Program Manager - Trust and Safety

Proactive and Policy

Team

Location

Virtual, United States

Department

Trust and Safety

Job Type

Full Time

Thumbtack helps millions of people confidently care for their homes.

Thumbtack is the one app you need to take care of and improve your home — from personalized guidance to AI tools and a best-in-class hiring experience. Every day in every county of the U.S., people turn to Thumbtack to complete urgent repairs, seasonal maintenance, and bigger improvements. 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.

An image of roofers working on a roofAn image of a family eating breakfast in their kitchen

About the Proactive amp; 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.

Daniel - Trust & Safety
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Hear from
Daniel
https://res.cloudinary.com/dkhxbhhgg/video/upload/v1741030680/Trust_Safety_Daniel_kur00k.m4a
Manager II, Trust & Safety - Incident Operations
Daniel

“The culture here is all about collaboration. Everybody's got each other's back, and we're constantly pushing to do great work together.”

Daniel

Manager II, Trust & Safety - Incident Operations

“The culture here is all about collaboration. Everybody's got each other's back, and we're constantly pushing to do great work together.”

Daniel

Manager II, Trust & Safety - Incident Operations

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

For candidates living in San Francisco / Bay Area, San Jose, New York City, or Seattle metros, the expected salary range for the role is currently $103,500 - $126,500.

For candidates living in Austin, TX or Washington DC metros or in California, Massachusetts, New Jersey, or Washington states, the expected salary range for the role is currently $93,200 - $113,900.

For candidates living in all other US locations, the expected salary range for this role is currently $88,000 - $107,600. 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.

Apply for this role

Thumbtack by the numbers

$600B+
opportunity in Thumbtack’s market home services
4M
customers in past 12 months
85M+
projects started on Thumbtack
12M+
5-star reviews
$3.2B
valuation (as of June 2021)
Apply for this role

Perks & Benefits

Supporting you at work and beyond

In addition to our virtual-first model, we offer:

Paid time off

Recharge with PTO, in addition to 20 company-wide holidays each year, including a week-long end-of-year shutdown.

Remote work stipend and reimbursements

$1,000 USD/$1,400 CAD annual stipend for professional development, self care, office set-up and more. We also provide cell phone and Wi-Fi reimbursements.

Support for parents and caregivers

All parents receive up to 12 weeks of paid parental leave, and birthing parents receive 8 additional weeks, for a total of 20 weeks of 100% paid parental leave (US & CAN).

Family formation benefits

$30,000 USD/CAD lifetime max reimbursement for family planning.

Mental health and financial coaching

12 coaching sessions and 12 therapy sessions for yourself and your dependents. We also offer one-on-one financial guidance from a financial wellness provider.

Thumbtack Bucks

$1,800 USD/CAD annual stipend to book a pro on Thumbtack for virtual or in-person services — anything from home care services to planning a child’s birthday party and beyond.

An image of employees working on a team building exercise at a recent Thumbtack eventAn image of employees doing yoga together

Perks & Benefits

Supporting you at work and beyond

In addition to our virtual-first model, we offer:

Paid time off

30 days of PTO (pro-rated based on start date), including a week-long, end-of-year shutdown and a 15% night shift differential.

Remote work stipend and internet allowance

PHP 46,000.00 annual stipend to use for professional development, self care, office set-up and more. We also provide PHP 1,500/month internet allowance.

Mental health and financial coaching

12 coaching sessions and 12 therapy sessions for yourself and your dependents. We also offer one-on-one financial guidance from a financial wellness provider.

Inclusive healthcare

HMO coverage includes yourself and up to three of your dependents (two at no cost). We also cover common-law and same-sex domestic partners.

An image of employees embracing after a team building exerciseAn image of employees at a recent Thumbtack event

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