Product Manager, Identity

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 accomplished professionals who are gaining more control by finding work they are passionate about and building their careers.

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The Trust & Safety team's mission is to ensure that Upwork is the world's most trusted work marketplace. As our Product Manager responsible for user experience verification and enforcement systems you will report to the Senior Product Manager for Identity and help shape how we protect the work marketplace of the future. You'll help to deliver the roadmap for Identity design intuitive customer experiences and drive efforts to sustain a safe marketplace far into the future.

Your Responsibilities:

• Partner with the Senior Product Manager for Identity to deliver a prioritized product roadmap for 2024 aligned to our Annual Operating Plan owning the implementation of features designed to identify and address threats from bad actors who are 'lying' about their identity.

• Manage programs within the Identity roadmap initially focusing on delivering a suite of solutions for detecting and responding to a variety of identity risk scenarios without compromising on user experience.

• Collaborate across Design Engineering Marketing Research Sales Legal Analytics and other teams to deliver your roadmap and rigorously test hypotheses iterate and learn.

• Build enterprise-grade capabilities for managing identity risk with user-friendly consumer-level simplicity.

• Measurably improve customer experiences while reducing fraud and abuse on Upwork.

What it takes to catch our eye:

• At least 2 years prior experience as a product manager within a trust & safety fraud or risk management team

• Experience working with analysts & machine learning experts to develop both rules-based detection and machine learning models.

• Fluency in creating multi-layered detection strategies that consider and mitigate for complex risk problems across the platform and throughout the user journey

• Experience designing sound risk management experiences that stop bad actors with minimal impact to healthy growth.

• Curiosity and an eye for anomaly detection and spotting trends.

• Creativity and a desire to try new things to learn.

• Experience working with marketplace policy managers in developing enforcement strategies that change user behavior.

• Empathy for customers and an understanding of how to work with designers to deliver experiences that surprise and delight customers while creating friction and blocks for bad actors

• Experience combining quantitative and qualitative data to frame problems and develop solutions

• Skill in adapting to and driving change through ever-evolving goals and priorities

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Change the world around you.

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 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 and gain insights into our company values working principles and the employee experience we invite you to visit our Life at Upwork page.

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 someone with a disability or other applicable legally protected characteristics.