Job Application for Program Manager, Operations at Thumbtack

A home is the biggest investment most people make, and yet, it doesn’t come with a manual. That's why we’re building the only app homeowners need to effortlessly manage their homes — knowing what to do, when to do it, and who to hire. With Thumbtack, millions of people care for what matters most, and pros earn billions of dollars through our platform. And as one of the fastest-growing companies in a $600B+ industry — we must be doing something right.

We are driven by a common goal and the deep satisfaction that comes from knowing our work supports local economies, helps small businesses grow, and brings homeowners peace of mind. We’re seeking people who continually put our purpose first: advocating for pros and customers, embracing change, and choosing teamwork every day.

At Thumbtack, we're creating a new era of home care. If making an impact and the chance to do good inspires you, join us. Imagine what we’ll build together.

Thumbtack by the Numbers

Available nationwide in every U.S. county
Over 85 million projects started on Thumbtack
More than 11 million 5-star reviews and counting
Pros earn billions on our platform
1000+ employees
$3.2 billion valuation (June, 2021)

About the Trust & Safety Team

Trust and Safety’s Policy and Program Management team partners with all areas of Thumbtack to drive Trust and Safety improvements in our platform and programs. Our Program Managers create and update global policies, processes, and procedures - it’s our mission to improve the quality, efficiency, and scalability of Trust and Safety operations, while working in line with Thumbtack’s goals and values.

About the Role

As a Program Manager for Trust and Safety, you’ll be responsible for analyzing global policies and operational processes, identifying experience obstacles and process inefficiencies, building outlines and workflow maps, and project managing initiatives to completion. You’ll collaborate with internal leadership and cross-functional teams (Legal, Product, Engineering, Marketing, Support Operations, Enablement, etc.) on updates and solutions to improve the Thumbtack user experience and the Trust and Safety organization's global policies, operational processes, and documentation.

Your Responsibilities

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 Service, 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).

To Be Successful, You Must Bring

2+ years in program management, policy or process management, and can lead complex projects to successful outcomes (impacting approx. 10 to 50+ people).
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.

Bonus points if you have

Experience in Trust and Safety, risk mitigation, dispute resolution, incident management, content moderation
Lean/Six Sigma or other Project Management Professional Certification
Previously certified as a Data Privacy Officer

Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, the Ontario region of Canada or the Philippines.* Learn more about our virtual-first working model here. #LI-Remote

Benefits & Perks

Virtual-first working model coupled with in-person events
20 company-wide holidays including a week-long end-of-year company shutdown
Library (optional use collaboration & connection hub) in San Francisco
WiFi reimbursements
Cell phone reimbursements (North America)
Employee Assistance Program for mental health and well-being

Learn More About Us

Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law.

Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: recruitingops@thumbtack.com.

If you are a California resident, please review information regarding your rights under California privacy laws contained in Thumbtack’s Privacy policy available at https://www.thumbtack.com/privacy/ .

Apply for this Job

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As we are now 100% remote, we would like to know if you have the minimum system requirements for you to be able to do work at home. Go to this link to do the speed test. Please do a right click to open the link in a new tab. Run the test three times, and submit the third result.

This role is open only to candidates who are currently residing anywhere in the Philippines. Are you authorized to work in the said country? *

In 3-5 sentences, tell us about your biggest project impacting approximately 10 to 50+ people. (We’d love to hear if it’s related to Trust & Safety, Payments Risk, Fraud Detection, etc. but we are open to any experience you might have. Write N/A if no relevant experience.) *

Have you worked in Thumbtack Philippines before? If yes, please specify your role and the dates of your employment. *

Do you have any relatives or any person that you are in a familial relationship with who is currently employed or has an active application at Thumbtack? If yes, indicate the name of the employee/s or applicant/s (please indicate the job they applied to) and the nature of your relationship with them. *

“Familial relationship” within the context of this question means you and a current employee being in a relationship as a spouse, romantic partner, domestic partner, father, mother, sibling, child, uncle, aunt, nephew, niece, cousin, grandparent, or grandchild, or any of those relationships arising as a result of marriage (e.g. brother-in-law).

Note: Failure to disclose this information in this application form may affect your candidacy for this role, or can be a cause of corrective action as indicated in our discipline manual, once hired.

Tell us about a standard operating procedure (SOP) and/or policy document that you wrote and how many pages is it? *

Have you ever been certified as Data Privacy Officer? *

Willing to start in Q2 of 2025? *

By joining Thumbtack, would there be any conflict of interest with your current or last employer or employment agreement (this includes non-compete clause, dual corporate/freelance employment, similar business, etc.)? If yes, please elaborate below. *

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Thumbtack currently supports remote work in a number of locations across the United States, Ontario and the Philippines. Using the drop down list below, please select the location you intend to work from. If you are not currently located in or able to work from a location listed below, please select "Location not listed." *

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