VP, Trust & Safety at Upwork (San Francisco, CA)

| San Francisco | Hybrid
Employer Provided Salary: $300,000-$406,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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Upwork ($UPWK) is the world's work marketplace. We serve everyone from one-person startups to over 30% of the Fortune 100 with a powerful, trust-driven platform that enables companies and talent to work together in new ways that unlock their potential.
Last year, more than $3.3 billion of work was done through Upwork by skilled professionals who are gaining more control by finding work they are passionate about and innovating their careers.
The Trust & Safety team consists of Product Management, Operations, Investigations and Policy teams that designs, builds and evangelizes product experiences that protect Upwork customers and inspire a safe, inclusive and high-integrity marketplace. The work of the team is foundational to Upwork's mission to create economic opportunities so people have better lives, and the innovations they produce continue to lead the industry.
As VP, Trust & Safety you'll shape the vision for how we protect and grow the work marketplace of the future. You'll solve a diverse set of problems, including seamless identity verification, detection, automation and education, working cross-functionally to develop unique and innovative ways to disincentivize bad customer behaviors and incentivize good ones. You'll lead a team of Product Managers and the Operations and Policy teams that support product development, financial risk and compliance, and marketplace integrity, and you'll influence other product leaders to make Trust and Safety central to our entire product design and development process. This role will report to the GM, Customer Experience and Trust.
Your Responsibilities:
  • With your team, you'll own the Trust & Safety product and operations roadmap, building experiences to detect and prevent fraudulent and malicious activity, and to educate Upwork customers about risks and risk mitigation on the platform. You will collaborate with key stakeholders to set long term objectives, critical metrics and closely track progress against the team's goals.
  • As part of Upwork's expansion into the enterprise space, you'll work closely with sales and marketing teams, and communicate directly with customers and prospects to understand and plan for security and compliance features that will help Upwork accelerate its enterprise expansion with both paid and core features and functionality.
  • You'll work closely across product leadership for international expansion initiatives to identify and address new trust and safety challenges.
  • You will evangelize the value of Upwork's Trust and Safety work to internal and external stakeholders, building up Trust and Safety as a brand and competitive differentiator, and furthering Upwork's leadership position.
  • You'll help build a culture of operational excellence and continuous improvement, measuring and improving operational efficiency and efficacy.
  • You'll collaborate with teams in Payments, Machine Learning, Customer Operations, Engineering, Enterprise and more to protect our business and our customers safe from fraud, scams and other malicious activities.

What it takes to catch our eye:
  • Extensive experience leading and growing Product Management teams, building vision and roadmap, setting and achieving aggressive goals, and working seamlessly with design, analytics, marketing and operations.
  • Empathy for customers and experience delivering features and updates that surprise and delight customers while still deterring malicious or low-quality actions.
  • Specific experience in Trust & Safety product management and/or operations - including, but not limited to, scams, fraud, payment risk, and/or money laundering.
  • Experience working on enterprise products and working closely with sales team leadership is a strong plus.
  • Strong communication abilities, and experience working with and presenting to executives both internally and externally.

The annual base salary for this position in California and Washington ranges from $300,000 - $406,000 . The range displayed reflects the minimum and maximum salary for this position in California and Washington, and individual base pay will depend on your skills, qualifications, experience, and location. Additionally, this position is eligible for the annual bonus plan or sales incentive plan and eligibility to participate in our long term equity incentive program.
Come change how the world works.
At Upwork, you'll shape talent solutions for how the world works today. We are a remote-first organization working together to create exciting remote work opportunities for a global community of professionals. While we have physical offices in San Francisco and Chicago, currently we also support hiring of corporate full-time employees in 15 states in the United States. Please speak with a member of our recruitment team to determine whether you are located in a state in which we are hiring corporate full-time employees.
Our vibrant culture is built on shared values and our mission to create economic opportunities so that people have better lives. We foster 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. And oh yeah, we've also got amazing benefits - including medical insurance for you and your family, unlimited PTO, 401(k) with matching, 12 weeks of paid parental leave, and a generous Employee Stock Purchase Plan. Check out our Life at Upwork page to learn more about our benefits and the employee experience.
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.
To learn more about how Upwork processes and protects your personal information as part of the application process, please review our Global Job Applicant Privacy Notice
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475 Brannan St., San Francisco, CA 94107

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