Senior Product Manager, Customer Experience

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

As the key member of the Product group within the Customer Experience and Trust organization, you will play a key role in improving the customer experiences and eliminating defects during their interaction on our platform. You will be responsible for driving and managing the overall vision, roadmap and product features we deliver for our diverse set of partners. To be successful you’ll have to seamlessly switch from executive-level risk conversations to diving deep into controls and technology. You are naturally curious and stay on top of emerging trends and threats. You are not afraid to question any existing processes and solutions, yet you display a keen sense of business value proposition and focus on the right priorities. You are a clear thinker, thrive in working across teams, and an expert in dealing with ambiguity. You believe that a core component of security’s role is to enable the business, not just to secure it, and the solutions you bring to life are aligned to the needs of our developer community and business partners. You thrive in working in a fast paced, technologically forward-leaning environment and are not afraid to push the boundaries of security capabilities.

 Your Responsibilities:

• You will be leading discussion across cross functional teams like analytics, design, engineering and machine learning to align on key business initiatives
• You will be responsible to developing and owning a multi year roadmap for respective area within CX
• You will work with key stakeholders to identify improvements to maximize customer experience.
• You will oversee the design, development, implementation and support for Productivity enhancement solutions to meet the Zero Trust goals.
• You will support operational and incident escalations in a timely way.
• You’ll be expected to manage, recruit, motivate, mentor, and lead talent to be their best

What it Takes to Catch Our Eye: 

•  Product management experience in consumer or internal facing products, with a proven track record of measurable success.
• Strong technical proficiency and experience understanding and interacting with technical subjects with an ability to evangelize with leaders across the company. 
• Ability to inspire, motivate and lead a cross-functional team - your ability to build strong relationships is critical to success.
• Empathy for customers and an understanding of how to work with designers to deliver experiences that surprise and delight customers while balancing prioritization.
• 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. 
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels.

The annual base salary for this position in California and Washington ranges from $149,000 - $200,000. 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 hire full-time employees in 19 states in the United States.

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 Careers 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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