Laura Wilson-Tobin Email & Phone Number

Ann Arbor, Mi, Us

Ann Arbor, Mi, Us

Lead the Platform Policy function, managing a portfolio of projects to improve the integrity of Eventbrite’s marketplace. Develop and program manage the cross-functional implementation of research-backed policies in close partnership with Operations, advise Product on designing features that consider integrity risks and requirements from inception, and collaborate with Public Policy and Legal to ensure the business is prepared for upcoming regulatory requirements. Own external-facing platform policy-related content, driving external awareness of and understanding of our policies through our Community Guidelines, Help Center, and user communications. Serve as the point of escalation on edge cases and novel platform policy challenges.

When the pandemic hit and closed schools and daycares, I took a career break to raise our two young children.

San Francisco Bay Area

- Partnered with senior leaders across Finance, Risk and Legal. Acted as both coach and thought partner, providing input to help them build the right team to achieve their vision, lead through challenges and change, and navigate the organization cross-functionally. Connected regularly with Recruiting, FP&A, and ICs on their teams to keep a pulse on the organization. - Supported 200+ employees with people-related programs, including performance management, compensation, talent planning, and employee engagement- Performed complex ER investigations - Managed a People Specialist (promoted to a People Partner); provided coaching and partnership in supporting people-related programs and increased ownership of internal clients

San Francisco, California

- Hired as first dedicated leader of Credit Risk Operations at Stripe, a high priority focus area for the company. Oversaw and set long term vision and strategy for the team. Built team structure, operating process, and benchmark metrics. - Led team of 6 Risk Strategists, responsible for reducing credit risk and losses. Team developed policy and procedures to make credit risk operations more effective and partnered closely with Data Science, Machine Learning, Product, and Engineering to build improved tools for monitoring and assessing credit risk.- Collaborated with Sales, Treasury, and Finance leadership to build a review process and mitigation strategy for high potential users who posed credit risk.

San Francisco Bay Area

- Led a team of six senior support specialists in San Francisco and Nashville, responsible for handling complex and time-sensitive escalated issues- Coached team in providing excellent support and driving policy change; provided quality feedback for 8 global specialists- Scaled team to meet the demands of a growing Customer Experience Team and customer base; reduced inbound contact by 25% through efficiency gains and automation opportunities- Drove proactive initiatives that strengthened our business in Trust and Safety and Payments by working extensively with leaders across the company- Represented the Customer Experience Team for high-level company decisions; sought-after by our Executive Staff for expertise in resolving complex issues- Recognized by company for my contributions to the business by being awarded the “Make it Happen Spirit Award”

San Francisco Bay Area

- Advocated for improvements to platform and policies to keep community safe and build brand trust- Collaborated with teams across the company to proactively promote trust within the community, as well as respond with a unified front to security threats- Co-facilitated a training program for 25 new hires in Nashville focused on interaction, feedback and community building- Mentored teammates on best practices; acted as resource and sounding board for escalations, ideas and questions- Led trainings on updates to workflow- Prepared all Trust and Safety content for migration to Salesforce- Developed processes and streamlined workflows to efficiently and effectively manage customer contacts related to Trust and Safety matters- Acted as a resource and point of escalation for complicated customer contacts- Overhauled Trust and Safety ZenDesk content to provide for increased team efficiency

San Francisco Bay Area

- Utilized bilingual background (English, French) to provide YouTube Partner and Google AdSense support- Evaluated whether candidates qualify to have advertising on their videos from legal and policy perspectives- Collaborated with teams across YouTube to brainstorm and troubleshoot launches of new products- Created YouTube Help Center content and email communications for users- Led policy initiatives within team; served as primary point of contact for policy escalations- Trained new hires; served as mentor for program objectives, policies, and troubleshooting tech issues- Problem-solved technical difficulties to optimize user interaction experience

San Francisco Bay Area

- Collaborated with 3 team-teachers to care for and teach 18 children, ranging from ages 3 to 5- Responsible for intimately knowing each child’s learning style in order to best shape my interactions

San Francisco Bay Area

- Provided excellent service to guests in a friendly and efficient manner.

- Translated documents that were sent to Rwandan ministers about a peacepromoting project

- Created and supervised daily activities; specialized in creative writing activities- Acted as Assistant Program Director, liaising between counselors and campers

- Worked intensively with an 8th grade student to improve his basic French language abilities- Created a curriculum appropriate to student's skill level; his test score rose from a D to an A

- Led improvisational theater workshops with students ages 9 to 13 culminating in a final production