Program Manager - Trust and Safety

Thumbtack helps millions of people confidently care for their homes.

Thumbtack is the one app you need to take care of and improve your home — from personalized guidance to AI tools and a best-in-class hiring experience. Every day in every county of the U.S., people turn to Thumbtack to complete urgent repairs, seasonal maintenance and bigger improvements. We help homeowners know which projects to do, when to do them and who to hire from our growing community of 300,000 local service businesses. If making an impact inspires you, join us. Imagine what we’ll build together.

About the Policy and Program Management Team

Trust and Safety’s Policy and Program Management team partners with all areas of Thumbtack to drive Trust and Safety improvements in our platform and programs. Our Program Managers create and update global policies, processes, and procedures - 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 a Trust and Safety Program Manager, you’re responsible for optimizing policies and processes to enhance the user experience and our internal operations. You’ll be a documentation master, creating and maintaining proposals, project charters, workflows, and comprehensive policies and procedures. With an investigative mindset, action-orientation, and a familiarity with AI and change management, you’ll collaborate with our team and XFN partners to complete impactful initiatives.

What you’ll do

• Drive initiatives that promote user safety on Thumbtack, leveraging AI, data, and process improvements to enhance Trust and Safety programs.

• Plan, prioritize, and execute projects with clear strategies, risk mitigation, adaptability to unforeseen challenges, and accountability across stakeholders.

• Develop and optimize policies, workflows, and comprehensive documentation (e.g., in-depth SOPs, project charters, frameworks, and roadmaps) to ensure effective and scalable Trust and Safety operations.

• Manage and update core programs such as the Thumbtack Guarantee, Dispute Mediation, Social Media Response, Content Moderation, and Data Privacy.

• Partner cross-functionally with Legal, Product, Engineering, Operations, Business Applications, and other teams to align on goals and enforcement strategies.

• Act as a subject matter expert, identifying issues, uncovering root causes, and delivering solutions with minimal guidance.

• Communicate with stakeholders at all levels through clear, detailed, organized, and persuasive verbal and written updates, ensuring alignment and follow-through.

In order to be successful, you must bring

• 2+ years of experience in program, policy, or process management, leading complex, cross-functional projects.

• Strong problem-solving and analytic decision-making skills, and the ability to drive solutions independently.

• Expertise in drafting clear and organized proposals, policies, workflows, and documentation.

• Effective communication skills with a proven ability to engage diverse stakeholders.

• Quick learner who adapts to shifting priorities and builds subject matter expertise.

• Excellent collaboration, facilitation, and interpersonal skills; approaches challenges with creativity and empathy.

• Familiarity with AI- or automation-enhanced environments, Trust and Safety operations, or certifications such as Lean/Six Sigma or PMP is preferred.

Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law.

Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: [email protected].

If you are a California resident, please review information regarding your rights under California privacy laws contained in Thumbtack’s Privacy policy available at https://www.thumbtack.com/privacy/.

We put as much craftsmanship into candidate safety as we do into the hiring experience itself. While scammers may try to impersonate our team, we’ll never ask you for money, banking info, or SSNs during hiring. Check out our blueprint on how to spot the fakes.