Hello
I help companies and leaders strengthen their customer experience and operational foundations, build healthier teams and navigate growth with clarity and intention.
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Through CXAmplified, I support early- and growth-stage teams, as well as more established organizations navigating scale, transformation, or operational complexity. My work blends operational structure with a human-centered approach, helping teams move with more confidence, communicate more clearly and create customer experiences that feel thoughtful instead of chaotic.
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Whether you’re building something from the ground up, leveling up your CX function, or trying to get your arms around growth, I’m here to help you figure out what comes next — in a way that supports where your team is today and where you want to go next.
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Lupe
Founder | CX + Operations Leader | Leadership Coach
"Lupe has a gift for leading teams to translate the real barriers and roadblocks that customers face into clear, thoughtful and actionable insights."
Will Friedman, Healthcare Product Leader
My Story
Hi, I’m Lupe — a Los Angeles native, lifelong learner and passionate advocate for people and the customer experience. Like many people, my path wasn’t linear. Before my CX career even began, I had already learned how to navigate life on my own. I emancipated myself from foster care a few months before my 18th birthday, and shortly after found an opportunity behind a coffee bar at the world’s largest coffee chain. I worked there while putting myself through school, and with no safety net, I learned quickly that efficiency, empathy and human connection weren’t just ideals — they were survival skills. Those early experiences shaped the way I lead: with clarity, compassion and an understanding that small interactions can create lasting impact.
I eventually found my way into the startup world — first as a one-person support team at a fintech company, then into roles across training, quality and operations at companies ranging from matchmaking platforms to pet-care apps. I learned how to build teams from scratch, create structure where there was none and help organizations operate with more alignment and intention. Over time, I became the person leaders turned to when they needed clarity, calm and a grounded approach to growth.
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Most recently, I spent a decade at Headspace, where I built and led a world-class Customer Experience organization known for safe, supportive and human-centered interactions. I led global teams, elevated quality and training, partnered closely with Product and Engineering and introduced AI across the support ecosystem. These efforts strengthened operational efficiency, improved member outcomes and helped the organization scale responsibly.
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What’s always mattered to me is helping leaders show up with the clarity and confidence their teams rely on. When leaders feel supported and grounded, their teams feel it too — in the way they communicate, collaborate and navigate change. Whether I’m supporting an emerging leader or an executive, my focus is on strengthening the people they lead — and that has become one of the most meaningful parts of what I do.
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Outside of work, I love exploring LA’s food scene, enjoying local arts and theatre and spending time with loved ones. I also serve on the board of For Goodness Cakes, a nonprofit that provides birthday and graduation cakes for youth in foster care. As a former foster kid myself, this work is deeply personal — and a reminder that small acts of kindness can have lasting impact.