Bonnie Domeny
Sacramento,CA
Summary
Policy advocate with extensive experience in policy advising and development. Proven track record in creating impactful policies and building strong stakeholder relationships. Skilled in analyzing complex data and effectively communicating insights to diverse audiences. Experienced in cross-functional collaboration, and policy enforcement. Ready to contribute to Nextdoor’s mission as a Global Policy Lead.
Overview
9
9
years of professional experience
Work History
Customer Experience Manager - Trust & Safety
Nextdoor
04.2023 - Current
- Participated in Policy Team to ensure guidelines are understandable and enforceable.
- Analyze data from Salesforce to provide feedback on the efficacy and enforcement of policies.
- Created product documentation to convey upcoming features and products to NOPS and community moderators.
- Championed customer experience through expert analyzation and communication.
- Optimized product operations by streamlining processes and implementing best practices.
- Coordinated with engineering teams to troubleshoot issues and implement solutions for seamless product functionality.
- Collaborated with cross-functional teams to ensure smooth product rollouts and successful launches.
- Collaborated with cross-functional teams to help improve operational workflow.
Support Operations Manager
Nextdoor
04.2022 - 04.2023
- Supervised operations staff and kept agents compliant with company policies and procedures.
- Empowered agents to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Analyzed and reported on key performance metrics to senior management.
- Reduced costs by streamlining operations.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Neighborhood Management Specialist
Nextdoor
01.2016 - 04.2022
- Email support for Nextdoor neighborhood operations.
- Investigate reported violations of the Nextdoor Community Guidelines: Review report considering context of discussions and history; seek to resolve with best and most positive outcome to ensure neighborly communication; diffuse contentious conflicts amongst neighbors.
- Manage escalated cases; deescalate frustrated and upset members and Leads, assist with complex, highly sensitive, and critical cases and respond with tact and professionalism.
- Support for the Public Agencies and the Public Agency Team.
- Write macros for regular support issues.
- Problem solve issues, identify bugs, file to JIRA if necessary.
- Community Management: Identify and take action on urgent issues and share insights with Nextdoor staff.
Skills
- Policy development and advocacy
- Cross-functional collaboration
- Project management
- Critical thinking and decision-making
- Managing online communities
- Strategic planning and alignment
- Mediation
- Data analytics
Accomplishments
- 5+ years of experience in policy
- Experience in cross-functional collaboration
- 9+ years of policy enforcement experience
- Participated on teams to develop policy and procedure for crisis management and elections program
- Collaborated with cross functional teams in the development of new and updated policies at Nextdoor, including deprecating guidelines on self-promotion, adding new policies for personal fundraising, spam, political conspiracy and publisher guidelines
Timeline
Customer Experience Manager - Trust & Safety
Nextdoor
04.2023 - Current
Support Operations Manager
Nextdoor
04.2022 - 04.2023
Neighborhood Management Specialist
Nextdoor
01.2016 - 04.2022
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