About the job
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
Trust and Safety’s Proactive and Policy department partners with all areas of Thumbtack to drive Trust and Safety improvements in our platform and programs. The department splits into two groups: program managers and risk analysts. 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 Sr. Program Manager for Trust and Safety, you’ll be responsible for evaluating 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.
This new hire will be prioritized for leading planning, collaboration, and execution with our Critical Escalations and Data Privacy team, as well as our Incident Operations.
Responsibilities
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.
Benefits & Perks
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 protected] .
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/ .
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)
Trust and Safety’s Proactive and Policy department partners with all areas of Thumbtack to drive Trust and Safety improvements in our platform and programs. The department splits into two groups: program managers and risk analysts. 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 Sr. Program Manager for Trust and Safety, you’ll be responsible for evaluating 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.
This new hire will be prioritized for leading planning, collaboration, and execution with our Critical Escalations and Data Privacy team, as well as our Incident Operations.
Responsibilities
- Promote safety for users on Thumbtack by completing quarterly projects to improve the quality and efficiency of Trust and Safety programs and operations.
- 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, 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.
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.
- 4-6 years in program management, policy or project management, and can lead complex projects to successful outcomes (impacting approx. 10 to 100+ people).
- Bachelor’s or Master’s degree with applicable knowledge. (We’re open to applicants with comparable work experience in lieu of a degree.)
- 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.
- Experience in Trust and Safety, dispute resolution, sensitive topics/escalations
- Experience with Waterfall or Agile Methodology
- Lean/Six Sigma or other Project Management Professional Certification
Benefits & Perks
- 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
- Life @ Thumbtack Blog
- How Thumbtack is embracing virtual work
- Follow us on LinkedIn
- Meet the pros who inspire us
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 protected] .
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/ .
