Senior Product Manager, Trust and Safety

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.
The Trust & Safety team seeks to deliver the trustworthy, safe, and inclusive work marketplace that sparks a global movement to reimagine work. As Senior Product Manager, you'll be driving the vision and roadmap on how to disincentivize bad customer behaviors and incentivize good ones with our Enforcement Suite and Appeals Platform. You will work closely with our Policy, Operations, Analytics, Design and Engineering teams to build customized, best-in-class user experiences that address Trust & Safety problems quickly and with empathy. You will be responsible for driving the best experience for our users through disciplined usage of analytics, experimentation, and cross-functional collaboration with Engineering teams across Upwork.
Your Responsibilities:

• Define and evolve the product roadmap for our Enforcement Suite and Appeals Platform, working closely with Engineering leads across the organization to modernize our backend systems.
• Lead the development of critical key business objectives (OKRs) for your product, owing the implementation of the product within Upwork's broader ecosystem.
• Collaborate with our partners in Design, Policy, Operations, Analytics, Legal and Engineering groups to align and drive large cross functional initiatives that instill Trust by Design.

• Deliver measurable results that show progress in improving customer experiences while reducing fraud and abuse on Upwork.

What it takes to catch our eye:

• Product management experience with at least four years in Trust & Safety, Infrastructure, Risk Management, or Marketplace/Platform products.
• Strong technical proficiency and experience understanding and interacting with technical subjects with an ability to evangelize with leaders across the company.
• Empathy for customers and an understanding of how to work with designers to deliver experiences that surprise and delight customers while balancing friction for bad actors.
• A data-driven mentality, with the ability to synthesize quantitative and qualitative data to frame problems and develop new measurement models that drive business value.
• Strive to get things done and drive collaboration with cross-functional partners.
• Flexibility to adapt to constantly evolving goals and priorities.

The annual base salary for this position in California and Washington ranges from $149,000.00 - $246,000.00. The range displayed reflects the minimum and maximum salary for this position in California and Washington, and individual base pay will depend on your skills, qualifications, experience, and location. Additionally, this position is eligible for the annual bonus plan or sales incentive plan and eligibility to participate in our long term equity incentive program.
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 support hiring of corporate full-time employees in 19 states in the United States. Please speak with a member of our recruitment team to determine whether you are located in a state in which we are hiring corporate full-time employees.
Our vibrant culture is built on shared values and our mission to create economic opportunities so that people have better lives. We foster amazing teams, put our community first, and have a bias toward action. We encourage everyone to bring their whole selves to work and grow together through development opportunities, mentorship, and employee resource groups. And oh yeah, we've also got amazing benefits - including medical insurance for you and your family, unlimited PTO, 401(k) with matching, 12 weeks of paid parental leave, and a generous Employee Stock Purchase Plan. Check out our Life at Upwork page to learn more about our benefits and the employee experience.
Check out our Life at Upwork 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.
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