Founder-led companies of roughly 10 to 200 people that have outgrown how they started. The founder is still in every decision, key roles are hard to fill and keep, and the customer experience depends on who's working that day.
My deepest experience is in travel, hospitality, and membership businesses, where the customer experience is the product. The same operating problems show up in any growing company, and that's where I help.
Where I help
Seven areas where a fractional COO makes a measurable difference.
Strategy, vision, and execution
Turning where you want the business to go into clear priorities, measurable goals, and a planning rhythm your team follows through on, so the strategy shows up in the work every week. This is where every engagement starts.
Leadership and team structure
Clear decision rights, an org structure that fits your size, and a weekly operating rhythm, so your team owns decisions instead of escalating them to you.
Hiring and onboarding for key roles
Defined roles, a consistent hiring process, and onboarding that helps good hires succeed and stay past their first year.
Customer retention
Service standards, a reliable way to make things right when something goes wrong, and offerings that keep your best customers coming back.
Process and documentation
SOPs, checklists, and training so quality doesn't depend on a few people who know how things work.
Metrics and financial visibility
The handful of numbers that matter, reported on time, so you can act on problems before they cost you.
Systems that fit the business
Choosing and rolling out the right tools for where you are, with AI where it genuinely saves time.
Engagement options
Three ways to work together, depending on what your business needs right now.
Operations Assessment
A focused first stepA focused look at where your business is stuck, with the specific problems ranked by what they cost you and a clear plan to fix them.
Scope an assessmentFractional COO
OngoingOngoing strategy, operations leadership, and execution for companies that need a senior operator without a full-time executive.
Explore this engagementOperator Advisory
Lighter touchFor founders who can execute but want a senior operator to think through problems with them, not run them.
Start a conversationHow it works
From first conversation to measurable results — here's what to expect.
Discovery call (30 minutes)
We talk through where the business is, where you want it to go, and what's getting in the way, so I understand your situation well enough to shape a proposal that fits it.
Your playbook (second call)
I come back with a playbook built for your business: the priorities I'd focus on, how I'd approach them, and how we'd work together. You decide whether it's the right fit.
Execute
We put the playbook to work, delivering early wins with clear owners while building toward the larger goals. Scope and pace adjust as we learn more.
What happens in the first 30 days
Every business is different, so the order and pace are built around yours. Early on, most engagements include:
- 1A clear picture of your priorities and what each is worth
- 2Goals and a planning rhythm tied to your strategy
- 3Decision rights and a regular operating meeting
- 4A simple scorecard of the numbers that matter
- 5One or two early fixes delivered, with clear owners
From five years building operations at THIRDHOME, a luxury travel membership company
$2M → $10M
in revenue in three years, as the first operations hire
6 → 50+
people, with the structure and hiring to support them
2×
member capacity per associate, without adding headcount
3 mo. ahead
two new platforms launched ahead of schedule with lean teams
Common questions
Everything founders usually ask before we get started.
Running a business that's outgrown its operations?
Every call ends with a clear next step.