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Join the mission of simplifying homeownership and empowering local businesses with Thumbtack's dynamic Trust and Safety team
Overview
Salary
No salary declared 😔
Location
Remote, Philippines
Nomad Friendly?
100% Remote- North America
Expires
Expires at anytime
Organization Summary
Thumbtack is revolutionizing the way homeowners manage their properties with our all-in-one app, contributing to local economies, and fostering the growth of small businesses. As one of the fastest-growing companies in a $600B+ industry, we offer a unique opportunity to be part of a team that is making a meaningful impact, with a valuation of $3.2 billion as of June 2021. Our platform is available nationwide, has initiated over 80 million projects, and has accumulated over 10 million 5-star reviews, with professionals earning billions through our platform.
Role Summary
- Analyze and enhance global policies and operational processes.
- Lead projects to improve user safety and Trust and Safety programs.
- Collaborate with cross-functional teams to align on strategies and enforcement.
- Become an expert in global Trust and Safety policies and take initiative in problem-solving.
- Create policy documents and standard operating procedures.
- Communicate effectively with stakeholders and drive results.
Role Requirements
- 2+ years of experience in program management, policy, or process management.
- Proven analytical, decision-making, and problem-solving skills.
- Experience in drafting organized policies, processes, and workflow documents.
- Strong communication skills and the ability to adapt to new situations with a sense of curiosity and empathy.
- Experience in Trust and Safety, risk mitigation, or dispute resolution is a plus.
- Lean/Six Sigma or similar certification is desirable.
Benefits & Perks
- Virtual-first working model with optional collaboration hubs.
- Generous holiday schedule and company-wide shutdown period.
- WiFi and cell phone reimbursements.
- Employee Assistance Program for mental health and well-being.
A home is the biggest investment most people make, and yet, it doesn’t come with a manual. That's why we’re building the only app homeowners need to effortlessly manage their homes — knowing what to do, when to do it, and who to hire. With Thumbtack, millions of people care for what matters most, and pros earn billions of dollars through our platform. And as one of the fastest-growing companies in a $600B+ industry — we must be doing something right.
We are driven by a common goal and the deep satisfaction that comes from knowing our work supports local economies, helps small businesses grow, and brings homeowners peace of mind. We’re seeking people who continually put our purpose first: advocating for pros and customers, embracing change, and choosing teamwork every day.
At Thumbtack, we're creating a new era of home care. If making an impact and the chance to do good inspires you, join us. Imagine what we’ll build together.
Thumbtack by the Numbers
- Available nationwide in every U.S. county
- 80 million projects started on Thumbtack
- 10 million 5-star reviews and counting
- Pros earn billions on our platform
- 1000+ employees
- $3.2 billion valuation (June, 2021)
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 Project 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 Program Manager for Trust and Safety, you’ll be responsible for analyzing global policies and operational processes, identifying experience obstacles and process inefficiencies, building outlines and workflow maps, and project managing initiatives to completion. You’ll collaborate with internal leadership and cross-functional teams (Legal, Product, Engineering, Marketing, Support Operations, Enablement, etc.) on updates and solutions to improve the Thumbtack user experience and the Trust and Safety organization's global policies, operational processes, and documentation.
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 Support, 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).
What you’ll need
If you don't think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.
- 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.
Bonus points if you have
- Experience in Trust and Safety, risk mitigation, or dispute resolution
- Lean/Six Sigma or other Project Management Professional Certification
Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, Canada or the Philippines.* Learn more about our virtual-first working model here. #LI-Remote
- Virtual-first working model coupled with in-person events
- 20 company-wide holidays including a week-long end-of-year company shutdown
- Libraries (optional use collaboration & connection hubs)in San Francisco and Salt Lake City
- WiFi reimbursements
- Cell phone reimbursements (North America)
- Employee Assistance Program for mental health and well-being
Learn More About Us
- Life @ Thumbtack Blog
- How Thumbtack is embracing virtual work
- Follow us on LinkedIn
- Meet the pros who inspire us
Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law.
Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: [email removed - click apply for more details].
If you are a California resident, please review information regarding your rights under California privacy laws contained in Thumbtack’s Privacy policy available at https://www.thumbtack.com/privacy/ .
