Program Manager - Trust and Safety

About the Proactive & 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 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 supporting planning, collaboration, and execution with our Global Proactive Operations, Risk Analytics, and Payments Risk groups.

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 Solution Center, the Non-Discrimination Policy, Content Moderation, Anomaly Detection, Manual Fraud Investigation, Payments Risk, Incentive Fraud, 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.

• 2+ 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
• Spanish speaking (Bilingual)
• SQL queries experience and conducting data analyses

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. 

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