Stephanie Manzo Email & Phone Number

The Trust & Safety Professional Association (TSPA) is a 501(c)(6) non-partisan membership association that supports the global community of professionals who develop and enforce principles, policies, and practices that define acceptable behavior and content online and/or facilitated by digital technologies. TSPA works to create and foster a global community of trust and safety professionals, collaborating with them to build a community of practice, and providing support as they do the challenging work of keeping online platforms safe.

The Integrity Institute is a nonprofit organization run by a community of integrity professionals working towards a better social internet. The group has decades of combined experience in the integrity space across numerous platforms. We are here to explore, research, and teach how regulators and platforms can do better.

Providing the blueprint for establishing and evolving screening programs for Gig clients, including online marketplaces, ride sharing services, and grocery/food delivery apps, in line with their risk appetite and developing business needs. Lead the day-to-day Account Management and operations of the Gig Client Success Team. - Serve as the companies Gig Economy expert- Collaborate cross functionally with Sales leadership, on mid-market and enterprise level opportunities to drive new business and upsells.- Perform market research and competitive intel to stay apprised of Trust & Safety best practices- Provided strategic direction to team of Client Success Partners, who serve as trusted advisers to some of the industry leading Gig economy companies- Establish strategic relationships with clients’ key decision makers, generally Trust & Safety Leaders, Legal Teams, Engineering, etc.- Utilize data and analytics to drive Account Managment strategy and vision

Client Success Leader specializing in the gig industry, adept at nurturing strong client relationships and driving customer satisfaction. Skilled in mentoring account managers to become strategic advisors, ensuring clients maximize value from our solutions. Proven track record of collaborating cross-functionally with product and tech teams to align client requirements with product enhancements, driving innovation and client success. Passionate about delivering exceptional experiences and fostering long-term partnerships in the ever-evolving gig economy landscape.

Responsible for managing the day to day screening program for OnDemand/Gig Economy clients. As a Strategic Account Manager my primary goal is to provide hiring peace of mind by delivering a simple, smarter background screening and on-boarding experience for employers worldwide.- Act as a strategic advisor to clients by being the “go to” person for strategic account needs- Identify and develop multi-level relationships with key decision makers to ensure retention- Conduct business reviews, use value add propositions to mitigate risk and enhance programs- Monitor and analyze development and strategic progression for all client accounts- Create strategic account management plans as a roadmap to grow customer revenue- Implement long term contract agreements with clients to review and grow revenue- Propose additional products and services to expand footprint within existing accounts

Waltham, Ma

Oversaw all day-to-day operations of global Safety Team. Responsible for driving background check revenue goals and managing annual operational Safety budget. Led cross- functional initiative to revamp company’s Safety vision and goals. Tasked with formalizing and the ongoing management of Voice of Customer (VOC) & Net Promoter Score (NPS) Team (one manager, four analysts). Developed strategic plan for integrating VOC/NPS initiatives into DNA of the company, driving change to improve user experience.- Drove fraud prevention strategy and execution, reducing fraudulent transactions.- Established tactics to drive safety engagement, resulting in an increase in background check usage.- Created Crisis Communication protocol in collaboration with Legal and PR teams.- Accountable for collection, categorization, and reporting on Voice of Customer feedback.- Established regular cadence of meetings to share member feedback with Product.- Conducted focus groups to collect member feedback on existing UX and proposed UX changes.- Expanded VOC/NPS analysis/reporting to B2B and International businesses.

Waltham, Ma

Reporting directly to the company’s General Counsel, led the research into new safety vendors and tools; as well as the project management of the planning, UX design, and implementation of those tools (including Motor Vehicle Records Checks, Adverse Media Checks, and Premier Background Check). Responsible for the Legal research associated with the implementation of these tools both domestically and international. - Revamped Care.com's Safety website design, communication, and member education- Led Safety product development and UX (including background check experience)- Established Safety Coalition & developed partnerships to share best practices with industry leaders- Supported international expansion by researching county specific safety/BGC regulations and laws- Managed relationships with vendors who supported US and International Safety programs- Conducted root-cause analysis following all major safety related incidents for risk mitigation

Waltham, Ma

Managed three functional areas within Operations (Member Review, Safety, Business Vetting), team made up of Operations Managers, Supervisors, and Analysts. Implemented processes to scale in line with company growth. - Responsible for strategic direction of company’s Safety initiative- Collaborated with business owners to drive strategic planning and product optimization- Oversaw hiring and capacity planning, training/development of analysts- Responsible for leading process improvement and productivity enhancements- Made investments in technology to help scale operations and minimize volume for Ops teams- Developed quality and safety standards for member generated content/behavior- Reported key performance metrics and statistics to Senior Management Team on weekly basis

Waltham, Ma

Responsible for Customer Service Management. Establish remote workforce and scaled team. Implemented CRM platform (Salesforce) to support member communications. Created all process documentation and conducted trainings related to launch of Salesforce. Launched Care.com’s first Call Center Operations and implemented first phase of other customer facing initiatives, such as live chat and self service FAQ page.- Built a cohesive customer service team, by recruiting and retaining high caliber, diverse talent- Continually developed, trained, and coached staff on KPIs- Performance management; Analyzed individual performance and provided developmental feedback- Implemented CRM platform (Salesforce) to manage/scale member operations- Scheduled staffing based on volume trends to ensure service levels were met- Conducted first call resolution analysis and implemented tactics to reduce calls by 5%

Waltham, Ma

Tenth employee at this early stage start-up, with advanced computer proficiency and technical abilities, responsible for responding to all member inquiries and the assessment of all user generated content. Focused on customer advocacy, continuous process improvement, and documentation of entire customer program.- Managed all aspects of Customer Relationship- Continually improve member satisfaction through resolution of conflicts and concerns- Ensure member generated content met Care.com quality standards- Assisted with the build out and implementation of customer information systems- Developed standard operating procedures and knowledge base in preparation to scale Member Care Team