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Because the Senior Director of Buyer Expertise & Belief (CX&T) Product Administration, you’ll play a essential function in safeguarding Upwork’s platform and fostering a secure, inclusive, and reliable surroundings for our customers. Main a proficient group of Product Managers, you’ll design and execute strategic initiatives that defend our market from fraud and abuse whereas enabling constructive, safe interactions for a worldwide neighborhood of execs. Be part of us in shaping the way forward for belief and security and customer support, making certain our platform stays a thriving area for innovation and collaboration.
Tasks
- Outline, personal, and drive the multi-year Belief & Security and Buyer Service product roadmap to reinforce platform usability, security, belief, and integrity.
- Recruit, mentor, and lead a high-performing group of Product Managers, cultivating a collaborative and growth-focused tradition.
- Oversee the ideation, prioritization, and rollout of modern belief and security and buyer assist options, instruments, and options to handle dangers equivalent to fraud, abuse, and non-compliance.
- Leverage information insights and person analysis to deeply perceive buyer wants and ache factors, translating these into impactful product options.
- Associate with Engineering, Information Science, Operations, Authorized, and Design groups to ship scalable and user-friendly customer support and belief and security options.
- Advocate for belief and security priorities throughout the group, making certain alignment with management and key stakeholders.
- Outline and monitor KPIs, iterating on belief and security and customer support initiatives to realize measurable enhancements in platform integrity and buyer confidence.
- Keep knowledgeable on rising traits, applied sciences, and regulatory developments in belief and security, making use of these insights to Upwork’s technique and insurance policies.
What it takes to catch our eye
- 10+ years of product administration expertise, with experience in belief, security, safety, or integrity-focused product areas.
- 5+ years of expertise main and mentoring product groups in fast-paced, dynamic environments.
- A confirmed means to outline and execute strategic product roadmaps for complicated, multi-stakeholder platforms.
- Sturdy analytical expertise, with expertise translating complicated information into actionable insights and user-centric options.
- Deep understanding of market dynamics, fraud prevention, and threat administration.
- Distinctive communication and stakeholder administration expertise, with demonstrated expertise presenting to govt management.
- A ardour for constructing inclusive, safe person experiences that scale globally.
- Familiarity with belief and security instruments, techniques, and methodologies, equivalent to machine studying fashions, moderation techniques, or compliance frameworks, is a plus.
Come change how the world works.
At Upwork, you’ll form expertise options for a way the world works as we speak. We’re a remote-first group working collectively to create thrilling distant work alternatives for a worldwide neighborhood of execs. Whereas we’ve got bodily places of work in San Francisco and Chicago, at present we additionally rent full-time workers in 19 states in the US.
On the core of our vibrant tradition are shared values that kind the muse of our group. These values revolve round belief, risk-taking, buyer focus, and excellence. Our overarching mission is to create financial alternatives so that folks have higher lives. We foster an surroundings the place people are inspired to carry their genuine selves to work, nurturing private {and professional} progress via improvement alternatives, mentorship applications, and participation in Upwork Belonging Communities.
We take pleasure in offering distinctive advantages to our workers. These embrace complete medical insurance coverage protection for each you and your loved ones, limitless paid break day, a 401(okay) plan with matching contributions, 12 weeks of paid parental go away, and an Worker Inventory Buy Plan. To discover these advantages intimately, in addition to acquire insights into our firm values, working ideas, and the general worker expertise, we invite you to go to our Life at Upwork web page.
Try our Careers web page to study extra in regards to the worker expertise.
Upwork is proudly dedicated to recruiting and retaining a various and inclusive workforce. As an Equal Alternative Employer, we by no means discriminate based mostly on race, faith, shade, nationwide origin, gender (together with being pregnant, childbirth, or associated medical situation), sexual orientation, gender id, gender expression, age, standing as a protected veteran, standing as a person with a incapacity, or different relevant legally protected traits.
Moreover, a legal background test could also be run on a candidate after a conditional provide of employment is made. Certified candidates with arrest or conviction information can be thought of in accordance with relevant legislation, together with the California Truthful Probability Act and native Truthful Probability ordinances.
The annual base wage vary for this place is displayed beneath. The vary displayed displays the minimal and most wage for this place, and particular person base pay will rely in your expertise, {qualifications}, expertise, and site. Moreover, this place is eligible for the annual bonus plan or gross sales incentive plan and eligibility to take part in our long run fairness incentive program.
Annual Base Compensation
$216,500 – $300,000 USD