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VP, Trust & Safety and Content Moderation, Partner Hero
(Feb 2024- Present)
- I run the Trust & Safety and Content Moderation business for Partner Hero, a premium, for-good outsourcing company.
Founder/ co-host/ editor/ producer, Trust in Tech Podcast
(Nov 2022 - Present)
- Co-founder of the Trust in Tech podcast, by integrity professionals, for integrity professionals. Distributed by the Integrity Institute (as part of a visiting fellowship).
- Top 5% podcast from Apple podcasts.
VP, Customer Experience, Grindr (May 2022 - Dec 2023)
Senior Director, Global Head of Customer Experience (Aug 2020 - Apr 2022)
Global department head for Customer Experience, Customer Support and Trust & Safety. Stakeholder for all things authenticity, user safety, anti-abuse. Customer champion and advocate.
In my time leading CX and T&S at Grindr, I (and my team, obviously) achieved:
- 50% reduction in user reports of illegal and prohibited activity, even as user base grew, through onboarding machine learning models and proactive moderation.
- 86% reduction of user reports of spam, through implementation of AI, ML, and custom rules engines.
- 39% reduction in accounts banned for suspected solicitation, due to in-app warnings and education systems alongside ML models.
- 98% content moderation QA scores (up from 70%) through moderator training, oversight, and process improvement.
- 60% less support ticket volumes, while doubling help center visits from 1 million to 2 million / month.
Adversarial Tester / Red Team, OpenAI (Freelance)
(Oct 2022 - Mar 2023)
- Adversarial tester of GPT-4 model prior to public launch, especially in the areas of harmful content, influence operations, and bias. Work included in the system card for OpenAI.
Senior Director, Customer Experience, OkCupid/ Match Group
Remote/ NYC – (June 2010 - August 2020)
Global head of Customer Support and Trust and Safety departments, through high growth period. Developed OkCupid's customer support team from the ground up (from being employee ~20 to taking OkCupid public as part of Match Group purchase).
In my time there, I achieved:
- 50%+ reduction in user reports of spam (Onboarded machine learning systems and vendors at OkCupid for the first time).
- Launched comprehensive Account Takeover program, proactively detecting suspicious activity on tens of thousands of accounts.
- Overhauled T&S culture, policies, and operations, resulting in low-turnover frontline team and consistent 95%+ quality scores.
- Wrote and developed policy and enforcement for community guidelines.
Director of Customer Support (Jul 2013 - Jul 2016)
- Created and developed OkCupid's customer support team from the ground up. Was the first support hire at the company, and built up the department to a team that could support millions of customers around the world.
Customer Support Manager (Jul 2011 - Jun 2013)
Trust and Safety Analyst (Part-time, Jul 2010 - Jul 2011)
Advisory Boards, Fellowships, Industry volunteering
Integrity Institute - Visiting Fellow, First Community Cohort - 2023
Trust & Safety Professional Association - Coffee Chat Mentor - 2023 - Present
Trust & Safety Hackathon Steering Committee - 2023 - Present
Partner Hero Advisory Board - 2022 - 2023
Oasis Consortium Advisory Board - 2021 - 2023
Additional Experience
Co-founder, Executive Director, West Chester Meditation Center
(2015 - 2017)
- Volunteer leadership position for a non-profit teaching mindfulness and meditation. Led board of directors and volunteer program.
- Responsible for marketing, web presence, community building, event programming, member communications.
Co-Founder - Twenty Sided Store
(Aug 2009 - Aug 2010)
- Co-founded the awesome Twenty Sided Store in Brooklyn, NY, a brick and mortar store for tabletop gaming. The store is still going strong with the other co-founders!
Founder - Viva La Vinyl (online forum)
(2002 - 2011)
- Founded an online community for trading and talking about vinyl records. Included an archive and index of rare pressings.
- Responsible for community building and management, content moderation/ trust and safety policy and guidelines, marketing, business operations, web content.
Film/ video editor (2004 - 2012)
For many years before working in tech, I worked in documentary film post production.
- Editor, Camden Love Hate - documentary feature length film (2011 - 2012)
- Editor, VBS/ Vice films (2007 - 2009)
- Lead Assistant Editor, Leopard Films (2006 - 2007)
- Junior Editor, MTV on demand (2005 - 2006)
- Production/ Post Production Technition, Dayton Public Access Television (2004 - 2005)
- My IMDB page has more info.
Education
Bachelor's Degree in Communication
Antioch College