Sr Director, CX & Trust Product Management

Upwork ($UPWK) is the world’s work marketplace. We serve everyone from one-person startups to large, Fortune 100 enterprises with a powerful, trust-driven platform that enables companies and talent to work together in new ways that unlock their potential.

Last year, more than $3.8 billion of work was done through Upwork by skilled professionals who are gaining more control by finding work they are passionate about and innovating their careers.

As the Senior Director of Customer Experience & Trust (CX&T) Product Management, you will play a critical role in safeguarding Upwork’s platform and fostering a safe, inclusive, and trustworthy environment for our users. Leading a talented team of Product Managers, you will design and execute strategic initiatives that protect our marketplace from fraud and abuse while enabling positive, secure interactions for a global community of professionals. Join us in shaping the future of trust and safety and customer service, ensuring our platform remains a thriving space for innovation and collaboration.

Responsibilities

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• Define, own, and drive the multi-year Trust & Safety and Customer Service product roadmap to enhance platform usability, safety, trust, and integrity.
• Recruit, mentor, and lead a high-performing team of Product Managers, cultivating a collaborative and growth-focused culture.
• Oversee the ideation, prioritization, and rollout of innovative trust and safety and customer support features, tools, and solutions to address risks such as fraud, abuse, and non-compliance.
• Leverage data insights and user research to deeply understand customer needs and pain points, translating these into impactful product solutions.
• Partner with Engineering, Data Science, Operations, Legal, and Design teams to deliver scalable and user-friendly customer service and trust and safety solutions.
• Advocate for trust and safety priorities across the organization, ensuring alignment with leadership and key stakeholders.
• Define and monitor KPIs, iterating on trust and safety and customer service initiatives to achieve measurable improvements in platform integrity and customer confidence.
• Stay informed on emerging trends, technologies, and regulatory developments in trust and safety, applying these insights to Upwork’s strategy and policies.

What it takes to catch our eye

• 10+ years of product management experience, with expertise in trust, safety, security, or integrity-focused product areas.
• 5+ years of experience leading and mentoring product teams in fast-paced, dynamic environments.
• A proven ability to define and execute strategic product roadmaps for complex, multi-stakeholder platforms.
• Strong analytical skills, with experience translating complex data into actionable insights and user-centric solutions.
• Deep understanding of marketplace dynamics, fraud prevention, and risk management.
• Exceptional communication and stakeholder management skills, with demonstrated experience presenting to executive leadership.
• A passion for building inclusive, secure user experiences that scale globally.
• Familiarity with trust and safety tools, systems, and methodologies, such as machine learning models, moderation systems, or compliance frameworks, is a plus.

Come change how the world works.

At Upwork, you’ll shape talent solutions for how the world works today. We are a remote-first organization working together to create exciting remote work opportunities for a global community of professionals. While we have physical offices in San Francisco and Chicago, currently we also hire full-time employees in 19 states in the United States.

At the core of our vibrant culture are shared values that form the foundation of our organization. These values revolve around trust, risk-taking, customer focus, and excellence. Our overarching mission is to create economic opportunities so that people have better lives. We foster an environment where individuals are encouraged to bring their authentic selves to work, nurturing personal and professional growth through development opportunities, mentorship programs, and participation in Upwork Belonging Communities.

We take pride in providing exceptional benefits to our employees. These include comprehensive medical insurance coverage for both you and your family, unlimited paid time off, a 401(k) plan with matching contributions, 12 weeks of paid parental leave, and an Employee Stock Purchase Plan. To explore these benefits in detail, as well as gain insights into our company values, working principles, and the overall employee experience, we invite you to visit our Life at Upwork page.

Check out our Careers page to learn more about the employee experience.

Upwork is proudly committed to recruiting and retaining a diverse and inclusive workforce. As an Equal Opportunity Employer, we never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Additionally, a criminal background check may be run on a candidate after a conditional offer of employment is made. Qualified applicants with arrest or conviction records will be considered in accordance with applicable law, including the California Fair Chance Act and local Fair Chance ordinances.