TIP: TSI Manager

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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.

This position is through Upwork’s Talent Innovation Program (TIP). Our TIP team is a global group of professionals that augment Upwork’s business. Our TIP team members are located all over the world.

 As Manager of the Trust & Safety Investigations team you will provide direction and mentoring to your team of globally-distributed Trust & Safety Investigative Specialists.

These specialists are responsible for detecting and investigating platform fraud, scam, fake identities, traffic spikes, and anomalous user trends. You should have the capability to lead several projects and tactical initiatives, manage critical relationships with key stakeholders, drive process improvements, and review risks assessments for potential security exposures.

The Trust & Safety manager will be responsible for managing a 24/7 globally-distributed team during pacific standard time office hours (9-5 PST). You will have two team leads that direct the  team during off-hours. Your primary tasks once you begin include improving SLA and operationalizing emergency escalations from our executive team, as well as leading an initiative in improving Trust & Safety user-facing communications. Long term goals include expanding the team to supplement bandwidth and developing new detection models for anomalous user activity. 

Must Haves (Required Skills):

- Extremely proficient in articulate upleveling of complex casework

- Strategic planning and the development of team policies and procedures

- Experience with technical Trust & Safety solutions, industry standards, and best practices

- Functional understanding of SQL and data analysis

- Effectively coordinating work on multiple and diversified tasks while working with conflicting priorities and deadline

- Ability to function with highly dynamic results-driven and high-pressure environment in order to achieve required objectives

- Strong attention to detail and problem solving skills

- Creative thinking and ability to "think outside the box"

- Able to work during PST business hours

Nice to Haves (Not Required): 

- Background in deploying technical identity and fraud solutions within a Trust & Safety team

- SQL experience

- Information security experience

Upwork is proudly committed to fostering a diverse and inclusive workforce. 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.  

Upwork is proudly committed to fostering a diverse and inclusive workforce. 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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