Sr. Program Manager - Trust and Safety

3 Weeks ago • 4-6 Years • Operations

About the job

Job Description

As a Sr. Program Manager for Trust and Safety at Thumbtack, you'll be responsible for evaluating global policies and operational processes, identifying inefficiencies, and project managing initiatives to improve user experience and Trust and Safety operations. This involves collaborating with cross-functional teams (Legal, Product, Engineering, etc.) on updates and solutions. Key responsibilities include planning and prioritizing projects, using data-driven decision-making, optimizing processes, creating new policies, uncovering root causes, and implementing solutions. You'll maintain and update significant Trust and Safety programs like the Thumbtack Guarantee and Data Privacy compliance, while collaborating with various departments to align on Trust and Safety strategies. The role requires strong communication, analytical, and problem-solving skills, and the ability to manage stakeholders effectively.
Must have:
  • 4-6 years in program management
  • Lead complex projects to success
  • Analytical decision-making & problem-solving
  • Detailed proposal & policy writing
  • Strong communication & collaboration skills
Good to have:
  • Experience in Trust & Safety
  • Dispute resolution experience
  • Waterfall or Agile Methodology
  • Lean/Six Sigma certification
Perks:
  • Virtual-first working model
  • 20 company holidays
  • WiFi & cell phone reimbursements
  • Employee Assistance Program

A home is the biggest investment most people make, and yet, it doesn’t come with a manual. That's why we’re building the only app homeowners need to effortlessly manage their homes —  knowing what to do, when to do it, and who to hire. With Thumbtack, millions of people care for what matters most, and pros earn billions of dollars through our platform. And as one of the fastest-growing companies in a $600B+ industry — we must be doing something right. 

We are driven by a common goal and the deep satisfaction that comes from knowing our work supports local economies, helps small businesses grow, and brings homeowners peace of mind. We’re seeking people who continually put our purpose first: advocating for pros and customers, embracing change, and choosing teamwork every day.

At Thumbtack, we're creating a new era of home care. If making an impact and the chance to do good inspires you, join us. Imagine what we’ll build together. 

Thumbtack by the Numbers

  • Available nationwide in every U.S. county
  • Over 85 million projects started on Thumbtack
  • More than 11 million 5-star reviews and counting
  • Pros earn billions on our platform
  • 1000+ employees 
  • $3.2 billion valuation (June, 2021) 

About the Proactive and Policy Team

Trust and Safety’s Proactive and Policy department partners with all areas of Thumbtack to drive Trust and Safety improvements in our platform and programs. The department splits into two groups: program managers and risk analysts. Our Program Managers create and update global policies, processes, and procedures - it’s our mission to improve the quality, efficiency, and scalability of Trust and Safety operations, while working in line with Thumbtack’s goals and values.

About the Role

As a Sr. Program Manager for Trust and Safety, you’ll be responsible for evaluating global policies and operational processes, identifying experience obstacles and process inefficiencies, building outlines and workflow maps, and project managing initiatives to completion. You’ll collaborate with internal leadership and cross-functional teams (Legal, Product, Engineering, Marketing, Support Operations, Enablement, etc.) on updates and solutions to improve the Thumbtack user experience and the Trust and Safety organization's global policies, operational processes, and documentation. 

This new hire will be prioritized for leading planning, collaboration, and execution with our Critical Escalations and Data Privacy team, as well as our Incident Operations.

Your Responsibilities

  • Promote safety for users on Thumbtack by completing quarterly projects to improve the quality and efficiency of Trust and Safety programs and operations:
    • Plan and prioritize, factoring in all dependencies and deliverables.
    • Use data to inform your decisions, devise a strategy, and mitigate risks.
    • Optimize processes, create new policies, and cascade changes.
    • Build expertise quickly in any specialization related to your assignments.
    • Look out for gaps, redundancies, pain points, etc. and take responsibility.
    • Uncover root causes and implement solutions with minimal guidance.
    • Follow-through on plans while communicating with stakeholders from all different levels and departments and holding contributors accountable.
    • Adapt to unforeseen circumstances and drive results despite obstacles.
  • Maintain and update significant Trust and Safety programs like the Thumbtack Guarantee, the Thumbtack Solution Center, the Non-Discrimination Policy, Data Privacy compliance, Dispute Mediation, Anomaly Detection, etc.
  • Collaborate with Product, Engineering, Legal, Enablement, Sales, Marketing, and Operations (Trust and Safety, Customer Service, Refunds), etc. as needed to align on the Trust and Safety vision, requirements, and enforcement strategies.
    • Become a subject matter expert on our global Trust and Safety policies, processes, and procedures and take ownership for seeking solutions with appropriate parties whenever you identify issues.
    • Draft standard operating procedures (between 10 to 50 pages), regularly write project charters, utilize various project management frameworks and roadmaps, present findings/recommendations, etc. 
    • Manage stakeholders with clear, direct, detailed, organized, adaptable, and persuasive communication (verbal and written).

What you’ll need

If you don't think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.

  • 4-6 years in program management, policy or project management, and can lead complex projects to successful outcomes (impacting approx. 10 to 100+ people).
  • Bachelor’s or Master’s degree with applicable knowledge. (We’re open to applicants with comparable work experience in lieu of a degree.) 
  • Track record of analytical decision-making and problem-solving skills, which includes executing/driving solutions forward yourself.
  • Has written detailed, organized proposals, policies, processes, workflows, etc.
  • Strong communicator with the ability to explain your findings and recommendations to various stakeholders and audiences.
  • Can quickly build expertise, absorb details, and adapt to shifting priorities.
  • Excellent communication, collaboration, and interpersonal skills and responds to new/complex situations with curiosity, creativity, and empathy.

Bonus points if you have

  • Experience in Trust and Safety, dispute resolution, sensitive topics/escalations
  • Experience with Waterfall or Agile Methodology
  • Lean/Six Sigma or other Project Management Professional Certification

Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, Canada or the Philippines. Learn more about our virtual-first working model here

For candidates living in San Francisco / Bay Area, New York City, or Seattle metros, the expected salary range for the role is currently $119,00 - $154,000. Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role.

For candidates living in all other US locations, the expected salary range for this role is currently $101,150 - $130,900. Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role.

#LI-Remote

Benefits & Perks
  • Virtual-first working model coupled with in-person events
  • 20 company-wide holidays including a week-long end-of-year company shutdown
  • Library (optional use collaboration & connection hub) in San Francisco
  • WiFi reimbursements 
  • Cell phone reimbursements (North America) 
  • Employee Assistance Program for mental health and well-being 

Learn More About Us

Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law. 

Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: recruitingops@thumbtack.com

If you are a California resident, please review information regarding your rights under California privacy laws contained in Thumbtack’s Privacy policy available at https://www.thumbtack.com/privacy/ .

View Full Job Description
$101.2K - $154.0K/yr (Outscal est.)
$127.6K/yr avg.
United States

Add your resume

80%

Upload your resume, increase your shortlisting chances by 80%

About The Company

View All Jobs

Get notified when new jobs are added by Thumbtack

Similar Jobs

InvenioLSI - SAP TRM Consultant

InvenioLSI, Saudi Arabia (On-Site)

Luxoft - Senior QA Analyst - AML & FinCrime

Luxoft, India (On-Site)

Luxoft - Appian Developer

Luxoft, India (Remote)

CloudHire - Project Manager

CloudHire, India (Hybrid)

Make - Strategy&Operations Manager

Make, Spain (On-Site)

Matic Robots - Operations Specialist

Matic Robots, Canada (On-Site)

The Walt Disney Company - Sr Manager, Career Program Operations, Reporting & Analytics

The Walt Disney Company, United States (On-Site)

Head Digital Works - Director - Customer Support (User Journey)

Head Digital Works, India (On-Site)

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Passive Logic - Technical Engineering Program Manager

Passive Logic, United States (On-Site)

AXA XL - Release Manager

AXA XL, India (Hybrid)

SSC Technologies - Associate Manager, Private Equity

SSC Technologies, Singapore (On-Site)

Anthology  Inc  - Principal Implementation Consultant

Anthology Inc , India (On-Site)

PwC - Manager

PwC, India (On-Site)

PlayStation Global - Surfacing Supervisor

PlayStation Global, United States (Remote)

SSC Technologies - Senior Associate, Hedge Funds

SSC Technologies, Singapore (On-Site)

Intel Corporation - Principal System Security Architect

Intel Corporation, United States (Hybrid)

InvenioLSI - SAP TRM Consultant

InvenioLSI, India (On-Site)

Get notifed when new similar jobs are uploaded

Jobs in United States

Axinous - Android Software Engineer (Networking)

Axinous, United States (Hybrid)

Netflix - Production Health & Safety Manager - Albuquerque

Netflix, United States (On-Site)

Blinkhealth - Certified Pharmacy Technician - Data Entry - ONSITE

Blinkhealth, United States (On-Site)

Trek - Sales Associate

Trek, United States (On-Site)

Interactive Brokers - Senior Software Engineer

Interactive Brokers, United States (On-Site)

Wind River Systems - Star Lab - Field Applications Engineer, System Architect

Wind River Systems, United States (Hybrid)

The Walt Disney Company - KTRK Photojournalist

The Walt Disney Company, United States (On-Site)

Scopely - Senior Director, Product - Garden Joy

Scopely, United States (Hybrid)

Get notifed when new similar jobs are uploaded

Operations Jobs

Animoca Brands - Digital Asset Operations

Animoca Brands, Hong Kong (On-Site)

Rockstar Games - Threat Intelligence Analyst

Rockstar Games, United Kingdom (On-Site)

Unity - Executive Assistant

Unity, United States (On-Site)

Nielsen Holdings - Streaming Operations Analyst - Mumbai

Nielsen Holdings, India (Hybrid)

Bally's Interactive - Site Editor

Bally's Interactive, (On-Site)

Funko - Retail Asset Protection Agent - HQ

Funko, United States (On-Site)

Zones - Compensation Specialist

Zones, United States (Hybrid)

Anthology  Inc  - Technical Project Manager

Anthology Inc , India (Hybrid)

NinjaVan - Logistics Manager

NinjaVan, Philippines (On-Site)

Get notifed when new similar jobs are uploaded