Hey 👋
I'm Cathal. As you can probably tell from the name, I'm Irish. "Cathal" is Irish for Charles or Charlie. I'm instantly impressed if you're able to pronounce it first time. But don't worry if you can't... It catches nearly everyone. A tip: it's a silent "t". If you want to hear it, Benny Lewis does a great video: "How to Pronounce Irish Names 🗣️👂🇮🇪☘️ (and other Irish words): A quick guide".
Aside from my name, I'm a senior manager based in Luxembourg. I'm passionate about building things that empower and benefit people all over the world.
In October 2010, while doing Computer Science in university, I got the opportunity to work for Amazon in Cork. I planned to stay there for a short time, but little did I know I was embarking on the first step of an Amazon career that would span more than 10 years. Throughout my time, I've had opportunities to shape support organizations and build new and exciting features that benefit customers all over the globe.
My journey has allowed me to build my skills in project and product management, and put what I learned from university into practice. Early on, I showed that I wanted to make a deeper impact on the customer experience. By becoming a project specialist , I was able to raise the bar in how Customer Service was prepared for new release, while also building company mechanisms that made employee lives easier.
Since then, I've embarked on a journey that spanned nearly all Amazon digital and physical consumer products. In 2016, I was asked to build a customer support organization that scaled to match the goals of Prime Video; expand from five countries in four languages, to 220+ territories in over 20 languages. It was monumental - a complete rewrite of the tranditional way Amazon worked. Flash forward a year: hundreds of thousands of translated words, over 1000+ associates all over the world, 1000s of lines of code, a brand new website, and a barage of brand new capabilities and processes for the company. Afterwards, I build a team and oversaw continued new feature releases, and brought scale across business, tech, and organizational verticals.
In December 2019, my role transitioned to Luxembourg. In July 2020, I was asked lead build a video games customer service organization. I had never worked with video games before. Through 2020 and early 2021, I developed strategy, and oversaw the delivery of a brand new customer service organization within Amazon specifically focused on supporting New World and Lost Ark; two recording breaking AAA games. Today, I'm proud of the world class customer support organization I've built.
6 features define me professionally:
- 💁♂️ Relentlessly focused on the customer.
- 🚀 Passion for build new scalable growth-focused processes and products.
- 😵💫 Ability to thrieve through ambiguity.
- 🗂 A data and logic driven mindset.
- 🤝 Exceptional interpersonal skills.
- 🛠 A "lead from the front" and "treat people like people" mentality that inspires teams to deliver.
