In 2005, I was fortunate to join a fresh, naive, and aspirational team about to launch a virtual world for children called Club Penguin. Our little project grew to support a community of millions of children around the world and, in 2007, The Walt Disney Company purchased us. My role in this was to build and lead a team which grew to over 200 support reps located in 6 different countries who supported our users with finesse and creativity, securing our product as a leader in both trust and safety across the industry.
Since, I’ve had the privilege of working with various products in both children’s and over-13 categories to help find meaningful ways to support large and small communities in ways which meet legislative requirements while recognizing the need to maintain realistic operating costs. Some of the products I’ve worked with include: Glitch (birthed Slack), Petra’s Planet, and Sulake (Habbo Hotel). Most recently, as Chief Experience Offer at Community Sift, I worked with top brands to proactively address abuse using sophisticated technology blended with intelligent tools to help make moderators incredibly efficient in finding and addressing bad actors.