Director of Payments Risk at Upwork

| San Francisco
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Upwork ($UPWK) is the leading tech solution for companies looking to hire the best talent, maintain flexibility, and get more done. We’re passionate about our mission to create economic opportunities so people have better lives. Every year, more than $2 billion of work is done through Upwork by skilled professionals who want the freedom of working anytime, anywhere. Top companies connecting with extraordinary talent around the globe? Upwork is how.

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 our Payments Risk P&L, and Marketplace and Account Abuse teams. This leader will be responsible for managing operations loss caused by fraud, account takeovers, and non-payment. This role will also manage our Marketplace and Abuse Team to prevent spam/scam, phishing/malware, and account security attacks on our customers. Cross-functional partners include other Trust and Safety teams, Analytics, Operations, Product, Engineering, Data Science, Marketing, and Customer Support.

Your Responsibilities:
  • Strategy Development: Evaluate, identify, and execute on policies and processes that improve our ability to manage payments risk
  • Risk Management: Identify and stop fraudulent payments, handle credit and underwriting risk
  • Spam and Account Abuse prevention: Identify and stop all forms of marketplace and account abuse
  • Operational Excellence: Identify root causes, and create accurate and efficient processes to catch fraud while minimizing false positives
  • Cross-Functional Team Empowerment: Inspire, motivate, and lead a cross-functional team to prevent fraud on the site
  • Leading and growing a high performance operations team to scale programs that improve good experiences and decrease bad experiences
What it takes to catch our eye:
  • At least 10 years of work experience in analytics, data science, risk, credit, trust, fraud, and/or policy roles
  • At least five years of people management experience growing the careers of your team members
  • Clearly and effectively communicating using your attention to detail and extraordinary analytical skills
  • Passion for Upwork and a strong motivation to solve challenging risk problems to protect our customers and our company’s revenue
  • Ability to handle multiple projects at the same time
How to really knock our socks off:
  • You lead as well as you support teams
  • You are open to creative & out of the box approaches to problem solving
  • You have a strong willingness and self-discipline to contribute to and with a small team
  • You have experience in handling large scale structured/unstructured data
  • You are familiar with operational excellence processes (ex. Six Sigma, etc.)
  • You are curious and have a passion to find and solve the root cause of problems
  • Ability to lead priorities across multiple, simultaneous projects
  • Strong empathy for consumers who depend on our product
  • Strong PowerPoint and Excel (or equivalent) skills

Come change how the world works.

 At Upwork, you’ll shape talent solutions for how the world works today. Whether you are working from our offices in San Francisco, Santa Clara, and Chicago or are part of our globally distributed team, we are all in this together creating exciting remote work opportunities for a world of professionals. Our vibrant culture is built on a common mission and shared values. As we create economic opportunities so that people have better lives, our employees inspire a boundless future of work, build amazing teams, put our community first and have a bias towards action. We encourage team Upwork to bring their whole selves to work through learning and development opportunities, mentorship, and employee resource groups. All that and amazing benefits too? We’ve got you covered including the favorite Work online Wednesdays. Check out our Life at Upwork page to learn more about the employee experience.

 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.

 
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Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • AngularJSFrameworks
    • VueJSFrameworks
    • Nuxt.js Frameworks
    • PostgreSQLDatabases
    • GreenplumDatabases
    • redshiftDatabases
    • SalesforceCRM
    • Oracle ResponsysEmail
    • MarketoLead Gen

Location

Our San Francisco office is located in SOMA. We are close to public transportation, restaurants, and Oracle Park.

An Insider's view of Upwork

What are some social events your company does?

I love how excited Upwork gets for the holidays. In December, we set up a Giving Tree for low-income households. On Thanksgiving, the leadership team serves employees lunch from the buffet table. My favorite event of the year, though, is Halloween. From in-office haunted houses to costume contests (dogs welcome!), it’s always a spooktacular time!

Elisabeth

Communications Manager

What's the biggest problem your team is solving?

My teams and I are challenged with the tasks of building our native applications across Mac, Windows, Linux, iOS, and Android. Integrating delightful user experiences into the apps requires heavy collaboration across the company and in the end, it’s rewarding to know that we are further enabling others to work from anywhere in the world.

Mike

Engineering Manager

How does the company support your career growth?

I've joined a companywide Leadership Program that includes weekly check-ins with a leadership/executive coach. If you express the interest and show that you have the drive, work ethic, and dedication; Upwork will support your growth. They really do put their money where their mouth is.

Akilah

Operations Manager, Talent Acquisition

How do you empower your team to be more creative?

My team works on the matching systems that connect talent with jobs. One fun thing we do is come up with names for all the different kinds of work that are done on Upwork. Are you a designer or an illustrator? Is that a framework or a library? We write the catalog of what’s possible on Upwork and it’s always growing.

Zack

VP, Engineering

How has your career grown since starting at the company?

I started out working on mostly tactical features to address minor, well-understood issues to improve the user experience. Over time I’ve had the opportunity to drive solutions for increasingly more complicated and ambiguous problems, learning a lot about how to better lead and work more effectively with cross-functional teams along the way.

Cary

Lead Product Manager, Match

What are Upwork Perks + Benefits

Upwork Benefits Overview

Upwork proudly offers a comprehensive set of benefits to ensure employees are able to bring their whole selves to work. To allow for that, we aim to deliver world-class offerings and perks that cover your medical, dental, vision, emotional and family well-being. If you are an active, regular, full-time employee working a minimum of 20 hours per week you are eligible for all lines of coverage.

Culture
Volunteer in local community
In addition to company organized opportunities, we offer paid time off for volunteering at your favorite local organizations.
Partners with Nonprofits
The Upwork Foundation is Upwork's social impact arm–our goal is to make sure the future of work is inclusive, especially for communities at risk of being left behind by changing technology.
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Upwork employees can contribute up to $2,750 annually to their healthcare FSA and up to $5,000 annually for Dependent Care FSA for single or married filing jointly.
Disability Insurance
Disability insurance covers 66.7% of annual salary up to $10,000 monthly maximum payout.
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Acme Co. provides Backup child care assistance.
Generous Parental Leave
We provide 12 weeks of parental leave for all parents.
Remote Work Program
Our remote work program includes work from home on Wednesdays.
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
We provide free breakfast and lunch every day of the week.
Game Room
Stocked Kitchen
Happy Hours
Pet Friendly
Acme Co.'s pet policy is dog friendly daily.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like Onsite training courses, The ability to attend job related conferences and seminars.
Diversity Program
Lunch and learns
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
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