Adam Ritchin

About

Community and Learning & Development leader who builds, scales, and supports learning communities and trains all levels to make technology and AI truly accessible. Co-built and managed a 200,000+ member Discourse community for Scale AI; trained 1,000+ managers online and 10,000+ people in person while running Tier 2 technical support operations with measurable SLAs. Brings international ESL teaching, visiting 95 countries, and international community operations experience with teams and audiences from 50+ countries.

Experience

• Community Operations Manager · Scale AI12-01-2023

  See signature project above. Outlier Community Build & Operations | Scale AI Context: Scale AI needed a community platform other than Slack to support its growing contributor workforce. The community required architecture, document storage, group chats, individual messaging, project assignments matching their community assignments, moderation, manager training, content development, and ongoing technical support for a much-larger-than-average community platform. Solution: Co-designed, tested, launched, and managed a Discourse-based community from the ground up. Built and delivered training for managers on community platform usage and how to improve the quality of work through effective community management. Created contributor training content. Ran Tier 2 technical support operations. Supported SaaS training and process improvements across the platform. Scale: 200,000+ active community members. 1,000+ managers trained. 100+ Tier 2 support tickets resolved per week, 500+ moderation requests per week. Impact: ● The contributor onboarding video reached an audience of over 100,000 ● Maintained 90%+ ticket resolution rate within 24 hours across an average of 100 weekly support tickets ● Trained manager population of 1,000+ on Discourse platform operations, enabling distributed community management at scale ● Used previous experience as an AI Queue Manager to ensure best practices were followed platform-wide for the most cost-efficient and highest quality work.

• Software Trainer/Tax Preparer · Realsense / United Way02-01-2022 – 04-30-2023

  ● Trained employees and volunteers on TaxSlayer tax preparation software, enabling a unit that prepared 1,000+ free tax returns for seniors and military community members ● Developed process efficiencies that reduced average tax return processing time by 25%

• Software Trainer/Guest Computer Services Manager · Cunard Line (Carnival UK)10-01-2010 – 04-30-2020

  ● Trained 10,000+ people in person on PC and Apple software (Microsoft Office, Photoshop Elements, iPads) across international audiences with widely varying technical literacy ● Eight-time finalist and two-time winner of White Star of the Month (top 1% of crew recognition), reflecting sustained high performance over time ● Provided Tier 1 and Tier 2 technical support for officers, crew, and guests across a range of hardware, software, and internet issues ● Managed librarian and internet assistant staff, overseeing training, scheduling, and daily operations ● Developed new and improved existing training programs

Education

• Florida State UniversityBachelor of Arts (Honors), Cum Laude, History (Minor: English)

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