Headquarters: San Francisco, California, United States
URL: https://upwork.com
Responsibilities
- Define, own, and drive the multi-year Trust & Safety and Customer Service product roadmap to enhance platform usability, safety, trust, and integrity.
- Recruit, mentor, and lead a high-performing team of Product Managers, cultivating a collaborative and growth-focused culture.
- Oversee the ideation, prioritization, and rollout of innovative trust and safety and customer support features, tools, and solutions to address risks such as fraud, abuse, and non-compliance.
- Leverage data insights and user research to deeply understand customer needs and pain points, translating these into impactful product solutions.
- Partner with Engineering, Data Science, Operations, Legal, and Design teams to deliver scalable and user-friendly customer service and trust and safety solutions.
- Advocate for trust and safety priorities across the organization, ensuring alignment with leadership and key stakeholders.
- Define and monitor KPIs, iterating on trust and safety and customer service initiatives to achieve measurable improvements in platform integrity and customer confidence.
- Stay informed on emerging trends, technologies, and regulatory developments in trust and safety, applying these insights to Upwork’s strategy and policies.
What it takes to catch our eye
- 10+ years of product management experience, with expertise in trust, safety, security, or integrity-focused product areas.
- 5+ years of experience leading and mentoring product teams in fast-paced, dynamic environments.
- A proven ability to define and execute strategic product roadmaps for complex, multi-stakeholder platforms.
- Strong analytical skills, with experience translating complex data into actionable insights and user-centric solutions.
- Deep understanding of marketplace dynamics, fraud prevention, and risk management.
- Exceptional communication and stakeholder management skills, with demonstrated experience presenting to executive leadership.
- A passion for building inclusive, secure user experiences that scale globally.
- Familiarity with trust and safety tools, systems, and methodologies, such as machine learning models, moderation systems, or compliance frameworks, is a plus.
Come change how the world works.
To apply: https://weworkremotely.com/remote-jobs/upwork-sr-director-cx-trust-product-management