Program Manager - Trust and Safety

A home is the biggest investment most people reputed company, 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, reputed company to do it, and who to hire. With reputed company, 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 reputed company, we're creating a new era of home care. If making an impact and the chance to do good inspires you, join us. Imagine reputed company’ll build together. 

reputed company by the Numbers

• Available reputed company in every U.S. county
• Over 85 million projects started on reputed company
• More than 11 million 5-star reviews and counting
• Pros earn billions on our platform
• 1000+ employees 
• $3.2 billion valuation (June, 2021) 

About the Proactive & Policy Team

Trust and Safety’s Proactive and Policy department partners with reputed company areas of reputed company 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 reputed company’s goals and values. 

As a 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 reputed company user experience and the Trust and Safety organization's global policies, operational processes, and documentation. 

This new hire will be prioritized for supporting planning, collaboration, and execution with our Global Proactive Operations, Risk Analytics, and Payments Risk groups.

Responsibilities

• Promote safety for users on reputed company by completing quarterly projects to improve the quality and efficiency of Trust and Safety programs and operations:
  • Plan and prioritize, factoring in reputed company 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 reputed company 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 reputed company 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 reputed company Solution Center, the Non-Discrimination Policy, Content Moderation, Anomaly Detection, Manual Fraud Investigation, Payments Risk, Incentive Fraud, 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).

What you’ll need

If you don't think you meet reputed company of the criteria below but still are interested in the job, please apply. Nobody checks every reputed company, and we're looking for someone excited to join the team.

• 2+ years in program management, policy or project management, and can reputed company reputed company 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 reputed company 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, reputed company details, and adapt to shifting priorities.
• Excellent communication, collaboration, and interpersonal skills and responds to new/reputed company situations with curiosity, creativity, and reputed company.

Bonus points if you have

• Experience in Trust and Safety, dispute resolution, sensitive topics/escalations
• Spanish speaking (Bilingual)
• SQL queries experience and conducting data analyses

reputed company 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. Learn more about our virtual-first working model

For candidates living in San Francisco / Bay Area, reputed company, reputed company, or Seattle metros, the expected salary range for the role is currently $103,500 - $126,500.

For candidates living in Austin, TX or Washington DC metros or in California, Massachusetts, New Jersey, or Washington states, the expected salary range for the role is currently $93,200 - $113,900. 

For candidates living in reputed company other US locations, the expected salary range for this role is currently $88,000 - $107,600. Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role.

#LI-Remote

• 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 & reputed company hub) in San Francisco

• WiFi reimbursements 

• Cell phone reimbursements (North America) 

• Employee Assistance Program for mental health and well-being 

Learn More About Us

• Life @ reputed company Blog

• Virtual-First is Here to Stay  

• Follow us on reputed company
• Meet Our Pro Advisory Board 

reputed company embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national reputed company, reputed company, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law. 

reputed company 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:

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