Senior Director, CX & Trust Product Management

Summary

Join Upwork as the Senior Director of Customer Experience & Trust (CX&T) Product Management and play a critical role in safeguarding the platform and fostering a safe, inclusive, and trustworthy environment for users. Lead a team of Product Managers to design and execute strategic initiatives protecting the marketplace from fraud and abuse. You will oversee the development and launch of trust and safety features, leverage data insights, and collaborate with various teams. This role requires strong leadership, analytical, and communication skills, along with extensive experience in product management and trust & safety. Upwork offers a remote-first work environment and a comprehensive benefits package.

Requirements

• 10+ years of product management experience, with expertise in trust, safety, security, or integrity-focused product areas
• 5+ years of experience leading and mentoring product teams in fast-paced, dynamic environments
• A proven ability to define and execute strategic product roadmaps for complex, multi-stakeholder platforms
• Strong analytical skills, with experience translating complex data into actionable insights and user-centric solutions
• Deep understanding of marketplace dynamics, fraud prevention, and risk management
• Exceptional communication and stakeholder management skills, with demonstrated experience presenting to executive leadership
• A passion for building inclusive, secure user experiences that scale globally

Responsibilities

• Define, own, and drive the multi-year Trust & Safety and Customer Service product roadmap to enhance platform usability, safety, trust, and integrity
• Recruit, mentor, and lead a high-performing team of Product Managers, cultivating a collaborative and growth-focused culture
• Oversee the ideation, prioritization, and rollout of innovative trust and safety and customer support features, tools, and solutions to address risks such as fraud, abuse, and non-compliance
• Leverage data insights and user research to deeply understand customer needs and pain points, translating these into impactful product solutions
• Partner with Engineering, Data Science, Operations, Legal, and Design teams to deliver scalable and user-friendly customer service and trust and safety solutions
• Advocate for trust and safety priorities across the organization, ensuring alignment with leadership and key stakeholders
• Define and monitor KPIs, iterating on trust and safety and customer service initiatives to achieve measurable improvements in platform integrity and customer confidence
• Stay informed on emerging trends, technologies, and regulatory developments in trust and safety, applying these insights to Upwork’s strategy and policies

Preferred Qualifications

Familiarity with trust and safety tools, systems, and methodologies, such as machine learning models, moderation systems, or compliance frameworks, is a plus

Benefits

• Comprehensive medical insurance coverage for both you and your family
• Unlimited paid time off
• A 401(k) plan with matching contributions
• 12 weeks of paid parental leave
• An Employee Stock Purchase Plan
• Annual bonus plan or sales incentive plan
• Eligibility to participate in our long term equity incentive program