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About Us

Modria.com, Inc.

We believe that in order for businesses to grow at the speed of the internet, they need to have a highly effective customer dispute resolution process. One that combines automation with exceptional user experience. Our founders created the online dispute resolution systems at eBay and PayPal which process over 60 million disputes per year, 90% through automation – without human intervention. Modria Resolution Center is a proven, scalable SaaS platform that easily integrates with your back-end architecture and front-end user experience. We are Modria.

Our Story

Colin Rule
Chittu Nagarajan
Founded in 2011 by Colin Rule and Chittu Nagarajan from the technology that helped eBay and PayPal resolve millions of disputes, Modria is passionate about helping companies deliver fast and fair outcomes to any size and type of dispute. We are rooted in deep expertise and proven technology.

Modria’s co-founder Colin Rule began his involvement with dispute resolution during his undergraduate days at Haverford College outside of Philadelphia, where he took an early interest in conflict resolution. Colin was originally trained in mediation by the Society of Friends (Quakers), and he managed the campus mediation program called Communication Outreach. He majored in Peace Studies, writing his thesis on Collegiate Conflict Management Programs, eventually taking a job with the National Institute for Dispute Resolution in Washington, DC after graduation.

As the internet started to expand, Colin had a revelation. All of these people interacting online were going to have disputes, just like in the offline world, yet were never going to meet face to face. They needed a way to resolve their conflicts. He knew there had to be a way for people to work out disagreements online. As Colin explains, “I loved dispute resolution and I loved technology. It was obvious to me that as society digitized, the need for effective online dispute resolution would continue to grow.”

In response to this conclusion, Colin launched OnlineResolution.com, an early ODR service provider. He also wrote one of the first books in commercial ODR, “Online Dispute Resolution for Business,” and curated the first blog on the subject, “ODRNews.” His leadership in the ODR field eventually garnered the attention of companies like eBay and PayPal, who were coming to understand that effective resolutions were crucial to their continued success.

Colin was recruited by eBay as its first Director of Online Dispute Resolution in 2003. He designed eBay’s first ODR platform from scratch, and then moved on to PayPal to build out its ODR system as well. The resolution platform he helped build now processes 60 million disputes a year, 90 percent without requiring human intervention. Colin helped PayPal reduce its customer support costs by tens of millions of dollars, and demonstrated clearly that ODR programs drive customer loyalty. To date, the eBay ODR program is the largest resolution platform that has ever been built and the only system to ever process more than a million cases a year, exceeding that bar by 59 million cases.

At eBay, two minds came together when Colin met Chittu Nagarajan, who was running the largest ODR system in Asia, ODRWorld, which included ODRIndia and ODRChina. Colin connected Chittu and eBay, which eventually resulted in her hiring. The two came together to build some incredibly innovative ODR solutions (such as the eBay Community Court) which won several internal global innovation awards. These two ODR leaders eventually realized that disputes, complaints, and problems happen across many industries, not just eCommerce, and too often these issues become a drain on time, money, and emotional energy – generating huge inefficiencies and putting a drag on the world economy. What a business does to address complaints can be the difference between winning customers for life and losing them forever. This was a horizontal business problem that the two were passionate about solving.

Team

Scott Carr
Scott Carr

Scott is expert at launching and growing software-as-a-service businesses, with more than 30 years experience in technology markets. As CEO of YottaMark, Scott led the launch and scaling of HarvestMark, the leading traceability and supply chain analytics platform for fresh food. As Executive Vice President at Digimarc Corporation he was responsible for launching the company’s copyright protection business, leading the global program to deter PC-based counterfeiting of currency, and driving sales of the company’s secure identification solutions. Scott is the co-inventor of more than 50 patents. He holds a Bachelor of Science degree in Computer Science from Oregon State University and an executive MBA from the Stanford/AeA program.

President and Chief Executive Officer

Colin Rule
Colin Rule

Colin has worked in the dispute resolution field for more than two decades as a mediator, trainer, and consultant. From 2003 to 2011 he served as the first Director of Online Dispute Resolution for eBay and PayPal. Before eBay, Colin co-founded and ran Online Resolution, one of the first online dispute resolution (ODR) providers. Colin has worked at Mediate.com, the National Institute for Dispute Resolution (now ACR) in Washington, D.C., and the Consensus Building Institute in Cambridge, MA. He is currently Co-Chair of the Advisory Board of the National Center for Technology and Dispute Resolution at UMass-Amherst and a Non-Resident Fellow at the Center for Internet and Society at Stanford Law School.

Colin is the author of Online Dispute Resolution for Business, published by Jossey-Bass in September 2002. He has contributed more than 50 articles to prestigious ADR publications such as Consensus, The Fourth R, ACResolution Magazine, and Peace Review. He currently blogs at Novojustice.com, and serves on the boards of RESOLVE and the Peninsula Conflict Resolution Center. He holds a Master’s degree from Harvard University’s Kennedy School of Government in conflict resolution and technology, a graduate certificate in dispute resolution from UMass-Boston, a B.A. in Peace Studies from Haverford College, and he served as a Peace Corps volunteer in Eritrea from 1995-1997.

Founder and Chief Operating Officer

Chittu Nagarajan
Chittu Nagarajan

Chittu created ODRworld and ODRindia, the first Online Dispute Resolution service providers in India, in 2004. She also served as Head of the eBay and Pay Pal Community Court initiatives. She is a Fellow of the National Centre for Technology and Dispute Resolution and served as the Conference Chair for the 10th International Online Dispute Resolution Working Forum. Chittu holds a Masters in Alternative Dispute Resolution to eCommerce disputes, as well as degrees in History and Law. Chittu has a Legal Practicing Certificate and is a trained Mediator.

Founder and Managing Director, India

Ketan Shah
Ketan Shah

Ketan’s Past positions include VP engineering, VP product, VP technology, CTO and CEO. He is a successful entrepreneur and executive with engineering background and experience in a wide variety of verticals. He has more than 19 years of overall experience in technology, product design and management, working with teams located around the world. For the last decade he has focused on web applications and enterprise platforms. He has developed products in a wide variety of technologies and platforms, managing the complete technology lifecycle (design, development, QA, deployment) of complex, web based consumer and enterprise software.

Chief Technology Officer

Doug Eden
Doug Eden

Doug is an accomplished sales executive with over 20 years of experience in high tech. Prior to joining Modria, Doug spent the previous 6 years leading sales/marketing and operational improvement efforts for IQM2’s legislative management SaaS platform which empowered government agencies to drive legislative efficiency while fostering civic engagement improvement.  Doug has led sales and team building efforts in a wide range of verticals across a variety of product offerings. He holds a bachelors degree in Political Science from Gettysburg College and also served as a legislative aide for the United States House of Representatives earlier in his career.  

Vice President of Sales

Jonathan Hawes
Jonathan Hawes

Jonathan has more than 20 years of experience in business development, product management, and customer value creation for technology and software companies.

While at YottaMark he lead business development activity focusing emerging market opportunities, then turned his attention driving all program management efforts for enterprise clients as the Senior Director of Program Management. He and his team deployed complex, worldwide traceability and brand protection solutions in the apparel, electronics and retail segments.

Prior to YottaMark, Jonathan led business development activity for Digimarc’s Secure Documents group for 7 years — focusing on building new markets for the commercialization of the company’s security technology. He was responsible for business development activity across multiple product segments including product and IP security and image commerce applications. While at Digimarc, Jonathan authored several issued US Patents.

Previously, Jonathan held product management positions at Cadence Design Systems and Portland, Oregon-based OrCAD.

Hawes holds a B.A. in Economics from Framingham State University.

Vice President, Customer Success

Larry Friedberg
Larry Friedberg

Larry is a seasoned marketing and sales executive with extensive background in web, high tech, media and consumer packaged goods.

Before joining Modria, Larry was most recently the Senior Vice President and Chief Marketing Officer at French Transit, Ltd. French Transit is a privately held consumer packaged goods company that manufactures and sells the world’s #1 selling natural mineral salt deodorant brand, Crystal. Under his leadership, and within a mature category, the company grew over 100% in revenue and 6x in EBITDA in a six-year span.  Prior to French Transit, Larry served as Director of Trust at eBay and Head of Trust and Safety Marketing at PayPal where he led the effort to build trust between buyers and sellers and to nurture community through education, key programs and new product launches.  He teamed with Colin Rule to launch online dispute resolution systems for both eBay (2005) and PayPal (2006).  Larry also established the company’s first ever Trust & Safety Community Watch program, which helped reduce online fraud in the Collectibles category by double-digit percentages.  Prior to eBay, Larry was an executive at Ziff-Davis for six years including three years at ZD Market Intelligence as VP Product Planning.

Larry earned an AB in English from Kenyon College and an MBA from Harvard Business School.  In 2010, Larry created Kenyon’s most successful alumni social media group, K80s, which has brought together 2,000 Kenyon alumni who attended the college during the 1980s.  In February 2015, Larry was certified as a mediator. 

Chief Marketing Officer

Mike Lind
Mike Lind

Mike is an internationally recognised dispute resolution expert. As a pioneer of mediation, he has over 20 years’ experience in the strategic development and operational deployment of dispute resolution processes in the private sector, court service and with government agencies. He has extensive knowledge of ODR system design and operation, and ran eBay’s first European ODR pilot in 2004.

He was previously CEO of ADR Group, one of Europe’s leading specialist mediation organisations, and a Board Member on one of the UK’s professional regulatory councils in the field of mediation. He has directly influenced the development of civil & commercial, family and workplace mediation practice and training standards in the UK. His successful career has included the design and delivery of specialist mediation programmes for members of the judiciary in the UK and in a number of other international jurisdictions.

MIKE also has extensive international experience having led and successfully delivered commercial mediation development projects in numerous countries around the world. Projects have included funding by the IFC, World Bank Group, European Commission, British Council, British Embassies, and the Inter-American Development Bank.

He is a qualified and practising commercial mediator, admitted as a Solicitor in England and Wales and dual qualified as an Attorney of the Supreme Court of South Africa.

GM, Europe and Africa

Tony_Castillo(315x315)
Tony Castillo
Tony Castillo joined the Modria team in January 2014 as Chief Information Security Officer. Concurrently, he continues to serve as the Chief Research Scientist of USDN Inc., a premier network security, litigation support and forensic lab he founded in 1987. 

 Over the past 28 years, Tony’s accomplishments have included regularly advising the domestic and international government entities. Notably, he received the “Certificate of Appreciation” for training the FBI in identity theft protection and digital fraud detection techniques in 2007. His collaboration with the FBI in critical infrastructure protection resulted in his receipt of the “Exceptional Service in the Public Interest” award in 2010. Additionally, he has successfully designed and implemented programs for the Department of Defense, Department of Homeland Security and large financial institutions. 

 
Anthony is frequently invited by Fortune 500 companies and international organizations to speak on topics of incident response utilizing offensive countermeasures, and he serves regularly as an expert witness in digital forensics in U.S. District Courts and Superior Courts of California, Nevada and Arizona.
 
He is a Cisco Certified Internetwork Expert (CCIE), Certified Information Systems Security Professional (CISSP) and Certified Information Systems Auditor (CISA).

Chief Information Security Officer

Board

Colin Rule
Colin Rule

Colin has worked in the dispute resolution field for more than two decades as a mediator, trainer, and consultant. From 2003 to 2011 he served as the first Director of Online Dispute Resolution for eBay and PayPal. Before eBay, Colin co-founded and ran Online Resolution, one of the first online dispute resolution (ODR) providers. Colin has worked at Mediate.com, the National Institute for Dispute Resolution (now ACR) in Washington, D.C., and the Consensus Building Institute in Cambridge, MA. He is currently Co-Chair of the Advisory Board of the National Center for Technology and Dispute Resolution at UMass-Amherst and a Non-Resident Fellow at the Center for Internet and Society at Stanford Law School.

Colin is the author of Online Dispute Resolution for Business, published by Jossey-Bass in September 2002. He has contributed more than 50 articles to prestigious ADR publications such as Consensus, The Fourth R, ACResolution Magazine, and Peace Review. He currently blogs at Novojustice.com, and serves on the boards of RESOLVE and the Peninsula Conflict Resolution Center. He holds a Master’s degree from Harvard University’s Kennedy School of Government in conflict resolution and technology, a graduate certificate in dispute resolution from UMass-Boston, a B.A. in Peace Studies from Haverford College, and he served as a Peace Corps volunteer in Eritrea from 1995-1997.

Founder and Chief Operating Officer

Scott Carr
Scott Carr

Scott is expert at launching and growing software-as-a-service businesses, with more than 30 years experience in technology markets. As CEO of YottaMark, Scott led the launch and scaling of HarvestMark, the leading traceability and supply chain analytics platform for fresh food. As Executive Vice President at Digimarc Corporation he was responsible for launching the company’s copyright protection business, leading the global program to deter PC-based counterfeiting of currency, and driving sales of the company’s secure identification solutions. Scott is the co-inventor of more than 50 patents. He holds a Bachelor of Science degree in Computer Science from Oregon State University and an executive MBA from the Stanford/AeA program.

President and Chief Executive Officer

Jason Mendelson
Jason Mendelson

Jason has over 15 years of experience in the venture capital and technology industries in a multitude of investing, operational and engineering roles. Prior to co-founding Foundry Group, Jason was a Managing Director and General Counsel for Mobius Venture Capital, where he also acted as its chief administrative partner overseeing all operations of the firm. Prior to his involvement with Mobius Venture Capital, Jason was an attorney with Cooley LLP, where he practiced corporate and securities law with an emphasis on representation of emerging companies in private and public financings, mergers and acquisitions. As an attorney, Jason has consummated over $2 billion of venture capital investments, $5 billion in mergers and has extensive experience in fund formation, employment law and general litigation, serving as an expert witness in these related fields.Before his legal career, Jason was a senior consultant and software engineer at Accenture where he focused on financial institution re-engineering engagements. While at Accenture, Jason supervised programming teams up to forty people in size and was responsible for managing deliverables in multi-billion dollar engagements.

As one of the first full-time, in-house general counsels at a venture capital firm, Jason has been on the forefront of thought leadership and has co-chaired the National Venture Capital Association’s General Counsel group and has been an active participant on the NVCA’s Chief Financial Officer group. He was one of the key draftspersons for the NVCA model document task force which created the industry’s first set of standardized venture capital financing documents, which has greatly aided in the efficiency of completing these types of deals. He served on the board of the NVCA, including as an executive board member, from 2009-2013.

Board Member

Advisory Board

Ethan Katsh
Ethan Katsh

Professor Katsh is Director of the National Center for Technology and Dispute Resolution and Professor Emeritus of Legal Studies at the University of Massachusetts. He has authored and edited several influential books on law and technology, including (with Janet Rifkin) Online Dispute Resolution: Resolving Conflicts in Cyberspace (2001) and (with Mohamed Wahab and Daniel Rainey) Online Dispute Resolution: Theory and Practice (2012). His articles have appeared in the Yale Law Journal, the University of Chicago Legal Forum, and other law reviews and legal periodicals. His pioneering scholarly contribution in the field of law and technology has been the subject of a Review Essay in Law and Social Inquiry.

Since 1996, Professor Katsh has led the development of the field of online dispute resolution. He was founder and co-director of the Online Ombuds Office, and in 1997, he and Professor Rifkin founded the Center for Information Technology and Dispute Resolution at the University of Massachusetts. He has also chaired the International Forums on Online Dispute Resolution since 2002.

Professor Katsh received the Chancellor’s Medal and gave the campus Distinguished Faculty Lecture in October 2006. Recent articles include “Technology and the Future of Dispute Systems Design” Harvard Negotiation Law Review (forthcoming) (with Orna Rabinovich-Einy) and “Is There An App For That? Electronic Health Records (EHRs) And A New Environment Of Conflict Prevention And Resolution,” 74 Law and Contemporary Problems 31 (2011).

Chairman of the Advisory Board

Daniel Rainey
Daniel Rainey

Dan has three decades of experience working in fields related to communication and conflict resolution. Currently, he is Chief of Staff for the National Mediation Board, which he joined from private practice in ADR and conflict management in April 2001. From 1978 through 1990, he was a faculty member and administrative faculty member at George Mason University.

He is currently a Fellow of the National Center for Technology and Dispute Resolution and an adjunct member of the graduate faculty in dispute resolution at Creighton University, Southern Methodist University, and Dominican University. He is a member of the Board of Directors for the InternetBar.Org, an NGO dedicated to the use of technology to enhance access to justice.

He is recognized as a leader in the application of dispute resolution technology in traditional alternative dispute resolution venues.

Advisory Board

Graham Ross
Graham Ross

Graham is a UK lawyer and mediator with over 20 years experience in IT and the law. He is a member of the 12 strong ODR Advisory Group appointed by the Civil Justice Council (a public body established under the Civil Procedure Act 1997 with responsibility for overseeing and co-ordinating the modernisation of the civil justice system of England and Wales) to advise on the role of ODR in a modernised civil justice system. He is the author of legal application software (accounts and time recording) and the founder of LAWTEL, the popular web-based legal information update service. Graham co-founded the first ODR service in the UK, WeCanSettle, and designed the blind bidding software at the heart of the system. Graham subsequently founded TheMediationRoom.com, for whom he designed their online mediation platform. Graham speaks regularly at international conferences on the impact of the law on the Internet and e-commerce and on the application of technology to ADR. Graham was host of the 5th International Conference on Online Dispute Resolution held in Liverpool, UK, in 2007. Graham is also a leading trainer in ODR having created the accredited distance training course in ODR provided by TheMediationRoom to mediators in over 15 countries.

Head of European Advisory Board

Investors

Foundry Group
Foundry Group

Foundry Group is a venture capital firm focused on making investments in early-stage information technology, Internet and software startups. Foundry Group’s passion is working alongside entrepreneurs to give birth to new technologies and to build those technologies into industry-leading companies. Learn more at foundrygroup.com.

Investor

Battery Ventures
Battery Ventures

Since 1983, Battery has followed a set of core principles: a concentration on technology and related sectors; a research-centric methodology for identifying and understanding large, emerging market opportunities; a proactive approach to finding driven entrepreneurs and compelling businesses; and daily involvement with every portfolio company.  This approach has helped them to build lasting, market-leading companies while delivering leading returns for investors.

Investor

Advanced Technology Ventures
ATV

Located in Palo Alto, California, ATV focuses on three core technology markets – IT, Healthcare and Cleantech. With more than $1.6 billion to fund new ideas and help create market leaders, ATV has established a legacy of partnering with entrepreneurial teams at the forefront of technology innovation.

Investor

Mitchell Kapor
Mitch Kapor

Mitchell Kapor is a pioneer of the personal computing industry and has been at the forefront of information technology for more than 30 years as an entrepreneur, software designer, and investor. He is widely known as founder of Lotus Development Corporation and the designer of Lotus 1-2-3, the “killer application” which made the personal computer ubiquitous in the business world in the 1980s.

Other organizations in which Mr. Kapor has played an important role include: as founding investor, UUNET, the first commercial Internet Service Provider; as co-founder, Electronic Frontier Foundation, which protects freedom and privacy on the Internet; as founding investor Real Networks, the first company to offer streaming media over the Internet; as founding chair, the Mozilla Foundation, maker of the open source web browser Firefox; and as founding investor and Chair, Linden Research, creator of the first successful virtual world, Second Life.

Investor

Esther Dyson
Esther Dyson

Esther Dyson is a former journalist and Wall Street technology analyst who is a leading angel investor, entrepreneur, philanthropist, and commentator focused on breakthrough innovation in healthcare, government transparency, digital technology, biotechnology, and space.  From 1998 to 2000, she was the founding chairman of ICANN, the Internet Corporation for Assigned Names and Numbers.   She is a member of the boards of the Sunlight Foundation, StopBadware, The Long Now Foundation, and a trustee of the Santa Fe Institute.  Dyson has also been a board member or early investor in many pioneering companies, including TrustedID, Flickr, del.icio.us, Eventful, Meetup, and Yandex.

Investor

Jobs

Product Marketing Manager

As our new Product Marketing Manager you will have the opportunity to make a huge impact quickly, marketing Modria Resolution Center to eCommerce companies, including online merchants, marketplaces, payment providers and platform providers.

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Lead Gen Specialist

Do you love lead generation? Have you created and launched successful lead gen programs for SaaS companies? Do you like a fast-paced, highly collaborative work environment with great people who believe in “keeping it human”? If so, let’s talk!

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The only team that has built resolution platforms at scale