+ Led companywide L&D initiatives as part of the People Leadership Team+ Led the strategy, planning, and execution of quarterly Leadership Development Offsites; including analyzing learner data, producing and tailoring content, and working with 3rd party vendors+ Partnered with our CPO and Project Manager to support changes to our performance management process by way of behavior change initiatives; including 360 Feedback, OKR building and laddering, and Manager as Coach workshops + Leveraged Employee Engagement survey data to inform changes to our HR and Learning programsDeveloped an overarching L&D Strategy during a time of heavy change in partnership with our CEO and COO+ Adapted Match Group (parent company) six week Leadership Essentials Program to fit the needs of Hinge’s culture and business

Responsible for L&D initiatives for all employees across North America, including 11 Soho House locations, 4 Soho Works locations, and 3 public restaurant locations as well as the corporate offices in NYC and LA.+ Work with global Chief People Officer and global Director of L&D on strategic build and design of programs to upskill employees on procedure, service standards, culture, diversity & inclusion, and management best practices+ Partner with key stakeholders and Subject Matter Experts across the business to research and resource content used in building learning materials+ Conduct in-person, remote, and online trainings for a variety of topics including: leadership coaching, D&I/ DEI, career growth and development, EEOC and Anti-Harassment, soft skills and procedure up-leveling, product knowledge, and onboarding+ Source and attend 3rd party trainings with a goal of including additional vendors in our suite of L&D offerings/ learning library+ Developed the strategy, pitch, and implementation plan for new onboarding and train-the-trainer programs+ Refreshed and designed legacy content into standardized, branded learning tools using InDesign, PowerPoint/ KeyNote, Microsoft Suite, and Google Drive+ Owned language/ translation localization of all learning content in partnership with 3rd party vendor

Manage the overall operations of the Customer Service Department, including employee training-and-development initiatives, building operational infrastructure and policies, and creating quality assurance strategies aligned with the Estee Lauder Companies values.+ Led all Customer Service initiatives and programs, including the training and continued development of Call Center Customer Service Associates, additional contractors, and internal stakeholders/supporters+ Coached the team to reduce customer call abandonment rate by over 40% YoY+ Redefined success measures to increase Speed to Answer rate by 80%+ Launched Freshdesk, a ticketing software, to improve service delivery to customers and measure performance standards+ Leveraged Voice of the Customer data to work cross-functionally and build learning strategies to improve the overall Customer Experience and E-Commerce User Experience+ Defined standards of service, processes, and coaching plans to build the capabilities of the team and promote upward mobility of CS staff+ Managed metrics to ensure continuous improvement, employee development, and service standards are met + E-Commerce Payment Auditing and Payment Security Screening via CyberSource Payment Processor+ Ad Hoc: Staffing, Escalation Management, 3PL / Operations/ Fulfillment troubleshooting

Develop and deliver training tools for corporate and retail employees including onboarding, culture, product, styling, and service standards. Create a consistent Customer Experience (CX) across all retail and e-commerce customer service channels globally (including remote teams in US, CAN, EU, APAC).+ Lead and facilitate classroom training programs supporting new store openings, new call centers, employee onboarding, product/ style knowledge, service standards, technologies/ software, and culture (Apple KeyNote, Powerpoint, Workshops, Design Guides, etc.)+ Project Manager of the Learning Management System (LMS), which includes creating and uploading digital/ e-learning materials and quizzes while tracking user participation rates+ Part of an HR/Organizational Development initiative to fully realize our culture by coaching associates through business acquisition and change management+ Partner with the VP of Customer Experience & Org Development to strategize and build learning tools • (Presentations, Workshops, Newsletters, Infographs, Learning Guides and Workbooks, etc.)+ Support the Manager of Instructional Design to produce coursework in the SW brand voice and aesthetic+ Collaborate with leadership in Design, Merchandising, Communications, HR, E-Commerce, and Operations to create both evergreen and seasonal training materials that meet ongoing development needs of employees+ Audit CS interactions across phone, email, and live chat to capture VoC and coach/ mentor and train associates on customer experience standards and best practices+ Measure effectiveness of training initiatives and propose enhancements+ Assist in producing materials for annual Manager/ Retail Summits+ Ensure trainings are relevant to current fashion/ styling and Adult Learning trends.

Train and onboard store associates while maintaining quality assurance and product knowledge consistencies across all aspects of customer relations.+ Led all training and onboarding programs for the highest volume store in the city, including implementing Customer Experience best practices across all areas of guest relations+ Developed a tracking spreadsheet to manage training progress across 160 team members+ Piloted new software and hardware trainings within store and facilitated roll out of these trainings to additional stores across metropolitan market