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• Served as interim Chief Operations Officer (incl. HR, Talent, and IT) during critical inflection point for the organization• Oversaw migration of org out from under its 10-year fiscal sponsor to an independent entity as a 501 (c)3 • Developed ongoing reporting to fiscal Board in partnership with outsourced controller• Set up US-based payroll over 5 states• Co-led the organization’s first priority, goals, and KPI-setting process• Developed first professional development curriculum for people leaders in the organization• Streamlined workflows, needs, and budgets of the organization’s core programs• Led initiative to source and launch organization's community-matching platform, https://connect.thedinnerparty.org/

• Led our global Product Insights team, embedded in all product teams across the company• Co-led the cross-company initiative at Airbnb that brought all of our bug reporting and quality metrics into one platform shared across Product, Engineering, Design, and Customer Experience, resulting in $$ tens of millions saved annually because of fewer product quality issues (and therefore, fewer customer contacts)• Myself + the 3 managers who reported to me were responsible for over 20 full-time employees (FTEs) and a global, outsourced team of nearly 50 FTEs• Recruited 75% of my team from within Airbnb over my tenure because I deeply believe in prioritizing internal growth opportunities whenever possible• Helped 30% of my team go on to become data scientists and product managers both within Airbnb and at other companies• Served as a cross-company mentor, meeting with employees to work on professional and personal goals• Served as a core-values interviewer, focused exclusively on senior- and executive-level hires

• Lead effort that reduced call center agent workflow inefficiencies resulting in just under $1M in annual savings • Developed and launched first customer accommodations (“make goods”) program for Google Play Store• Took over customer dissatisfaction analysis program, rolling out new processes improvements to 5 global product support groups

• Led team directing internal communications for our captive and outsourced contact center network• Prepared customer service management and operations teams for upcoming product tests, campaigns, launches, and process changes• Gathered customer support insights to drive customer support and product improvements• Oversaw transition of Tier 3 technical support from operational to support model

• Fostered and maintained cross-functional relationships with both corporate and vendor partners, leading top-down communications throughout global customer service network• Analyzed customer and agent feedback, end-user metrics, and call driver stats to inform knowledge base content updates• Coordinated localization of this content and corresponding announcements• Co-led the launch of http://help.netflix.com/• Created video demos for upcoming product launches and A/B testing

• Facilitated instructor-led training courses on exceptional customer service and expert product support• Judged trainee fit based on tone, ability to use resources, and willingness to implement feedback• Created, maintained, and administered Articulate Quizmaker knowledge checks via Sharepoint LMS as well as Adobe Captivate Elearning modules

• Managed team of representatives, coaching them to provide exceptional customer service

• Engaged each customer to personalize each shopping and/or session experience

• Brokered professional lines business for client base in Virginia, Maryland and District of Columbia• Managed administrative needs for our brokerage

• Earned a Commercial Driver's License (Class B with passenger-carrying endorsement) in order to operate a transit buses for students and employees of the university