Operations Program Manager

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

• 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
• $3.2 billion valuation (June, 2021)

Trust and Safety's Policy and Program Management team partners with all areas of Thumbtack to drive Trust and Safety improvements in our platform and programs. 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.

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.

• 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 Guarantee, the Thumbtack Solution Center, the Non-Discrimination Policy, 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).

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.

• 2+ years in program management, policy or process management, and can lead complex projects to successful outcomes (impacting approx. 10 to 50+ people).
• Track record of analytical decision-making and problem-solving skills, which includes executing/driving solutions forward yourself.
• Has written at least 10 pages of 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, risk mitigation, or dispute resolution
• Lean/Six Sigma or other Project Management Professional Certification

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.* Learn more about our virtual-first working model here. #LI-Remote

At Thumbtack, we help people care for their home from top to bottom, whether it's a minor repair or a major remodel. Through the Thumbtack app, people can effortlessly manage their homes — confidently knowing what to do, when to do it and who to hire. We don't just connect millions of customers to the right pros for their projects. We empower people across the country to fix, maintain and improve their most valuable asset.

Bringing the $600 billion+ home services industry online, Thumbtack is a technology leader creating a new era of home care. Working at Thumbtack means being part of a dynamic culture built on integrity, inclusion, and authenticity—where our leaders listen to feedback and take action. We'll equip you to do the best work of your career, give you the flexibility to live wherever you want, and treat you like you're our greatest asset because you are. If making an impact and the chance to do good inspires you, join us Imagine what we'll build together.

2022 Great Place to Work Certified Company

2022 Fortune Best Workplaces in the Bay

2022 Fortune Best Medium Workplaces

2022 Fortune Best Workplaces in Technology

2022 Great Place to Work - Best Workplaces for Parents

To learn more about life at Thumbtack and see current job openings, visit

Thumbtack's investors include Sequoia Capital, Tiger Global Management, Javelin Venture Partners, Baillie Gifford, and CapitalG, among others.

At Thumbtack, we help people care for their home from top to bottom, whether it's a minor repair or a major remodel. Through the Thumbtack app, people can effortlessly manage their homes — confidently knowing what to do, when to do it and who to hire. We don't just connect millions of customers to the right pros for their projects. We empower people across the country to fix, maintain and improve their most valuable asset.

Bringing the $600 billion+ home services industry online, Thumbtack is a technology leader creating a new era of home care. Working at Thumbtack means being part of a dynamic culture built on integrity, inclusion, and authenticity—where our leaders listen to feedback and take action. We'll equip you to do the best work of your career, give you the flexibility to live wherever you want, and treat you like you're our greatest asset because you are. If making an impact and the chance to do good inspires you, join us Imagine what we'll build together.

2022 Great Place to Work Certified Company

2022 Fortune Best Workplaces in the Bay

2022 Fortune Best Medium Workplaces

2022 Fortune Best Workplaces in Technology

2022 Great Place to Work - Best Workplaces for Parents

To learn more about life at Thumbtack and see current job openings, visit

Thumbtack's investors include Sequoia Capital, Tiger Global Management, Javelin Venture Partners, Baillie Gifford, and CapitalG, among others.

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