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Senior Manager Marketplace Outcomes

Senior Manager Marketplace Outcomes

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.

 

Your Responsibilities:

  • 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

 

What it takes to catch our eye:

  • At least four years of work experience in a marketplace, risk, trust, operations, business, or policy role

  • Strong attention to detail and analytical skills

 

How to really knock our socks off:

  • 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

   


Come change how the world works.
 
At Upwork you’ll help shape the future of work. From our offices in San Francisco, Santa Clara and Chicago, together we’re creating exciting new opportunities for a world of professionals. You’ll be part of a vibrant culture built on shared values: Inspire a boundless future of work, Put our community first, Have a bias towards action, and Build amazing teams. Along the way you’ll have fun and enjoy the perks of a people-first company: Work from Home Wednesday's, daily breakfast and lunch, regular in-office happy hours, top-notch benefits … and more. Check out Upwork’s spotlight on The Muse for a glimpse of our daily work/life balance.
 
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.
 
 #LI-MO1
 

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