Building AI products that users trust
Trust is the currency of AI products. Without it, even the most sophisticated models sit unused. Here's how to build products that users actually want to rely on.
I build technical teams and AI-enabled products. My background spans hospitality operations, high-scale SaaS platforms, and startup leadership.
I write about engineering leadership, product development, and the craft of building durable systems. This is a space for thinking through hard problems and sharing what I've learned.
Trust is the currency of AI products. Without it, even the most sophisticated models sit unused. Here's how to build products that users actually want to rely on.
Building the engineering organisation from the ground up for a hotel operations platform. Taking ownership of technical direction, team formation, architecture decisions, and delivery standards. Working closely with founders and customers to evolve the product from an outsourced codebase into a scalable, in-house engineering-led organisation.
Led a product-focused engineering team within a post-Series A startup building ML-driven workforce forecasting and scheduling systems. Worked in a product triad model with product and design. Contributed to the evolution of data pipelines and ML infrastructure while focusing on delivery, team health, and execution in a fast-changing leadership environment.
Progressed from senior engineer into engineering leadership at a high-scale contact centre platform. Led teams responsible for consolidating multiple legacy systems into a unified API platform, migrating infrastructure from on-prem to AWS, and operating systems handling millions of messages per day. Worked in regulated environments with GDPR and HIPAA requirements and supported technical due diligence during acquisition.
I'm always interested in conversations about engineering leadership, AI product development, and building durable systems. Reach out if you'd like to connect.