Role: Director of Education, American Booksellers Association (2022–2025)

As the national education lead for ABA, I oversaw the design and delivery of learning experiences for thousands of independent booksellers. My challenge was to transform a legacy education program into something scalable, inclusive, and genuinely useful—meeting the evolving needs of sellers navigating both physical and digital retail.

I applied experience design principles to deeply understand user needs, using member councils, surveys, and real-time feedback loops. I restructured the program around modular learning, improving accessibility and retention. We moved beyond static presentations and toward dynamic, on-demand resources tailored for busy professionals.

I introduced new platforms and content formats, helping increase reach, streamline engagement, and support all experience levels—from first-time booksellers to seasoned managers. This work wasn’t just about content—it was about building trustworthy, intuitive systems that respected users’ time and context.

Role: Store Manager, Third Place Books Seward Park (2017–2022)

This wasn’t just retail—it was service design in real time. At Third Place Books, I led the daily operations of a bustling community bookstore, using user insights to shape everything from layout and inventory systems to team workflows and customer communication.

Every decision was user-informed. I curated product placement to reflect behavioral flow and optimized signage for wayfinding. Behind the scenes, I designed training and support systems that reduced friction for staff and ensured consistency across touchpoints.

During the pandemic, I led a rapid transformation of the store’s operations: introducing virtual events, curbside pickup, and an upgraded online experience. These changes weren’t just reactive—they were thoughtful, iterative responses to a changing user environment.

Role: Lead Receiver, The Elliott Bay Book Company (2015–2017)

At Elliott Bay, I found elegance in systems. I led the redesign of receiving and inventory workflows—balancing technical system logic with frontline usability. I introduced standardized metadata practices that improved product discoverability, simplified staff training, and enhanced customer service.

My work extended to developing SOPs and internal documentation, elevating them from simple instructions to user-friendly tools that anticipated needs. I viewed every process as an experience: one that could either empower or frustrate. My job was to design for the former.

Role: Inventory Manager & Assistant Manager, WORD Bookstore (2015–2017)

WORD’s Jersey City location was a blank canvas—and I got to design the user journey from the ground up. From floor plans and signage to inventory logic and events, I built experiences that spoke directly to the neighborhood's needs.

We used sales data and qualitative feedback to refine the space, iterate on merchandising, and expand inventory through consignment and community partnerships. Every physical and operational choice was rooted in empathy, observation, and iteration—hallmarks of experience design.

Roles at Powell’s Books (2008–2013)

My early years at Powell’s grounded me in the core principles I carry today: system usability, cross-team communication, and process improvement as a design practice. Whether optimizing large-scale receiving operations or managing metadata across seven locations, I worked to make complexity navigable.

I created new training manuals, led company-wide initiatives, and even designed data processes to support strategic buying—all with a focus on clarity, usability, and long-term sustainability.