Trust and Safety Program Manager (Individual Contributor)
We help homeowners know projects to do, when to do them, and who to hire from our growing community of 300,000 local service businesses. If making an impact inspires you, join us. Imagine what we’ll build together
Thumbtack by the Numbers- $600B+ opportunity in Thumbtack’s market home services
- 4M+ customers in past 12 months
- 90M+ projects started on Thumbtack
- 13M 5-star reviews
- $3.2B valuation (as of June 2021)
About the Policy and Program Management Team
Trust and Safety’s Policy and Program Management team partners with all areas of Thumbtack to drive Trust and Safety improvements in our platform and programs. 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 Trust and Safety Program Manager, you’re responsible for optimizing policies and processes to enhance the user experience and our internal operations. You’ll be a documentation master, creating and maintaining proposals, project charters, workflows, and comprehensive policies and procedures.With an investigative mindset, action-orientation, and a familiarity with AI and change management, you’ll collaborate with our team and XFN partners to complete impactful initiatives.
Responsibilities
Promote safety for users on Thumbtack by completing initiatives and using AI 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 tied to your assignments.
- Look 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 hold 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, Terms of Service enforcement, Payments Risk, etc.
Collaborate with Operations, Internal Tools, Legal, Enablement, Product, Engineering, Sales, Marketing, 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 and take ownership for seeking solutions with appropriate parties.
Draft standard operating procedures (between 10 to 50 pages), regularly write project charters, utilize frameworks, create roadmaps, etc.
Investigate problem areas and present recommendations for future-state workflows that integrate policy, process, and automation.
Manage stakeholders with clear, direct, detailed, organized, adaptable, and persuasive communication (verbal and written).
MUST-HAVE QUALIFICATIONS
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 process management, and can lead complex projects to successful outcomes (impacting ≅10 to 50+ people).
- Track record of problem-solving skills and analytical decision-making, 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, facilitation, and interpersonal skills - responds to new/complex situations with curiosity, creativity, and empathy.
- Familiarity with AI- or automation-enhanced T&S or Service environments (e.g. bots, agent assist, self-serve, and a vision for their transformative potential)
- Experience in Trust and Safety, risk mitigation, dispute resolution, incident management, content moderation
- Lean/Six Sigma or other Project Management Professional Certification
WHAT SUCCESS LOOKS LIKE IN THE FIRST 6 MONTHS
You’ve improved our operations quality and efficiency for customers, pros, and the team through completing initiatives, investigating and addressing policy, process, and procedure gaps or misalignments, collaborating with others to update our systems accordingly, and have helped develop future opportunities to drive results and reduce risk.You’ve built positive internal and cross-functional partnerships.
More About Us
Thumbtack is the destination for getting things done—from house remodeling to event planning to music lessons and more. Each year, more than 200,000 professionals across the country provide service to a growing 5 million Thumbtack projects in 1,100+ unique categories.Founded in 2008 and headquartered in San Francisco, Thumbtack has raised more than $275 million from Sequoia Capital, Tiger Global Management, Javelin Investment Partners, Baillie Gifford, and Google Capital.
Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, Ontario, or the Philippines, and we host in-person events on a regular basis with local communities established in any city with 5+ employees.
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