Trust & Safety Product Manager

We are a consumer tech company with heart. We’re on a mission to solve a human challenge we all face: finding phenomenal care for the ones we love. We’re moms and dads and pet parents. We have parents and grandparents, so we understand that everyone, at some point in their lives, could use a helping hand. Our culture and our products reflect that. Here, entrepreneurs, self-starters, phenomenal teammates, and big problem solvers unite behind a common cause. Here, we’re applying data analytics, AI and the latest technologies to tackle universal problems and connect people in new ways. If you enjoy solving big problems and building new things, and if you’re all about using your talent for good, this is the place for you.

What Your Days Will Be Like

Value proposition leads with safety. There are plenty of options for finding household employees, but people come to our platform to find employees they trust. In this role, you will make that value proposition a reality by owning the strategy, planning, delivery, and continuous improvement of our platform’s fraud solutions. You will leverage competencies in fraud, online marketplaces and payments to understand how fraud impacts our users, where fraudsters might leverage our platform and what strategies we can deliver to ensure an experience that drives customer retention and relationship deepening.

The ideal candidate loves a challenge and can slice through complexity to develop data-backed recommendations. They should be hyper-organized, think in terms of processes and have a passion for the technical side of things. They should be able to take in qualitative customer feedback and turn it into the quantitative facts that will inform sound strategy. They should enjoy collaborating, facilitating cross-functional alignment and driving a sense or urgency across stakeholder teams.

What You’ll Be Working On

• Identifying and measuring current fraud and safety risk exposure and explaining how that exposure affects our various user groups
• Prioritizing solutions based on user needs, business objectives and technical feasibility
• Partnering across policy, legal, operations, engineering, business intelligence, design and other product teams to drive solutions that serve our customers and mitigate brand risk
• Keeping up-to-date on machine learning and AI solutions and vendors that are compatible with our goals and infrastructure
• Taking initiative to drive quality improvements across different teams, even when you are not directly responsible for their features
• Being an SME on market trends, public perception and external regulatory environments so that we can deliver industry leading solutions
• Partnering daily with Safety Operations to understand emerging fraud patterns, case trends, and reviewer pain points, and turning those frontline insights into product requirements
• Serving as the bridge between Safety Operations and the core product team, making sure what ops sees on the ground shapes the roadmap and that product changes are operationally ready before launch
• Embedding fraud and safety considerations into core product roadmaps, design reviews, and launches, working closely with core product teams so safety is built in rather than bolted on
• Building feedback loops with Safety Operations and core product to measure whether solutions are reducing risk, lowering manual review burden, and protecting the member experience, then iterating quickly
• Setting up processes that will ensure your ability to deliver end-to-end products on-time in an extremely fast environment
• Ensuring the availability and integrity of product data and facilitating post-analysis learning
• Creating detailed and clear product & testing requirements.
• Showing up with humility and a willingness to learn. This is a fast moving industry and the work you’ll do will change significantly over short periods of time. You should have the flexibility and mentality to not only cope with changes, but to thrive on them.

What You’ll Need to Succeed

• A quantitative and data-driven orientation
• 5+ years in product management
• 2 years in a Trust & Safety focused role
• Experience working in a fast-paced, agile environment, preferably a consumer-focused or marketplace service
• Experience developing product and user interface requirements
• Experience with machine learning tools
• Experience implementing AI solutions to improve operational efficiencies while reducing safety risk
• Experience partnering with an operations or support function as a product counterpart without being part of that organization
• Ability to influence core product teams and drive alignment on safety priorities without direct authority
• Ability to think strategically and implement methodically
• Strong team-orientation
• Ability to originate creative ideas that are backed by data
• Ability to articulate complex concepts in simple terms using speech, powerpoint and data
• High organizational skills
• Linear, process-oriented thought processes
• Ability to balance multiple projects simultaneously
• Experience with both front-end and back-end work, working with a full stack development team to build features.