Beau Dawson

Solo-founded consultancy. Fractional leadership + product development. AI-as-a-Service model serving SMBs.

• -Built Console — an autonomous agentic CRM that reduces administrative overhead by ~90% through AI agents handling data entry, pipeline tracking, and workflow orchestration.
• -Developed 12+ custom AI-powered tools and micro-apps for SMB clients, automating document processing, customer communication, and workflow bottlenecks.
• -Available for fractional COO / VP Ops engagements with a dedicated technical crew to rapidly overhaul client tooling and operational infrastructure.

Series A-B hospitality SaaS. 15-person team + 2 operational sub-teams. Also held oversight of Success team and contributed to Sales redesign during leadership transitions.

• -Revamped end-to-end support workflows with tiered escalation model — 20% faster resolution, 35% CSAT improvement.
• -Architected scalable knowledge base from scratch — reduced ticket volume 18% per venue through customer self-service.
• -Built Shopify-to-HubSpot integration for hardware sales — reduced ops effort 60%, delivered first-ever live inventory tracking.
• -Engineered career-pathing framework: 9 promotions including 3 double-promotions. 0% leadership turnover across entire tenure.
• -Replaced informal onboarding with structured curriculum — 90-day success rate went from 50% to 90%.

Hospitality marketplace. Fully remote, London-HQ. Managed distributed team through pandemic-era travel disruption.

• -Transitioned entire support team to fully remote during COVID-19 — zero service downtime during the most volatile period in travel history.
• -Built comprehensive digital SOPs, internal wikis, and self-service resources that reduced agent workload and survived team transitions.
• -Maintained 0% total team turnover during global pandemic disruption.

UK hospitality tech company that acquired a US platform. Built the entire US support division during post-acquisition integration.

• -Orchestrated migration of 1,500+ customer accounts with 90% retention — preserving $1.1M in annual recurring revenue.
• -Built 12-person US support division from zero: org structure, job descriptions, hiring rubrics, training protocols, QA processes.
• -Designed communication strategy, migration timeline, and escalation protocols for a high-risk M&A transition.

Global travel tech. Four promotions in 3.5 years: Billing Specialist → Team Lead → Support Manager → Support Director.

• -Discovered and resolved complex billing logic errors in legacy systems — directly recovering $1M+ in silently lost revenue.
• -Overhauled billing and support workflows — 50%+ reduction in processing errors.
• -Identified $1M annual revenue leakage and internal fraud by bridging the blind spot between Support and Finance data.
• -Led international termination of outsourced support ops and relocated distributed teams into parent corporate structures during HomeAway-to-Expedia integration.
• -Orchestrated 22 promotions during organizational restructuring, with 18 team members transitioning into cross-functional roles.