Program Manager (Fraud and Incident Management Projects)

About the Trust & Safety 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 an individual contributor 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.

What you'll do

• 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).

To Be Successful, You Must Bring

• 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.

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