Headquarters: San Francisco, California, United States
URL: https://upwork.com
As the Senior Director of Customer Experience & Trust (CX&T) Product Management, you will play a critical role in safeguarding Upwork’s platform and fostering a safe, inclusive, and trustworthy environment for our users. Leading a talented team of Product Managers, you will design and execute strategic initiatives that protect our marketplace from fraud and abuse while enabling positive, secure interactions for a global community of professionals. Join us in shaping the future of trust and safety and customer service, ensuring our platform remains a thriving space for innovation and collaboration.
Responsibilities
- Define, own, and drive the multi-year Trust & Safety and Customer Service product roadmap to enhance platform usability, safety, trust, and integrity.
- Recruit, mentor, and lead a high-performing team of Product Managers, cultivating a collaborative and growth-focused culture.
- Oversee the ideation, prioritization, and rollout of innovative trust and safety and customer support features, tools, and solutions to address risks such as fraud, abuse, and non-compliance.
- Leverage data insights and user research to deeply understand customer needs and pain points, translating these into impactful product solutions.
- Partner with Engineering, Data Science, Operations, Legal, and Design teams to deliver scalable and user-friendly customer service and trust and safety solutions.
- Advocate for trust and safety priorities across the organization, ensuring alignment with leadership and key stakeholders.
- Define and monitor KPIs, iterating on trust and safety and customer service initiatives to achieve measurable improvements in platform integrity and customer confidence.
- Stay informed on emerging trends, technologies, and regulatory developments in trust and safety, applying these insights to Upwork’s strategy and policies.
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