Senior Product Manager, Trust & Safety - 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.

The Trust & Safety team's mission is to ensure that Upwork is the world's most trusted work marketplace. As our Sr. Product Manager for Identity, you'll help to build trust among users. You'll develop and drive the roadmap focused on expanding our verifications tool kit, and supporting healthy marketplace growth. You will build the platform infrastructure needed to sustain a safe marketplace far into the future, and your work will ensure that our customers have great experiences with one another and our platform. You will report to the Director of Product, Trust and Safety.

Your Responsibilities:

• Develop and implement a multi-year vision for Identity programs designed to build trust and unlock healthy growth in the marketplace, ensuring alignment between self-managed programs and those of direct report(s).Expand our identity toolkit to include a variety of friction-minimal verification options for our users.
• Oversee our identity vendor portfolio and ensure the appropriate and fiscally responsible use of these vendor solutions throughout the ecosystem.
• Manage a product manager responsible for solving problems related to fraudulent identities
• Provide mentorship, guidance, and direction to other product managers to ensure their success
• Foster a culture of innovation, collaboration, and customer-centricity within the Product Management team, ensuring that user feedback, problems, and needs are at the core of our product development process.
• Ensure representation and accuracy of programs in Operating Plans and Quarterly Business reviews.
• Collaborate across Design, Engineering, Marketing, Research, Sales, Legal, Analytics and other teams to deliver your roadmap, and rigorously test hypotheses, iterate and learn.
• Escalate to leadership when there are prioritization misalignments that could delay committed work.
• Track and ensure on-time delivery of all action items from WBR, QBR, OP and related processes.
• Define input and output metrics to measure the success of product programs, and use data-driven insights to optimize product performance and the user experience.
• Measurably improve customer experiences while reducing fraud and abuse on Upwork.

What it takes to catch our eye:

• At least 4 years prior experience as a product manager, with at least 1 year working as a senior manager within a Trust & Safety, Faud, or Risk Management team focused on developing identity solutions
• Experience managing vendor relationships from the vendor selection process through onboarding and ongoing vendor management.
• Experience working with online marketplace policy managers in developing in-product enforcement strategies and capabilities that change user behavior.
• Fluency in creating '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
• 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

The annual base salary for this position in California and Washington ranges from $[min] - $[max] . The range displayed reflects the minimum and maximum salary for this position in California and Washington, and individual base pay will depend on your 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.

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.

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