Trust & Safety Manager

About the Role

To ensure a great user experience and our long-term growth, trust and safety are at the foundation of everything we do. As a part of the Marketplace Trust & Safety Team, you will have the opportunity to work on some of Thumbtack's most interesting and challenging issues. You get to do this primarily by effectively managing and leading a team of frontline specialists who obsess over and take care of our trust and safety operations.

•  People management:
• Coach and develop your team to effectively catch deceptive practices and surface new irregularities and trends in the platform
• Manage and mentor your team for them  to reach their full potential
• Nurture a psychologically safe environment and a culture of proactively surfacing findings, giving suggestions, and speaking up ideas
• Foster high morale and camaraderie within the team.
• Manage potential conflicts and maintain strong teamwork and trust among members

• Operations management:
• Lead a team of specialists to be the frontline in monitoring and acting on trust and safety issues on the platform
• Set team expectations and monitor specialist utilization, capacity, task volume, schedules, attendance, quality, and service levels; coach when needed 
• Drive the team in achieving the desired service levels (SLs) and hitting the performance metrics
• Provide constant support to specialists, handle escalations
• Monitor and report unusual product and fraud trends
• Identify and escalate bug reports to appropriate teams
• Manage the day-to-day operations:
• Stakeholder management:
• Build and maintain stakeholder relationships cross-functionally and cross-locationally
• Work with the partners from North America teams to implement and improve policies and processes. 
• Ensure calibration sessions are set up with the US partners for the tasks assigned to you
• Present weekly trust and safety ops metrics and provide operational and business insights
• Work collaboratively with cross-functional teams in the Philippines
• Administrative:
• Write, manage, improve and update tasks guidelines and SOPs
• Complete performance reviews and provide regular feedback 
• Ensure timekeeping details of your team are accurate and updated

To Be Successful, You Must Bring

• At least 4 years of professional experience in the BPO, shared services, or similar industry with the following background:
• Working in a Trust & Safety, Content Moderation, Fraud and/or Risk Management role, Payment Fraud Detection/Prevention
• At least 3 years of people management experience on a leadership capacity/level
• Willingness to work during day, mid or graveyard shift and rotating rest days

Bonus points if you have

• Experience in project management
• Background and/or training in process improvement methodologies such as Lean or Six Sigma
• Background and/or training in COPC
• Experience in data handling/analytic

Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, the Ontario region of Canada or the Philippines.* Learn more about our virtual-first working model here. #LI-Remote