Trust & Safety Operations Lead: Incident ManagementUnited States Data Security Division

-Gap year after company ROF.-Consulting for various tech companies on T&S best practices.-Attending T&S conferences and events around the NYC metro area.-Volunteer work with various non-profits both related & unrelated to T&S.

-Global Director of T&S responsible for 300+ content moderators, quality analysts, and support agents.-Leading T&S Ops across 3 recently acquired brands; Hive Media Group, AdYouLike, and Jeeng.-Providing 24/7 hybrid moderation services, spanning several regions and covering over 10 languages. -Managing the manual moderation process, ensuring the safety of over 6 million daily active users.-Chairing an internal oversight board, responsible for reviewing & crafting company partnership policies.-Nurturing key relationships with industry leading BPOs, service providers, AI vendors, think-tanks, media houses among others.-Helping to evangelize and promote Trust & Safety across the industry.

-Experienced another rapid growth phase and scaled to ~250 content moderators.-Continued overseeing the operations, training, and quality assurance of the T&S org.-Served as the main point of contact between the company and all strategic moderation partners.-Partnered with both pre and post-sales teams to provide customized moderation solutioning.-Routinely held metric reviews with key partners and internal stakeholders.-Preformed evaluations on AI, ML, and NLP vendors seeking to integrate with our tech stack.-Led the company's law enforcement response, taking point on all LE cases.

-Founded the first T&S function within the company comprised of ~10 agents.-Experienced a rapid growth phase and scaled up to ~100 full time content moderators.-Oversaw all team functions from; operations, training, quality assurance, etc.-Moderated user generated content ensuring the accounts & posts adhered to the platform policy.-Served as point of contact between the company and multiple BPO vendors.-Aided customer success in client facing meetings to develop moderation best practices.-Liaised with product & project management teams to advise on new tool developments.-Created and published the platform's initial Community Guidelines & Partner Standards.-Partnered with our privacy and legal teams on the publication of our company's legal center.-Provided point on escalated cases from both partners & external content review teams.-Published and maintained documentation relating to the T&S org, processes, and guidelines.

-Responsible for leading our partner & user facing customer service operations.-Mentored a team of outsourced support agents, providing 24/7 support globally.-Implemented ticket queue flows, macros, SLAs, and agent escalation pathways.-Created and maintained both internal & external facing FAQ knowledge bases.-Served as point of contact between the company and 3rd party CS vendors.-Liaised with internal teams to track & resolve product defects and other various escalations.-Provided product QA over new releases and tracked product issues.-Handled cases of the highest sensitivity escalated by outsourced agents.-Provided point for support on account issues relating to GDPR, CCPA, and COPPA.OpenWeb (formerly Spot.IM) partners with over 5,000 of the world's largest and top leading media brands such as: Fox News, Yahoo, AOL, Rolling Stone, Refinery29, Newsweek, and many more to help foster online communities and bring the power of first party data back to the publisher. OpenWeb's platform is utilized by over 120 million users monthly.

Working in various roles with some of the largest and most interactive UGC & gaming platforms on the web. Providing services to brands such as Answers.com, Caring.com, GoodGame Studios, Boxpilot, and many more.-Moderated user generated content ensuring it complied with the platform policy.-Reviewed a variety of text, photo, and video content both user reported and flagged by AI.-Disabled accounts which frequently violated the platform standards.-Investigated appeals within moderation decisions and provided support over Zendesk.-Assisted in onboarding and training new hires, guiding them on tool usage and policy nuances.-Actively contributed to tool enhancements and policy updates, based on firsthand case outcomes and insights.