Product Manager, Trust and Safety

Upwork ($UPWK) is the world’s work marketplace. We help connect companies large and small with top independent talent from around the world. Simply put, our mission is to create economic opportunities so people have better lives.

Every year, more than $2 billion of work is done through Upwork by skilled independent professionals who want the freedom of working anytime, anywhere.

The Trust & Safety team seeks to deliver the trustworthy, safe, and inclusive work marketplace that sparks a global movement to reimagine work. As our Product Manager responsible for user experience, verification, and enforcement systems, you’ll help shape how we protect the work marketplace of the future. You’ll drive the roadmap for Identity Verification, design more friendly customer experiences when we work to remediate violations, and build the platform infrastructure needed to sustain a safe marketplace far into the future.

Your Responsibilities:

• Build a prioritized roadmap that modernizes our identity verification experience and improves our users' experiences when Trust & Safety violations occur, to help keep Upwork’s community safe.
• Collaborate with partners in design, engineering, marketing, research, sales, legal, and analytics to execute against that roadmap, rigorously testing hypotheses and iterating as you learn
• Build a strategic vision that maps the projects we build into a broader ecosystem of systems and tools to support the future needs of Upwork Trust & Safety.
• Deliver measurable results that show progress in improving customer experiences while reducing fraud and abuse on Upwork

What it takes to catch our eye:

• Fluency in crafting sophisticated ‘iceberg’ systems, with small user-facing surface areas masking high engineering complexity (potentially acquired as a product manager, technology consultant, software engineer or architect)
• 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
• Ability to synthesize quantitative and qualitative data to frame problems and develop solutions
• Ability to get things done and drive impact within a cross-functional team
• Flexibility to adapt to constantly evolving goals and priorities

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 15 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. Oh yeah, we’ve also got amazing benefits.

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.

The Trust & Safety team seeks to deliver the trustworthy, safe, and inclusive work marketplace that sparks a global movement to reimagine work. As our Product Manager responsible for user experience, verification, and enforcement systems, you’ll help shape how we protect the work marketplace of the future. You’ll drive the roadmap for Identity Verification, design more friendly customer experiences when we work to remediate violations, and build the platform infrastructure needed to sustain a safe marketplace far into the future.

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