- Subject matter expert on Airbnb’s regulatory compliance product suite, utilizing extensive product knowledge to serve as frontline support in fostering strong relationships with government partners- Led development of policy products for jurisdictions that represented $8B+ in global booking value for regulatory legal compliance and stakeholder satisfaction- Spearheaded the full-cycle build of 95+ regulatory products, from gathering requirements for product request intake through to managing implementation and training government users to help drive user product adoption- Orchestrated cross-functional teams involving Policy, Legal, Engineering, and Product team members through soft diplomacy to streamline product build processes- Designed and built critical Salesforce reports and dashboards, empowering 250+ global Policy team users to track KPIs and goals effectively

💈Point-of-sale SaaS solution that does everything for successful barbershops💈

- Execute introductory, consultative, and product training tutorial calls with over 3,000 Shef applicants, guiding their progress in the funnel throughout their onboarding lifecycle to a successful launch- Synthesize and share customer feedback and insights at product roundtables to help influence Shef’s product roadmap - Develop and implement new processes (call format/structuring and communication campaigns), which have helped increase average weekly onboarded shef count from 10 per week to now over 60 per week- Build and nurture relationships with new shefs through empathetic customer support to establish trust and reduce churn- Facilitated a UX research study focused on discovering reasons applicants stall in the funnel, presented it to the product team, and it helped lead to product changes resulting in funnel conversion increasing 16%Shef is a homemade food community that enables new economic opportunities for immigrants, refugees, and stay-at-home parents. The Shef platform is dedicated to economic empowerment and cultural inclusivity by enabling anyone to feed their neighbor.

- Master and maintain knowledge of company policies and procedures on compliance, policy, legal, local regulations, consumer bodies, and brand risk topics.- Act as regional NA point of contact for market-specific stakeholders, facilitating roundtables and advocating for RR and CS ways of working.- Serve as North America operations co-lead facilitating tax levies, liens, and garnishments actioned against NA Airbnb hosts- Collaborate with 6 CCPA Privacy specialists processing data subject requests (deletion, access, and portability) for NA users, ensuring privacy and data rights are maintained, eliminating company liability risk- Compile incident reports at the direction of leadership and maintain high levels of confidentiality while performing investigations.- Advocate for global alignment while solving for regional and local nuances by promoting collaboration and dialogue among the regions.

- Develop and execute sales strategies to grow supply listings in the Mid-Atlantic vacation rental markets- Onboard property managers & third party software staff by project managing them through the pipeline to listing activation. Overcome objections in the funnel, and collaborate with engineers to surface blockers on our side- Serve as a B2B SaaS Customer Success Manager post-sale by optimizing supply partner key accounts in my territory through education, training, and MBRs- Support specific campaigns and traveled to help facilitate in-market host acquisition events, as well as client meetings.- Data and reporting analysis to assist in growing my region strategically- Collaborate with channel managers and other integration tools to ensure smooth transfer of listings and maintenance of high-quality standards- Work cross-functionally with product and marketing teams to streamline workflows and communication channels- Daily work in Tableau, Salesforce, Superset, Cirrus, Asana, Zendesk

- Pilot a new sales team within the Airbnb CS organization focused on activating new listings + growing our host community in supply-constrained markets - Lead strategic, targeted outreach campaigns centered on acquisition, retention, user experience, and quality- Project Manage individual users through the pipeline of listing their spaces.- Host members of the Portland, OR host community for special events, bolstering user connection to the Airbnb brand and helping us with UX research

- Created workplace culture surveys, analyzed results, and identified management problems requiring improved solutions- Collaborated in team discussions to create solutions- Assisted in resolving personnel conflicts within several company HR departments

- Resolved constituent concerns and questions over the phone in customer service role- Considered the preferred Capitol Hill tour guide for visiting constituents- Coordinated over ten information briefs with senior staff on political hearings- Researched current and relevant events for senior staff, which shaped opinions leading to informed decisions

- Provided friendly customer service to nearly 1,000 people daily- Responsible for assigning and managing seating in a fast paced environment