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Operations and Policy Analyst, Trust and Safety

3 months ago

Toronto, Ontario, Canada Thumbtack Full time
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 all 3,143 U.S. counties
  • 75 million projects started on Thumbtack
  • 4 million customers in the last 12 months
  • Pros earn billions on our platform
  • More than 9 million 5star reviews for our stellar pros
employees and $3.2 billion valuation (June, 2021)

About the Risk Analytics and Policy Team


Trust and Safety's Risk Analytics and Policy department partners with all areas of Thumbtack to drive Trust and Safety improvements in our platform and programs.


The department splits into two groups:
risk analysts and ops analysts.

Ops analysts create and update global processes and policies - 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 an Operations and Policy Analyst for Trust and Safety, you'll be responsible for analyzing 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 operational processes, global policies, and documentation.


Responsibilities

  • Promote safety for users on Thumbtack by completing quarterly projects to improve the quality, efficiency, and scalability of Trust and Safety 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 mínimal guidance.
  • Followthrough 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, Terms of Service enforcement, 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.
  • 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).

What you'll need

  • If you don't think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team._
  • 2+ years in project management or process improvement, leading complex projects to successful outcomes (impacting approx. 10 to 100+ people).
  • Track record of analytical decisionmaking and problemsolving skills, which includes executing/driving solutions forward yourself.
  • Has written clear, detailed, organized proposals, 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, or dispute