dw.Don WardINDEPENDENT CONTRACTORSee my work

HI, I'M DON

I work where operations and technology meet.

My background is a mix of operations, technology, client delivery, and implementation. That is the perspective I bring to the systems I build.

DW.
Don WardAutomation and Systems Contractor

I've been on both sides of the handoff.

I've spent more than 10 years working on the systems and processes companies rely on every day. I started in support and client operations, moved into broader operations and product work, and then into healthcare technology, integrations, analytics, implementation, and technical delivery.

Along the way, I've worked on support teams, CRM driven onboarding, software implementations, reporting automation, healthcare workflows, conversational products, and technology across venture backed companies.

That background is useful for contract work because I understand what happens after the automation is built. The workflow still has to make sense to the people using it. The reporting has to be useful. Errors need a clear recovery path, and someone has to maintain the setup after handoff.

The work I tend to get pulled into

  • Systems that do not share information cleanly.
  • A CRM that does not match the actual sales or customer process.
  • Reports that take too much manual work.
  • Automations or AI workflows that need business logic around them.
  • Support operations and implementations with too many loose ends.
See what that looks like in practice

HOW I GOT HERE

A career close to the work.

01

ENTERPRISE HEALTHCARE

Connecting delivery with the technical detail

Business and technical requirements, member eligibility workflows, data validation, operating models, release planning, and client delivery.

Eligibility & EDIRequirementsTechnical delivery
See related work
02

VENTURE STUDIO

Building systems across a portfolio

CRM implementations, portfolio analytics, integrations, software tracking, and technology implementation for healthcare portfolio companies.

HubSpotPower BIPortfolio operations
See related work
03

HEALTHCARE TECHNOLOGY

Improving the operations behind the service

Support and account operations, claims and credentialing workflows, vendor management, and process improvement through automation.

Support operationsAutomationHealthcare workflows
See related work
04

SAAS & CRM PRODUCTS

From customer support to product delivery

CRM platform operations, client success, reporting automation, a conversational CRM product, and a better sales to implementation handoff.

CRM productsClient deliveryProduct ownership
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HOW I WORK

Understand it. Build it. Make it usable.

A practical process, from the first conversation to the final handoff.

  1. 01

    Understand the process

    Start with how the work happens today, including the exceptions and manual steps.

  2. 02

    Find the right first fix

    Focus on the repeated work, delays, errors, or unclear ownership that matter most.

  3. 03

    Build and test

    Configure the system and test the whole workflow, including the handoffs.

  4. 04

    Handle the edge cases

    Check missing data, duplicate runs, access problems, and unavailable systems.

  5. 05

    Leave a clear handoff

    Document the setup so your team can run and maintain it after the project.

LET'S MAKE THE WORK EASIER.

A clearer process.
A system that works.

Have a workflow that needs a better way? Start with the work that looks closest to yours.

Explore my project examples

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