Enterprise-scale operator with 25+ years building and leading high-performance organizations across 6 countries. I turn around underperforming operations, drive sustainable growth, and build cultures that compound value — now supporting AI-native operating models that deliver measurable transformation.
I've spent my career in the trenches — from running 60-location portfolios in the UK and Middle East, to scaling field operations across North America, to leading organizations through Series B fundraising and successful acquisition exits. The common thread has always been people first, results always.
Today, I help organizations cut through the noise of AI and understand where it actually creates value. Not every process needs a large language model — but the right ones, implemented well, are transformative. I work with leadership teams to identify real-world AI applications, build practical operating models around them, and most importantly, bring their people along on the journey so adoption sticks and teams thrive in an ever-changing landscape.
There are no bad teams, only bad leaders. Full accountability, always.
Authentic culture is the foundation stone for all organizational success.
Set the mission, then give people the freedom to find ingenious solutions.
Plans are only as good as your ability to execute them. Keep it clear.
When everyone is the same, nothing changes for the better.
Celebrate the 99% success hard — then find the 1% gap that makes us unstoppable.
Enterprise strategy, OKR architecture, operating cadence design, and change leadership. I build multi-year roadmaps that align GTM, customer success, and delivery to shared KPIs — then execute with rigor.
Revenue scaling, pricing & margin discipline, M&A diligence & integration, and capital raises. Led organizations through Series B fundraising and successful acquisition exits with P&Ls exceeding $100M.
LLM & RAG adoption, workflow automation, SaaS optimization, and data-driven decisioning. Architect of operating models that cut response times 80% and transform how teams work daily.
Talent strategy, org design, leadership coaching, and performance systems. Known for building cultures of ownership and empowerment that reduce attrition and develop future leaders.
CX design, Voice of Customer programs, service ops, and KPI systems. Reduced complaints 75% through root-cause elimination and proactive account management frameworks.
Operations across 6 countries spanning North America, Europe, the Middle East, and Central Asia. Proven ability to scale into new markets while maintaining quality, compliance, and margin discipline.
I believe the businesses that will thrive in the age of AI aren't the ones who automate the most — they're the ones who invest in their people the most, and give those people AI-powered tools that multiply their impact.
My approach integrates AI where it creates measurable operational value — not as a buzzword, but as embedded infrastructure that changes how teams work every day.
Production deployment of large language models and retrieval-augmented generation for service desk automation, knowledge management, and CX optimization.
Real-time reporting infrastructure, automated analytics pipelines, and data-driven decisioning frameworks that give leaders clarity at every level.
Portfolio audit, integration architecture, and tool consolidation that reduces spend while increasing operational visibility and process capability.
End-to-end process automation connecting CRM, ticketing, project management, and billing systems into seamless operational workflows.
Born and raised in Wales near the Gower Peninsula and Brecon Beacons, Rich developed an early love of the outdoors that has followed him across six countries and three continents. Now based in Kingston, Ontario with his family, he brings the same relentless energy to life outside of work — whether that's hitting the trails, watching West Ham lose on the weekend, or adding to a slightly obsessive collection of classic Adidas trainers.
UK, Bahrain, Iraq, Afghanistan, Canada, USA — from the Hindu Kush to Lake Superior
Leadership shelves anchored by Extreme Ownership, with a growing fiction collection. Favourite non-leadership book: Eastern Approaches by Fitzroy Maclean.
Feelings about running range from dislike to detest — but it's the first task every day to set a winning start.
Lifelong supporter. Spends most of the football season watching them lose every weekend.
A passion (obsession) for classic Adidas trainers, lining the shelves in his home office.
Whether you're looking for an executive operator to lead your next chapter, need a fractional COO to drive transformation, or want to discuss how AI-native operations can work for your business — I'd love to hear from you.