San Francisco | California | United States
Upwork ($UPWK) is the world's largest freelancing website. Each year $1.7 billion of work happens through Upwork, allowing businesses to get more done and helping professionals break free of traditional time and place boundaries and work anytime, anywhere on projects they love. At Upwork, you'll help build on this momentum. Together, we'll create economic and social value on a global scale, providing a trusted online workplace for businesses to connect with extraordinary talent and work without limits.
The Trust and Safety team is charged with making Upwork the most trusted marketplace to get work done. We are looking for a high performing professional to manage and improve Marketplace outcomes. As a Senior Manager of Marketplace Outcomes, you will provide strategic direction to identify, evaluate, and improve job outcomes in the marketplace. You will be responsible for creating policies and programs to identify opportunities and bring client and freelancer job satisfaction to unprecedented levels. This role requires you to work cross functionally with other Trust and Safety teams, Analytics, Product, Engineering, Data Science, Marketing, and Customer Support to pursue a range of solutions to create a safe and trusted marketplace.
Strategy Development: Evaluate, identify, and execute on policies and processes that improve our ability to identify marketplace outcome opportunities
Cross-Functional Team Empowerment: Inspire, motivate, and lead a cross-functional team to manage fraud on the site
Building customer solutions: Partner with Product to build tools and reports to improve the detection and prevention of marketplace and account abuse
Managing and growing a high performance Trust operations team to scale programs that improve good experiences and decrease bad experiences
At least four years of work experience in a marketplace, risk, trust, operations, business, or policy role
Strong attention to detail and analytical skills
Open to creative & out of the box approaches to problem solving
Clear and effective communication
Ability to lead priorities across multiple, simultaneous projects
A strong empathy for consumers who depend on our product
Strong willingness and self-discipline to contribute to a small team
Strong PowerPoint and Excel (or equivalent) skills