Senior, Manager, Operations, Trust & Safety

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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 & Safety team seeks to make Upwork the most trustworthy and the safest provider of talent solutions in the world. The Senior Manager of Operations will enable operational excellence across 10 T&S operations teams with 200+ agents around the world reporting up to four other Senior Managers. You’ll work closely with Analytics to build robust reporting structures, with Product to inform the development of agent tools and infrastructure, and with Human Resources to ensure clear support for our diverse agent team.

Your Responsibilities:

  • Drive process improvement across operations to ensure efficiency and efficacy
  • Implement common workforce management systems across Trust & Safety to support our agents
  • Create knowledge management systems and work with Trust & Safety managers to populate them
  • Ensure clear and robust success metrics across all teams to inform incentive programs
  • Establish return on investment frameworks that enable us to efficiently focus our resources
  • Clearly synthesize and articulate agent and tooling needs to Product Management 
  • Ensure all processes and policies facilitate logical and respectful customer experiences

What it takes to catch our eye:

  • Mid to senior-level experience in other Operations roles
  • Knowledge of key operational metrics alongside a proven track record to deliver results
  • Training in Six Sigma or similar approaches and excellent project management skills

How to really knock our socks off:

  • Experience driving process improvement across large remote teams
  • Proven track record in influence cross-functional partners with low ego
  • Self-starter that can identify opportunities and craft solutions with minimal direction
  • Ability to distill complex ideas and communicate effectively across all levels
  • Experience in Trust & Safety or Customer Experience at a marketplace company

 #LI-BH1

Come change how the world works.

At Upwork, you’ll shape talent solutions for how the world works today. We’re a remote-first organization supported by offices in Santa Clara and Chicago, working together to create exciting remote work opportunities for a global community of professionals. 

Our vibrant culture is built on shared values and our mission to create economic opportunities so that people have better lives. We build amazing teams, put our community first, and have a bias toward action. We encourage everyone to bring their whole selves to work and grow together through development opportunities, mentorship, and employee resource groups. Oh yeah, we’ve also got amazing benefits.

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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Location

475 Brannan St., San Francisco, CA 94107

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