Musubi

- Leading Trust & Safety strategy, market development, and product vision for an AI startup delivering advanced content & user moderation services.
- Architecting LLM policy engineering and developing expertise in prompt engineering for highly effective AI-powered content moderation.
- Educating customers on AI-driven safety solutions and contributing to the responsible development of LLM technology in Trust & Safety.

Head of Trust & Safety

PartnerHero

Advisory services for T&S development within PartnerHero

Senior Advisor

I ran the Trust & Safety and Content Moderation line of business at Partner Hero, a premium, for-good outsourcing company.
- Grew revenue by 76% in first year
- Brought in several new customers and strategic partnerships
- Implemented best-in-class practices for Trust & Safety and Content Moderation outsourcing

VP, Trust & Safety and Content Moderation

Trust in Tech

Co-founder of the Trust in Tech podcast, by integrity professionals, for integrity professionals. Distributed by the Integrity Institute (as part of a visiting fellowship).

Top 5% podcast from Apple podcasts.

Founder/ co-host/ editor/ producer

Grindr

Global department head for Customer Experience, Customer Support and Trust & Safety. Stakeholder for all things authenticity, user safety, anti-abuse. Customer champion and advocate.

In my time leading CX and T&S at Grindr, I (and my team, obviously) achieved: 
- 50% reduction in user reports of illegal and prohibited activity, even as user base grew, through onboarding machine learning models and proactive moderation.
- 86% reduction of user reports of spam, through implementation of AI, ML, and custom rules engines.
- 39% reduction in accounts banned for suspected solicitation, due to in-app warnings and education systems alongside ML models.
- 98% content moderation QA scores (up from 70%) through moderator training, oversight, and process improvement.
- 60% less support ticket volumes, while doubling help center visits from 1 million to 2 million / month.

VP, Global Head of Customer Experience (support, trust & safety, user insights)

Senior Director, Global Head of Customer Experience

OpenAI

Did adversarial testing of GPT-4 model prior to public launch, especially in the areas of harmful content, influence operations, and bias.

Adversarial Tester / Red Team

OkCupid

Global head of Customer Support and Trust and Safety departments, through high growth period. 
Developed OkCupid's customer support team from the ground up (from being employee ~20 to taking OkCupid public as part of Match Group purchase).

In my time there, I achieved: 

- 50%+ reduction in user reports of spam (Onboarded machine learning systems and vendors at OkCupid for the first time).
- Launched comprehensive Account Takeover program, proactively detecting suspicious activity on tens of thousands of accounts. 
- Overhauled T&S culture, policies, and operations, resulting in low-turnover frontline team and consistent 95%+ quality scores.
- Wrote and developed policy and enforcement for community guidelines.

Director & Global Head of Customer Experience

Created and developed OkCupid's customer support team from the ground up. Was the first support hire at the company, and built up the department to a team that could support millions of customers around the world.

Director of Customer Support

Customer Support Manager

Trust and Safety Analyst

Viva La Vinyl

- Founded an online community for trading and talking about vinyl records. Included an archive and index of rare pressings.
- Responsible for community building and management, content moderation/ trust and safety policy and guidelines, marketing, business operations, web content

Founder

Twenty Sided Store

Co-founded the awesome Twenty Sided Store in Brooklyn, NY

Co-founder

Vice Magazine

Editor

Leopard Films

Lead Assistant Editor

I'm a Trust & Safety leader with 15 years of experience across the industry, known for building inclusive and robust T&S and Community functions from the ground up. I thrive on making sense of complex online integrity challenges and translating them into actionable strategies. My diverse background spans policy, operations, business strategy and development, and advocacy, all united by a commitment to positive impact.

My current focus is on shaping the future of online safety through artificial intelligence. At Musubi, I'm leveraging cutting-edge LLM technology to innovate content moderation. I'm leading the charge in developing prompt engineering best practices for Trust & Safety, ensuring responsible AI innovation for a safer, more inclusive digital environment.

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