Sam Hurst Email & Phone Number

- Spearheaded cross-functional collaboration between product teams and legal operations to transition listing filters from string form to phrase matching, reducing fair housing discrimination and enhancing smart filtering capabilities.- Consulted with internal Machine Learning teams to relay performance reporting, insights on false-positive rates and suggest model improvements as well as consistent training of models through accurate moderation. - Conducted regular macro audits to enhance clarity of communication, resulting in reduced SLAs and improved user experience.- Established and maintained a comprehensive library of SOP documentation, catering to various learning styles and ensuring operational efficiency.- Collaborated with legal team to classify policy violations using a tier system, leading to strategic scaling and operationalization of the system.- Presented to engineering teams and created JIRAs to facilitate product updates, enhancing efficiency and consistency across moderation teams.- Conducted regular audits of internal filters and systems to ensure optimal functionality and effectiveness.- Developed and implemented internal QA scorecards across multiple teams, enhancing performance and quality standards.- Created FAQ and Troubleshooting guides to empower team members to self-diagnose and resolve issues independently, minimizing escalations.- Crafted a team charter encompassing KPI expectations, career development pathways, and fostering a positive team culture.- Establishing vendor support team to complement internal reps, conducting initial onboarding, ongoing coaching and measuring KPI success.- Collaborated cross-functionally with internal sales partners to design SOPs for a smoother paid client experience while maintaining platform trust and safety standards.- Partnered with product teams to implement stop gaps in form submissions, reducing duplicate help requests and streamlining user interactions across web and mobile applications.

-Monitored and delivered regular qualitative and quantitative reporting to drive insights on improvements, ensure compliance and drive client satisfaction individually and at scale.- Partnered cross-functionally with data science to analyze trends and feedback to make data-driven decisions per strategy as well as building required dashboards- Developed and scaled scorecard reports to share performance metrics with designer contractor network, driving improvement by up to 20%- Managed >400 designer payments per week and other administrative tasks- Implemented opportunities to drive ongoing efficiencies and improvement across the Design Operations Team in process and policy to achieve OKRs- Carried out performance appraisals, capacity planning and enacted on subsequent contract renewals or off-boarding processes.- Created strategy to determine root causes of subpar client satisfaction scores and action steps for improvement.

Portland, Oregon, United States

- Managed an international Operations & QA team and owned multiple processes, driving success, accountability, efficiency and production resulting in a 259% increase in high quality tutors and a high level of internal alignment- Led cross-departmental workflow and system optimization change management projects focusing on scalability and operational excellence pre and post launch- Managed projects in operational, policy and product areas with cross-functional teams in a high-growth environment whilst propelling strategy- Implemented metric, data and feedback evaluation and analysis to drive OKRs and spur decision making to enact company strategy- Created policy documents and workflows whilst acting as a subject matter expert, performing regular quality assurance checks and delivering performance reports-Developed reference materials and strategy including conducting onboarding which contributed to a 211% rise in experienced users from desired markets.- Administered contractor payments and serve as main point of contact and outreach for external payment companies.-Ran outreach and maintain communication with external collaborators for varied projects including video and copy production.- Lead change management in process and policy as operational needs evolved in conjunction with supporting rapid growth.-Created and maintained detailed policy and guideline repositories, both contractor and client facing.

In this role I managed the daily operations in the Tutor Quality team. This consisted of monitoring all aspects of a tutor's performance on the platform. - Evaluating and making decisions on incoming tutor applications. - Identifying tutors with high potential and helping them grown on the platform. - Evaluating a tutor's work before proceeding to take appropriate action, both positive and negative, either rewarding their profile with specific performance-based badges or removing where necessary.- Moderating and participating in tutor forums.- Writing monthly performance reviews. - Evaluating and confirming potential refund decisions. - Ensuring that tutors adhere to policy

I taught students ESL through an online environment. I was primarily focused on teaching K-12 students as well as university students, teaching a range of English Language skills from initial vocabulary to advanced grammatical rules.I was also able to work with fellow teachers, through forums and social media to help coach and offer help to newer teachers as well as giving feedback and commenting on areas of improvement.

I researched and designed copy and luxury travel itineraries about worldwide destinations, which were then marketed and sold on the Travelopod website. - Researching and writing itineraries for a variety of budgets- Using luxurious and travel-specific copy and images to entice clients to purchase tours.

I was responsible for researching a host of information surrounding football clubs throughout England, Wales, Scotland, Germany, France, Italy and Spain as using this information to create travel guides for traveling supporters. This information ranged from suggesting restaurants in the area to recommending exactly where to sit in the stadium to ensure the supporter enjoyed their ideal experience.

Đà Nang, Da Nang City, Vietnam

Following on from my experiences teaching adults and wanting to challenge myself in a personal and professional sense, I moved to a language center primarily teaching children and teenagers of all abilities. Lessons ranged from basic skills (numbers, colors) to more advanced grammatical rules and 'native' level vocabulary such as idioms and word stress.Also listened to feedback from different teachers and used this to create lesson plans and activities utilizing a wide range of learning techniques

Prague, Czech Republic

After completing my TrinityCert TESOL at Oxford House, I was hired on by the school to continue working there as an English Teacher. Working with adult students of all ages, I taught classes ranging from introductory English to advanced language use, utilizing a range of pedagogical styles.

Rothley, England, United Kingdom

I worked closely with the CEO to expand and bring in new business and clients, following up leads that had been acquired at a range of educational conferences. I also worked with clients to produce approved copy and content for a variety of marketing materials.