Overview
Work History
Education
Skills
Timeline
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Joe Mifsud

Nashville,TN

Overview

9
9
years of professional experience

Work History

Senior Manager, Trust & Safety

Patreon
Nashville, Tennessee
06.2023 - Current
  • Work closely with cross-functional stakeholders (Product, Engineering, Data, Policy) to roll out 5 new products while ensuring operational readiness for Patreon's 10-person content moderation team in Q3 2024
  • Lead transition to new T&S tooling platform driving improved agent performance specifically around average handle time, production, and quality
  • Create workflows and train content moderation team on more efficient processes reducing time to first-touch and turnaround times
  • Lead Trust & Safety through complex escalations by centralizing key stakeholders, establishing communication channels, and providing timely updates
  • Lead migration of BPO from their proprietary tooling platform to Patreon's decreasing time to full resolution while establishing foundational targets/goals to measure success of partnership

Senior Manager, Trust & Safety

Lyft
Nashville, Tennessee
06.2022 - 04.2023
  • Lead and developed a team of 30 safety professionals
  • Owned product operations for all safety checks (background check, DMV, IDV) as well as document review (insurance, registration, driver's license) for applicants and drivers
  • Oversaw vendor relationships with Checkr, Samba, and IDology to foster optimal funnel velocity and conversion
  • Worked cross-functionally especially with product, engineering, design, policy, and legal to reduce risk on the platform while maximizing conversion
  • Modernized onboarding funnel through automation of driver's license, registration and insurance ingestion
  • Lead project scope development to deliver final products that meet business needs such as automated document transcription reducing applicant turnaround time by 20% and funnel friction by 30%

Senior Manager, Trust & Safety

DoorDash
Nashville, TN
06.2021 - 05.2022
  • Lead day-to-day operations and strategy for DoorDash's Trust & Safety Customer Support organization
  • Scaled organization from 15 to 75 FTE, expanded hours of operation to 24/7 resulting in improvement of all key metric areas including service level by 50% and time to total resolution by 20%
  • Created cross-functional (legal, policy, public affairs, product, engineering, executive team) crisis communications playbook for all urgent escalations
  • Drove expansion of vendor network providing redundancy to our business and improving our response times by 25%
  • Created efficiency gains in highest volume issue types reducing handle time, time to first touch, while reducing costs by 15%
  • Lead safety cross-functional stakeholders in the launch of SafeDash by ADT
  • Drove operational rhythms internally with WFM, Learning & Development, and Quality to improve the experience of our customers and agents
  • Launched Trust & Safety support in international markets including Germany, Japan, and Australia

Manager, Trust & Safety

Lyft
Nashville, TN
06.2016 - 05.2021
  • Lead day-to-day operations and strategy for Lyft's Trust & Safety Customer Support organization
  • Scaled Trust & Safety Customer Support during hyper-growth period from 75 Nashville-based agents to 300 in Nashville / 600 at BPO’s in Guatemala, Poland, and The Philippines
  • Improved customer experience by launching 24/7, omni-channel and multilingual support to ensure immediate response to critical safety concerns
  • Owned and delivered on all target KPI’s such as service levels, cost per contact, agent effectiveness and engagement, quality (NPS), and production targets
  • Drove best-in-class policy around hiring practices, personal development and performance management including performance reviews
  • Oversaw WFM (forecasting, capacity planning, scheduling) and RTA for Trust & Safety organization delivering on our service level targets of 95%, high occupancy rates, and AHT targets
  • Partneedr closely cross-functionally with teams such as Legal, Policy, Product and Data Scienc to continuously improve efficiencies, processes, productivity, schedule adherence, and occupancy

Director, Program Management & Consulting

TransUnion
Chicago, IL
10.2014 - 09.2015
  • Implemented an internal cloud-based project management solution increasing internal efficiencies and reducing sales cycle timing by 15%
  • Managed and executed key client’s digital and mobile programs focused on user acquisition, retention, and engagement with a 100% client-retention rate
  • Improved relationships cross-functionally with product, legal, service design, recruiting, HR, Payroll and workforce management through building of critical operating rhythms

Education

Bachelor of Arts - Communications

John Carroll University
Cleveland, OH
05.2004

Skills

  • Crisis Response & Management
  • Leadership & Development
  • Customer Experience
  • Budgeting and Finance
  • Workforce Management
  • Business Process Outsourcing (BPO)

Timeline

Senior Manager, Trust & Safety

Patreon
06.2023 - Current

Senior Manager, Trust & Safety

Lyft
06.2022 - 04.2023

Senior Manager, Trust & Safety

DoorDash
06.2021 - 05.2022

Manager, Trust & Safety

Lyft
06.2016 - 05.2021

Director, Program Management & Consulting

TransUnion
10.2014 - 09.2015

Bachelor of Arts - Communications

John Carroll University

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Joe Mifsud