Program Manager
Trust and Safety
Posted on 9/28/2023

1,001-5,000 employees

Modern home management platform
Company Overview
Thumbtack stands out as a technology leader in the home services industry, successfully digitizing a $600 billion+ market by connecting homeowners with a vast network of local service businesses. The company fosters a dynamic, inclusive culture that values integrity and authenticity, and is recognized for its commitment to employee well-being, earning accolades such as "Best Workplaces for Parents" and "Best Workplaces in Technology". With a flexible remote work policy and a leadership team that actively responds to feedback, Thumbtack empowers its employees to excel in their careers while making a tangible impact on the industry.
Consumer Software

Company Stage

Series I

Total Funding





Benicia, California

Growth & Insights

6 month growth


1 year growth


2 year growth

Remote in USA
Experience Level
Desired Skills
Sales & Account Management
  • 2+ years in program management, policy or process 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
  • 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 Support, 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)
Desired Qualifications
  • Experience in Trust and Safety, risk mitigation, or dispute resolution
  • Experience with Waterfall or Agile Methodology
  • Lean/Six Sigma or other Project Management Professional Certification