Hi, I'm Caty.

I focus on the human elements of business: service, leadership, community, and education. I have a proven track record of building high-caliber teams, delivering top-notch customer service, and driving operational excellence.

I most recently led the US Market team at Nextdoor, a social platform that works to foster community and belonging at a hyper-local level. My scope of work encompassed go-to-market and community operations for the 77M+ user base. Prior to joining Nextdoor I spent a year at Airbnb in the Operations organization, and four and a half years in the Customer Success organization at Square. Over the course of my 16+ year career I’ve focused on facilitating customer support, product self-service and education, and community connection at scale. I’ve built and led large teams across a variety of key programs, including: product insights & analytics, beta testing, customer bug reporting, online community, support content & automation, conversational messaging (web chat), and social support. I’ve also built the infrastructure and developed the voice and processes for customer-facing crisis communication, and internal incident mitigation, management, and response. I’ve been successful in measuring contact deflection, and proving 10x+ ROI on the investment of my work.

I'm a keynote speaker and an adept panel moderator, am a contributing author to the book, How Companies Succeed in Social Business (Pearson, 2015), and also regularly mentor new leaders. I hold a Bachelor of Arts in International Relations from San Francisco State University, and completed the Executive MBA program from the Quantic School of Business and Technology in 2018.

In my spare time I love photography, home organization and interior design, travel, gardening, and occasionally knock out a song or two at karaoke. I recently married the love of my life, Casey, and together we’re rescue dog parents to Pepper and Layla. My pronouns are she/ her.