Principal Product Manager, Reputation & Trust

Summary

Join Upwork as a Principal Product Manager, Reputation & Trust, and drive strategic product initiatives focused on enhancing trust, safety, and marketplace integrity. Lead the transformation of Upwork's Reputation product, creating a transparent, two-sided reputation system. Leverage your Trust & Safety expertise to address fraud, abuse, and bias. This role requires strategic vision, adaptability, and a proven track record in developing and scaling complex, trust-focused products. You will collaborate with cross-functional teams, including Engineering, Design, Research, and Marketplace Product stakeholders. This is a high-visibility role with significant cross-functional impact, offering the chance to reshape the foundation of user trust in a two-sided marketplace.

Requirements

• 8+ years of product management experience, with expertise in trust, safety, security, or integrity-focused product areas
• Extraordinary ability to collaborate with and influence cross-functional partners to align roadmaps, articulate trade-offs, and drive company-wide outcomes
• Deep product leadership experience in two-sided marketplaces, ideally in areas related to trust, safety, or reputation systems
• Track record of driving strategy and execution for complex, high-stakes platform infrastructure with long-term business impact
• Experience working with Data Science teams to define algorithmic signals and performance metrics for quality and reliability
• Comfort operating with high ambiguity and high accountability, with a scrappy mindset and a bias for clarity and action

Responsibilities

• Strategic ownership of multiple long-term initiatives for Upwork’s CX&T organization to enhance platform usability, safety, trust, and integrity
• Translate ambiguous vision into clear, measurable outcomes that deepen user trust and marketplace differentiation
• Lead strategy and execution for Upwork’s new two-sided reputation framework across multiple releases and stakeholder groups
• Partner with Engineering, Design, Research, and Marketplace Product stakeholders to define feature requirements and deliver high-quality, scalable systems
• Develop frameworks to evaluate reputation structures (e.g. badge logic, skill tagging algorithms, and review systems), with continuous iteration based on performance signals
• Collaborate with Marketplace Product, Trust & Safety and Customer Support to evolve freelancer protections tied to badge tiers and ensure accountability through new client standards
• Lead communication and rollout strategy with go-to-market partners to ensure successful adoption across the freelancer and client base

Benefits

• Comprehensive medical coverage for you and your family
• Unlimited PTO
• A 401(k) plan with matching
• 12 weeks of paid parental leave
• An Employee Stock Purchase Plan