Trust And Safety Manager

Summary

Join Thumbtack's Marketplace Trust & Safety Team as a leader of a frontline specialist team. You will coach and develop your team to identify deceptive practices and trends on the platform, manage daily operations, and ensure high service levels. This role requires at least 4 years of experience in a relevant field, including 3 years of people management. You will build stakeholder relationships, present metrics, and improve processes. The position offers a virtual-first working model, various benefits, and the opportunity to make a significant impact on the company's growth and user experience. The role involves managing team performance, handling escalations, and collaborating with cross-functional teams. The ideal candidate will have experience in project management, process improvement, and data analytics.

Requirements

• At least 4 years of professional experience in the BPO, shared services, or similar industry with the following background: Working in a Trust & Safety, Content Moderation, Fraud and/or Risk Management role, Payment Fraud Detection/Prevention
• At least 3 years of people management experience on a leadership capacity/level
• Willingness to work during day, mid or graveyard shift and rotating rest days

Responsibilities

• Coach and develop your team to effectively catch deceptive practices and surface new irregularities and trends in the platform
• Manage and mentor your team for them to reach their full potential
• Nurture a psychologically safe environment and a culture of proactively surfacing findings, giving suggestions, and speaking up ideas
• Foster high morale and camaraderie within the team
• Manage potential conflicts and maintain strong teamwork and trust among members
• Lead a team of specialists to be the frontline in monitoring and acting on trust and safety issues on the platform
• Set team expectations and monitor specialist utilization, capacity, task volume, schedules, attendance, quality, and service levels; coach when needed
• Drive the team in achieving the desired service levels (SLs) and hitting the performance metrics
• Provide constant support to specialists, handle escalations
• Monitor and report unusual product and fraud trends
• Identify and escalate bug reports to appropriate teams
• Build and maintain stakeholder relationships cross-functionally and cross-locationally
• Work with the partners from North America teams to implement and improve policies and processes
• Ensure calibration sessions are set up with the US partners for the tasks assigned to you
• Present weekly trust and safety ops metrics and provide operational and business insights
• Work collaboratively with cross-functional teams in the Philippines
• Write, manage, improve and update tasks guidelines and SOPs
• Complete performance reviews and provide regular feedback
• Ensure timekeeping details of your team are accurate and updated

Preferred Qualifications

• Experience in project management
• Background and/or training in process improvement methodologies such as Lean or Six Sigma
• Background and/or training in COPC
• Experience in data handling/analytic

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