Program Manager, Operations

Summary

Join Thumbtack's Trust & Safety team as a Program Manager and contribute to enhancing the safety and experience of our users. You will analyze policies and processes, identify areas for improvement, and manage projects to optimize Trust & Safety operations. Collaborate with cross-functional teams to implement solutions and ensure alignment with Thumbtack's goals. This role requires strong analytical, problem-solving, and communication skills, along with experience in program or policy management. The position offers a virtual-first work model, various benefits, and the opportunity to make a significant impact on a growing platform.

Requirements

• 2+ years in program management, policy or process management, and can lead complex projects to successful outcomes (impacting approx. 10 to 50+ people)
• 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

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 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 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)

Preferred Qualifications

• Experience in Trust and Safety, risk mitigation, dispute resolution, incident management, content moderation
• Lean/Six Sigma or other Project Management Professional Certification
• Previously certified as a Data Privacy Officer

Benefits

• Virtual-first working model coupled with in-person events
• 20 company-wide holidays including a week-long end-of-year company shutdown
• Library (optional use collaboration & connection hub) in San Francisco
• WiFi reimbursements
• Cell phone reimbursements (North America)
• Employee Assistance Program for mental health and well-being