Operations Risk Management Specialist
4 days ago
Thumbtack helps millions of people confidently care for their homes. Our organization's goal is to improve the quality, efficiency, and scalability of operations while working in line with Thumbtack's goals and values.
About the RoleWe're looking for an expert who will optimize policies and processes to enhance user experience and 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 familiarity with AI and change management, you'll collaborate with our team and stakeholders to complete impactful initiatives.
Responsibilities- Promote safety for users by completing initiatives and using AI to improve operations:
- Plan and prioritize tasks, factoring in all dependencies and deliverables.
- Use data to inform decisions, devise strategies, and mitigate risks.
- Optimize processes, create new policies, and cascade changes.
- Build expertise quickly in any specialization tied to 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 levels and departments and hold contributors accountable.
- Adapt to unforeseen circumstances and drive results despite obstacles.
- Maintain and update significant programs like the Guarantee , the Solution Center, 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 vision, requirements, and enforcement strategies:
- Become a subject matter expert on 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).
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