Program Manager - Trust and Safety

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 Program 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 Trust and Safety Program Manager, you’re responsible for optimizing policies and processes to enhance the user experience and our internal operations. You’ll be a documentation master, creating and maintaining proposals, project charters, workflows, and comprehensive policies and procedures. With an investigative mindset, action-orientation, and a familiarity with AI and change management, you’ll collaborate with our team and XFN partners to complete impactful initiatives.  

What you’ll do

• Promote safety for users on Thumbtack by completing initiatives and using AI 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 tied to your assignments.
  • Look 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 hold 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 Operations, Internal Tools, Legal, Enablement, Product, Engineering, Sales, Marketing, 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 and take ownership for seeking solutions with appropriate parties.
  • Draft standard operating procedures (between 10 to 50 pages), regularly write project charters, utilize frameworks, create roadmaps, etc. 
  • Investigate problem areas and present recommendations for future-state workflows that integrate policy, process, and automation. 
  • Manage stakeholders with clear, direct, detailed, organized, adaptable, and persuasive communication (verbal and written).

In order to be successful, you must bring

• 2+ years in program management, policy or process management, and can lead complex projects to successful outcomes (impacting ≅10 to 50+ people).
• Track record of problem-solving skills and analytical decision-making, 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, facilitation, and interpersonal skills - responds to new/complex situations with curiosity, creativity, and empathy.
• Familiarity with AI- or automation-enhanced T&S or Service environments (e.g.  bots, agent assist, self-serve, and a vision for their transformative potential) 
• Experience in Trust and Safety, risk mitigation, dispute resolution, incident management, content moderation
• Lean/Six Sigma or other Project Management Professional Certification