Program Manager - Trust and Safety

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.

What you’ll do

• Drive initiatives that promote user safety on Thumbtack, leveraging AI, data, and process improvements to enhance Trust and Safety programs.
• Plan, prioritize, and execute projects with clear strategies, risk mitigation, adaptability to unforeseen challenges, and accountability across stakeholders.
• Develop and optimize policies, workflows, and comprehensive documentation (e.g., in-depth SOPs, project charters, frameworks, and roadmaps) to ensure effective and scalable Trust and Safety operations.
• Manage and update core programs such as the Thumbtack Guarantee, Dispute Mediation, Social Media Response, Content Moderation, and Data Privacy.
• Partner cross-functionally with Legal, Product, Engineering, Operations, Business Applications, and other teams to align on goals and enforcement strategies.
• Act as a subject matter expert, identifying issues, uncovering root causes, and delivering solutions with minimal guidance.
• Communicate with stakeholders at all levels through clear, detailed, organized, and persuasive verbal and written updates, ensuring alignment and follow-through.

In order to be successful, you must bring

• 2+ years of experience in program, policy, or process management, leading complex, cross-functional projects.
• Strong problem-solving and analytic decision-making skills, and the ability to drive solutions independently.
• Expertise in drafting clear and organized proposals, policies, workflows, and documentation.
• Effective communication skills with a proven ability to engage diverse stakeholders.
• Quick learner who adapts to shifting priorities and builds subject matter expertise.
• Excellent collaboration, facilitation, and interpersonal skills; approaches challenges with creativity and empathy.
• Familiarity with AI- or automation-enhanced environments, Trust and Safety operations, or certifications such as Lean/Six Sigma or PMP is preferred.