About the Trust & Safety Team

Trust and Safety’s Policy and Program Management team partners with all areas of Thumbtack to drive Trust and Safety improvements in our platform and programs. Our Program Managers create and update global policies, processes, and procedures - it’s our mission to improve the quality, efficiency, and scalability of Trust and Safety operations, while working in line with Thumbtack’s goals and values.

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. You’ll collaborate with internal leadership and cross-functional teams (Legal, Product, Engineering, Marketing, Support Operations, Enablement, etc.) on updates and solutions to improve the Thumbtack user experience and the Trust and Safety organization's global policies, operational processes, and documentation.

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 like the Thumbtack Guarantee, the Thumbtack Solution Center, the Non-Discrimination Policy, Data Privacy compliance, Dispute Mediation, Anomaly Detection, Terms of Service enforcement, Payments Risk, etc.
• Collaborate with Product, Engineering, Legal, Enablement, Sales, Marketing, and Operations (Trust and Safety, Customer Service, Refunds), etc. as needed to align on the Trust and Safety vision, requirements, and enforcement strategies. 

• • Become a subject matter expert on our global Trust and Safety policies, processes, and procedures and take ownership for seeking solutions with appropriate parties whenever you identify issues.
  • 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, and can lead complex projects to successful outcomes (impacting approx. 10 to 50+ people).
• Track record of analytical decision-making and problem-solving skills, which includes executing/driving solutions forward yourself.
• Has written detailed, organized proposals, policies, processes, workflows, etc.
• Strong communicator with the ability to explain your findings and recommendations to various stakeholders and audiences.
• Can quickly build expertise, absorb details, and adapt to shifting priorities.
• Excellent communication, collaboration, and interpersonal skills and responds to new/complex situations with curiosity, creativity, and empathy.

Bonus points if you have

• Experience in Trust and Safety, risk mitigation, dispute resolution, incident management, content moderation
• Lean/Six Sigma or other Project Management Professional Certification
• Previously certified as a Data Privacy Officer

Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, the Ontario region of Canada or the Philippines.* Learn more about our virtual-first working model here. #LI-Remote

About the Proactive and Policy Team

Trust and Safety’s Proactive and Policy department partners with all areas of Thumbtack to drive Trust and Safety improvements in our platform and programs. The department splits into two groups: program managers and risk analysts. Our Program Managers create and update global policies, processes, and procedures - it’s our mission to improve the quality, efficiency, and scalability of Trust and Safety operations, while working in line with Thumbtack’s goals and values.

About the Role

As a Sr. Program Manager for Trust and Safety, you’ll be responsible for evaluating global policies and operational processes, identifying experience obstacles and process inefficiencies, building outlines and workflow maps, and project managing initiatives to completion. You’ll collaborate with internal leadership and cross-functional teams (Legal, Product, Engineering, Marketing, Support Operations, Enablement, etc.) on updates and solutions to improve the Thumbtack user experience and the Trust and Safety organization's global policies, operational processes, and documentation. 

This new hire will be prioritized for leading planning, collaboration, and execution with our Critical Escalations and Data Privacy team, as well as our Incident Operations.

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 like the Thumbtack Guarantee, the Thumbtack Solution Center, the Non-Discrimination Policy, Data Privacy compliance, Dispute Mediation, Anomaly Detection, etc.
• Collaborate with Product, Engineering, Legal, Enablement, Sales, Marketing, and Operations (Trust and Safety, Customer Service, Refunds), etc. as needed to align on the Trust and Safety vision, requirements, and enforcement strategies.
  • Become a subject matter expert on our global Trust and Safety policies, processes, and procedures and take ownership for seeking solutions with appropriate parties whenever you identify issues.
  • 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).

What you’ll need

If you don't think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.

• 4-6 years in program management, policy or project management, and can lead complex projects to successful outcomes (impacting approx. 10 to 100+ people).
• Bachelor’s or Master’s degree with applicable knowledge. (We’re open to applicants with comparable work experience in lieu of a degree.) 
• Track record of analytical decision-making and problem-solving skills, which includes executing/driving solutions forward yourself.
• Has written detailed, organized proposals, policies, processes, workflows, etc.
• Strong communicator with the ability to explain your findings and recommendations to various stakeholders and audiences.
• Can quickly build expertise, absorb details, and adapt to shifting priorities.
• Excellent communication, collaboration, and interpersonal skills and responds to new/complex situations with curiosity, creativity, and empathy.

Bonus points if you have

• Experience in Trust and Safety, dispute resolution, sensitive topics/escalations
• Experience with Waterfall or Agile Methodology
• Lean/Six Sigma or other Project Management Professional Certification

Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, Canada or the Philippines. Learn more about our virtual-first working modelhere. 

For candidates living in San Francisco / Bay Area, New York City, or Seattle metros, the expected salary range for the role is currently $119,00 - $154,000. Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role.

For candidates living in all other US locations, the expected salary range for this role is currently $101,150 - $130,900. Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role.

#LI-Remote

About the Data Science Team

The Data Science team empowers Thumbtack to use data to guide business decisions. We collaborate with partners across the company to solve the most analytically challenging problems -- everything from how we set prices across hundreds of local services categories to evaluating the impact of a new business model on company performance. This role specifically sits on the Operations Data Science team, which provides insights for Thumbtack’s Commercial Strategy, Partnerships/Business Development, Sales, Support Operations, and Trust and Safety teams. We are a tight-knit, intellectually curious team that is committed to improving Thumbtack and improving each other.

About the Role

As a Senior Data Scientist, you’ll partner with product and operations leaders in shaping the strategy for the Commercial Strategy team. This team plays a major role in shaping the strategy of our business and specifically works with Refunds, Incentives, Category Management, Partnerships, Communications/PR and Commercial Strategy. In this role, you will measure and test the impact of new projects and ventures, set up and track KPIs for the team as growth continues to accelerate at a fast pace, and proactively strategize on where the team should focus. You will be involved in building many new processes from 0 to 1 and owning all data related tasks.

Data Scientists also collaborate with partners in Data Engineering, Marketing, Internal Tools and Product teams on broader efforts where product and operations overlap. You will be expected to quickly build technical and content expertise about our platform. You will be involved in scoping, prioritization and execution of tasks related to new company initiatives and programs while also gathering, organizing and presenting insights, trends and predictions to partners and stakeholders.

Responsibilities

• Partner with leaders of Thumbtack’s Commercial Strategy team to conduct in-depth quantitative analyses that guide strategic decisions
• Design and implement A/B tests, Market Based tests, and other experiments to measure impact of projects and new features.
• Make recommendations based on detailed analysis and a deep understanding of our business
• Build and maintain reports, models, metrics, and visualizations which provide insight into users’ experiences and business performance
• Maintain SQL queries and Looker/Tableau dashboards that underpin analysis and reporting infrastructure
• Identify key drivers of core business outcomes through regression analyses and other statistical techniques
• Contribute to our team and company data culture through peer collaboration, training, coaching and more

What you'll need 

If you don't think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.

• BA/BS degree, preferably in Economics, Statistics, Math, or Computer Science
• 3+ years in analytics, data science, or economics 
• Passion for using data to drive business impact in an operational environment, including running A/B experiments and applying causal analysis techniques to business process data
• Strong written and verbal communication skills: this role will require writing content and explaining results to internal and external audiences 
• Strong experience using SQL to query large datasets, proficiency with data visualization software (e.g., Tableau, Looker), and familiarity with statistics/programming languages (e.g., R, Python)
• Ability to detect and debug data anomalies in complex operational processes and a track record of working with business leaders to drive improvements and efficiencies
• Demonstrated ability to self-motivate and drive projects independently as well as partner successfully with cross-functional teams

Bonus points if you have 

• Master’s degree in Applied Economics, Statistics, Data Science or related fields
• Familiarity with data science and processes of operational business lanes such as Business Development, Sales, Support or Business Operations
• Working knowledge of Looker and LookML. You know how to use it effectively and have deep enough knowledge to grow the team by training others.

Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, Canada or the Philippines.* Learn more about our virtual-first working model here.

About the Growth Marketing Team

The Growth Marketing team at Thumbtack is an important lever of growth for the company, responsible for acquiring and retaining pros and consumers on Thumbtack via SEO, SEM, paid acquisition, and customer engagement channels. The Growth Marketing team is embedded in a larger highly cross-functional Growth org with Engineering, PM, and Analytics resources to help support its efforts. 

About the Role

The Growth Marketing team is looking for a Growth Marketing Associate to help oversee our engagement marketing notifications across planning, execution, and reporting. This role will need to operate cross-functionally with a variety of partners throughout the product development org, so our ideal candidate is very organized, adept at working with different teams and stakeholders, and able to prioritize work to manage time efficiently. No prior experience in lifecycle marketing is required, but an interest in learning more about lifecycle/engagement marketing is preferred.

Your Responsibilities

• Build and execute marketing campaigns across email, push, and other marketing channels
• Facilitate testing/QA process with stakeholders for each campaign to ensure flawless execution
• Run A/B tests across campaigns to identify key levers of growth that we can scale across the program
• Analyze and report on the impact of engagement programs, using learnings to iterate and make improvements

To Be Successful, You Must Bring

• 1–3+ years of marketing experience — ideally in lifecycle, engagement marketing or marketing operations.
• Proven track record in creating and executing campaigns across email, push and other marketing channels.
• Proficient in working with ESPs or engagement automation tools (experience with Iterable or Pardot is a plus).
• Quick learner for new processes and technologies.
  Strong project management and communication skills.
• Precise attention to detail

Bonus points if you have

• Experience developing email templates using HTML and CSS
• Experience with data analytics

Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, the Ontario region of Canada or the Philippines.* Learn more about our virtual-first working model here. #LI-Remote