Who is Tim?

I am an empathetic leader with relentlessly high standards.  I focus on operational excellence, customer obsession, and developing individuals and teams to their full potential.  I believe people are awesome if you let them.  I index on delivering results, moving fast, and balancing data with customer anecdotes.  I deliver operational excellence that maintains the correct balance of quality, efficiency and wellness.  

I have spent approximately half my life living abroad throughout Europe and Asia. Consequently I communicate and work well with people of all cultures, and have extensive experience working with global teams. I am conversant in German, Italian, French and Dutch.

Professionally I spent ten years in the logistics industry with American President Lines, with operational responsibility for truck and port terminals throughout the Southern US and Latin America.  Ten years at Sun Microsystems provided deep exposure to managing enterprise facing technical support, followed by nine years at Amazon as a Vice President of Customer Service and four years leading shared services for Human Resources.  As the VP of Customer Service Operations, I was responsible for up to 50K agents (BPO and internal) over 110 customer service sites globally, and over $1B in annual spend.  Amazon was recognized as the #1 American Customer Service ecommerce provider from 2010 through 2017 during my tenure. As the VP of Shared Services for HR, I led the Amazon bar raiser program for setting the standards for job interviews, and my team developed the cognitive tests used for screening candidates.

Most recently I spent two years with Snap (Snapchat), as the VP for Platform Integrity and Customer Operations. In this capacity I was responsible for content moderation for Snapchat, all customer inquiries, and for the Trust and Safety program to ensure the platform was a safe place for all users.

I am passionate about helping teams deliver customer focused operational excellence, and it is my personal objective to have a positive impact on the lives of all those with whom I interact.