Engineering leader with 17+ years building products including 5+ years leading teams and managers. Most recently responsible for running Block's Support Product Engineering organization of 70+ engineers across 6 teams, serving 60M+ customers across all Block brands. Launched Cash App's generative AI support chatbot, lifting bot resolution from 20% to 70% and driving nine-figure annualized service-cost savings. Director-scope ownership of a ~$100M operating budget, org design, and annual planning, with deep technical roots in iOS, backend systems, and platform architecture.
Building open source projects with AI tooling focusing on workflow automation via Agent Skills. Shipping using a broad array of open source coding harnesses (OpenCode, pi, Zed) alongside locally run open-weight LLMs and foundation models.
AI Agent Skills and tools: Text-to-Podcast generates audio podcasts from any text source using local TTS models, tuned for local LLMs. Apple Voice Memos utilizes Apple's on device audio transcription to generate detailed notes. Python Project Setup guides LLMs in
bootstrapping projects. KISS Resume automates resume generation producing accessible PDFs from markdown templates.
Published iOS Apps: Herald, is a Bonjour and mDNS network browser for iOS, released open source.
Local LLM expermentation: vllm-docker-gb10 is a set of experements running and benchmarking local open weight models.
Senior Engineering Manager - Support Product
Block Inc | Apr 2023 - Feb 2026 | Melbourne, Australia (2023) / Seattle, WA (2024 - 2026)
Led and grew the Support Product team from a small focused team in Melbourne through to a broad, global organization of 70+ engineers and managers operating across all Block brands.
Product Achievements
Launched and scaled Cash App's generative AI support chatbot, raising customer-centered Bot Resolution from 20% to 70% and driving nine-figure annualized service-cost savings. Initial success drove a Block-wide rollout across Cash App, Square, and Afterpay.
Directed engineering strategy for email, voice, messaging, and internal support tooling handling 200k+ daily support requests across 3 primary channels, using ML-assisted intent detection to route customers to the right channel or agent. This work increased first-touch resolution 20%, improving CSAT 15%, and cutting average handle time 30%.
Organizational Achievements
Led an organization of 75+ engineers across 6 teams, 5 countries. Direct reports included 7 engineering managers and a principal engineer. Owning customer-facing support experiences, generative AI automation, voice platform, Salesforce engineering, and internal operations tooling for 60M+ customers and 10K+ internal users.
Moved Salesforce Engineering out of Customer Support Operations and into the global engineering organization creating the operating model and job architecture that aligned platform ownership with engineering standards and roadmap accountability.
Owned annual planning, OKR setting, headcount planning, vendor selection, and performance calibration across a ~$100M annual budget spanning people, services, and operating costs.
Team Achievements
Hired 10+ engineers and leaders. Grew the founding Melbourne team from 2 to 8, later adding an engineering manager and a principal engineer. Ran 100+ interview loops across Cash App through the 2021–2022 scale-up while coaching managers through their own hiring.
Facilitated 10 promotions, including four senior-to-staff, and grew 5 engineers into staff and manager roles; reviewed promotion packets and served on promotion boards for the broader organization.
Engineering Manager - Support Product
Block Inc | Jan 2020 - Apr 2023 | Melbourne, Australia
Joined as the first member of the team, built a team of 8 engineers responsible for building Cash App's customer facing support experiences.
Designed and shipped Cash App's in-house support messaging platform to 60M+ customers within 3 months of launch, setting the technical foundation for six years of support product development and automation, now serving 250k conversations a day.
Spun up and led the Cash App Disputes engineering team (Oct 2022 – Jul 2023) across 3 countries in response to regulatory pressure and mounting SLA-breach write-offs, reducing daily write-offs to a business-acceptable risk level before handing the team to a permanent owner.
Head of Technology
Domestic Cat Software | May 2018 - Dec 2019 | Melbourne, Australia
Mobile consultancy; hands-on iOS and backend technical lead, mentoring engineers across client projects.
Tech-led a two-engineer team building early prototypes of the rider iOS app for Zoox (Amazon's autonomous robo-taxi subsidiary). Continuously delivered, iterated, and field-tested on test vehicles over a 12-month engagement, including onsite work in Foster City, California.
Led delivery of Tarnook GO, a native offline-first iOS app for Victoria's forest fire management agency (FFMVic), bringing offline maps, digital job-safety planning, and operational data to firefighters, volunteers, and partner-agency staff in the field replacing a legacy web system and adopted as the agency's digital field platform.
Founder
Triangle Coffee | Jan 2017 - Aug 2023 (alongside full-time roles from 2018) | Melbourne, Australia
Co-founded a personalized coffee subscription platform. Built on a custom Laravel (PHP) application on Heroku with bespoke Stripe subscription and Australia Post shipping integrations.
Grew to ~100 subscribers and a self-sustaining business.
CTO
Beanhunter | Jan 2013 - Dec 2016 | Melbourne, Australia
Social cafe-discovery platform (consumer app + website for finding and reviewing coffee shops); first full-time engineering hire after an angel investment round, leading engineering and product delivery.
Re-platformed the core legacy PHP application and API onto horizontally scalable AWS micro-services (Elastic Beanstalk, RDS) to enable ongoing growth. Focused on reliability and continuous integration & deployment (CI/CD) to enable rapid iteration and headroom to scale while maintaining existing functionality.
Rebuilt the iOS app on a modern architecture improving stability and speed-to-market for new features. Piloted in-app payments ("Beanhunter Pay") with 10 Melbourne cafes, enabling customers to pay and earn rewards from the app.
Tech Lead, Mobile Apps
REA Group | Mar 2011 - Mar 2015 | Melbourne, Australia
Australia's largest property platform and one of the country's highest-traffic consumer apps.
Built the early realestate.com.au iPhone and iPad applications — launched the iPad app in August 2011, with the app passing 1 million downloads in 2012.
Guided the team's technical direction through architecture decisions, code review, and roadmap planning with product and design.
iOS Consultant
JC Multimedia Design | Jan 2009 - Mar 2015 | Melbourne, Australia
Working with some of Melbourne's most well known agencies and contracting directly.
Publishing independent iOS apps in the Apple App Store with over 150k downloads.
Organized monthly developer meetups with 70+ attendees, raised sponsorship, and produced monthly YouTube live streams. CocoaHeads is the main iOS/macOS meetup in Melbourne, running since 2007.
Education
RMIT University 2004 – 2008
Bachelor of Design, Multimedia Systems | Melbourne, Australia
Areas of study: Multimedia Design, Entrepreneurship, Software Engineering