7 CupsDirector of Community Development (company size < 10 employees)
Jan. 2014 - Aug. 2018Greater New York City Area• Worked cross-functionally to conceive and launch new product features aimed at improving user engagement, retention, and growth, by ensuring successful design, development, and deployment.
• Built robust superuser program from the ground up. At its peak, the program had over 1000 members working across multiple verticals including, chatroom programming and moderation, forum programming and moderation, listener quality and ongoing education. • Conceptualized and led the execution of the 7 Cups ongoing listener education programming, which currently boasts over fifty-five training guides, a 10 level certification system, and a mock chat verification process. • Crowdsourced the 7 Cups app into 12 languages. • Worked cross-functionally to conceive, launch and continually iterate on game elements, aimed at increasing engagement and retention. • Set up the chat quality review product and protocols and oversaw the de-escalation of over 10,000 user reports generated weekly.