Program Manager

Thumbtack helps millions of people confidently care for their homes. Thumbtack is the one app you need to take care of and improve your home — from personalized guidance to AI tools and a best-in-class hiring experience. Every day in every county of the U.S., people turn to Thumbtack to complete urgent repairs, seasonal maintenance and bigger improvements. We help homeowners know which projects to do, when to do them and who to hire from our growing community of 300,000 local service businesses. If making an impact inspires you, join us. Imagine what we’ll build together. About the Policy and Program Management Team 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. About the Role As a Trust and Safety Program Manager, you’re responsible for optimizing policies and processes to enhance the user experience and our internal operations. You’ll be a documentation master, creating and maintaining proposals, project charters, workflows, and comprehensive policies and procedures. With an investigative mindset, action-orientation, and a familiarity with AI and change management, you’ll collaborate with our team and XFN partners to complete impactful initiatives. What you’ll do Promote safety for users on Thumbtack by completing initiatives and using AI 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 tied to your assignments. Look 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 hold 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 Operations, Internal Tools, Legal, Enablement, Product, Engineering, Sales, Marketing, 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 and take ownership for seeking solutions with appropriate parties. Draft standard operating procedures (between 10 to 50 pages), regularly write project charters, utilize frameworks, create roadmaps, etc. Investigate problem areas and present recommendations for future-state workflows that integrate policy, process, and automation. Manage stakeholders with clear, direct, detailed, organized, adaptable, and persuasive communication (verbal and written). In order to be successful, you must bring 2+ years in program management, policy or process management, and can lead complex projects to successful outcomes (impacting ≅10 to 50+ people). Track record of problem-solving skills and analytical decision-making, which includes executing/driving solutions forward yourself. 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, facilitation, and interpersonal skills - responds to new/complex situations with curiosity, creativity, and empathy. Familiarity with AI- or automation-enhanced T&S or Service environments (e.g. bots, agent assist, self-serve, and a vision for their transformative potential) Experience in Trust and Safety, risk mitigation, dispute resolution, incident management, content moderation Lean/Six Sigma or other Project Management Professional Certification Thumbtack 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 origin, ancestry, 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. 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: . If you are a California resident, please review information regarding your rights under California privacy laws contained in Thumbtack’s Privacy policy available at . Apply for this job * indicates a required field First Name * Last Name * Email * Phone * Location (City) * Resume/CV * Enter manually Accepted file types: pdf, doc, docx, txt, rtf Enter manually Accepted file types: pdf, doc, docx, txt, rtf LinkedIn Profile Website Please run a speed test via tack.speedtestcustom.com and paste below the link to the result. * As we are now 100% remote, we would like to know if you have the minimum system requirements for you to be able to do work at home. Go to this link to do the speed test. Please do a right click to open the link in a new tab. Run the test three times, and submit the third result. This role is open only to candidates who are currently residing anywhere in the Philippines. Are you authorized to work in the said country? * Select... Your Program Management SuperpowersThis role is all about driving big impact as an individual contributor — you’ll shape strategy and roll up your sleeves to make it happen. Tell us about a program you’ve led where you owned the vision and the execution. What was your approach, and what impact did it have? We’d love to hear how you made it come to life. * Show Us Your Writing Magic (please read the details below) * Accepted file types: pdf, doc, docx, txt, rtf Writing is at the heart of this role — whether it’s a project plan, workflow, or policy, your words will guide decisions and bring teams together. Our Trust & Safety team owns and maintains around 1,000 pages of documentation, and we rely on Program Managers to be confident writers and editors. Because of the sensitive nature of our work, every angle needs to be clearly documented to remove as much grey area as possible — which often means our policy docs are long and detailed. With that in mind, please share one or two pages of something you’ve written (a project doc, policy, or guide — whatever you’re most proud of) that shows how you explain complex ideas clearly. Don’t worry about design or formatting — we’re just looking at your writing skills. Feel free to redact any sensitive details. Have you worked in Thumbtack Philippines before? If yes, please specify your role and the dates of your employment. * Do you have any relatives or any person that you are in a familial relationship with who is currently employed or has an active application at Thumbtack? If yes, indicate the name of the employee/s or applicant/s (please indicate the job they applied to) and the nature of your relationship with them. * “Familial relationship” within the context of this question means you and a current employee being in a relationship as a spouse, romantic partner, domestic partner, father, mother, sibling, child, uncle, aunt, nephew, niece, cousin, grandparent, or grandchild, or any of those relationships arising as a result of marriage (e.g. brother-in-law). Note:Failure to disclose this information in this application form may affect your candidacy for this role, or can be a cause of corrective action as indicated in our discipline manual, once hired. By joining Thumbtack, would there be any conflict of interest with your current or last employer or employment agreement (this includes non-compete clause, dual corporate/freelance employment, similar business, etc.)? If yes, please elaborate below. * Note:Failure to disclose this information in this application form may affect your candidacy for this role, or can be a cause of corrective action as indicated in our discipline manual, once hired. By ticking the box/signing and submitting your application, you explicitly and unambiguously consent to the collection, processing, and storage of your personal data by TSSP for the purposes described in this Privacy Notice. * Select... Please ensure that you have completely read and comprehend the terms in this document . Thumbtack currently supports remote work in a number of locations across the United States, Ontario and the Philippines. Using the drop down list below, please select the location you intend to work from. If you are not currently located in or able to work from a location listed below, please select "Location not listed." * Select... Location If you selected "Location not listed" above, please use the text box below to let us know where you intend to work from. #J-18808-Ljbffr