Contract: Trust & Safety Operations Manager

Upwork ($UPWK) is the world’s work marketplace. We serve everyone from one-person startups to over 30% of the Fortune 100 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 $3.3 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.

This is an engagement through Upwork’s Hybrid Workforce Solutions (HWS) Team. Our Hybrid Workforce Solutions Team is a global group of professionals that support Upwork’s business. Our HWS team members are located all over the world.

• Ensure the operational efficiency and work quality of the three work streams that compose Marketplace Quality (Scam Operations, Content and Engagement, and Circumvention), which collectively ensure that the content on Upwork is aligned to our Terms of Service and free of abuse 
• Proactively find opportunities to improve the team's performance
• Become a subject matter expert on the policies and processes your teams own, working in close partnership with Policy to refine our approach over time
• Work with cross-functional partners to develop and deploy changes to our product and policies
• Maintain a focus on the customer experience while being alert to emerging risks
• When risks arise, proactively propose and implement mitigation plans 
• Build a productive team that creates outstanding user outcomes and constantly strives to improve 

• Experience in operations management, ideally with a focus on emerging online risk areas and “unknown unknowns” in Trust & Safety, Compliance, Risk, or Customer Support
• A collaborative mindset and willingness to support a positive and dedicated culture for a globally distributed team
• Ability to get things done and drive measurable impact, with the flexibility to adapt to evolving goals and priorities 

Upwork is proudly committed to fostering a diverse and inclusive workforce. 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.   

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