Full-Time Program Manager, Operations

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. At Thumbtack, we're creating a new era of home care.

About the Role

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.

Your Responsibilities

• 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.
• Collaborate with Product, Engineering, Legal, Enablement, Sales, Marketing, and Operations.
• Become a subject matter expert on our global Trust and Safety policies, processes, and procedures.
• 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).

To Be Successful, You Must Bring

• 2+ years in program management, policy or process management.
• Can lead complex projects to successful outcomes.
• Track record of analytical decision-making and problem-solving skills.
• Strong communicator with the ability to explain your findings and recommendations.
• Can quickly build expertise, absorb details, and adapt to shifting priorities.
• Excellent communication, collaboration, and interpersonal skills.

Bonus points

• Experience in Trust and Safety
• Lean/Six Sigma or other Project Management Professional Certification

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