Operations Program Manager

About the Role

A Program Manager is an individual contributor that oversees a set of projects and focuses on long-term business objectives. 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 Solution Center, , 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.

Bonus points if you have

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.

Benefits & Perks

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