Responsible for influencing and executing the company's Trust and Safety strategy while fostering a culture of collaboration, diversity, and accountability.● Influence and execute Thumbtack's Trust and Safety strategy to ensure a safe and reliable marketplace.● Develop and communicate a clear vision and purpose for the Trust and Safety Proactive Operations team.● Demonstrate expertise in Trust and Safety, both internally and externally, representing Thumbtack at various forums.● Foster a psychologically safe team environment, promoting diversity and inclusion while achieving high-impact goals.● Collaborate cross-functionally to make selfless trade-offs for the benefit of Thumbtack's mission.● Uphold Thumbtack's values, act as a net promoter of these values, and actively participate in hiring leaders for the team.● Proactively collaborate with other teams and maintain a structured hiring process to achieve hiring targets.

Responsible for building and managing the TPH MTS (Team Philippines Marketplace Trust & Safety) in-office team from the ground up.Key responsibilities include the following:● Design and implement operational processes to cope with product changes and/or address gaps in our current trust & safety infrastructure● Work with cross-functional teams (such as product, engineering and analytics, data science, and legal) teams in the US to assess business needs and make process improvements in the PH operations, communicate best practices, set goals and surface problem areas. Foster internal communication within the department and across teams in the Philippines● Scale key team and department processes, including procedures, training, and tools.● Lead the transfer of processes from the in-office employee teams to BPO vendors as needed and determined by process maturity and scaleThumbtack is an online service that matches customers with local professionals. No more cold calling. No mystery pricing. No asking neighbors if they “know a guy.” Thumbtack is a completely free app that does the work for you. Currently, Thumbtack lists 1,100 types of services in categories such as home, wellness, events, and lessons.

Responsible for managing lines of business in an ecommerce campaign with four to eight Operations Manager, each with at least five team leaders and an average agent headcount of 90. Responsible for strategic planning and overseeing execution to drive performance and employee satisfaction. Manages financial levers to meet monthly forecast. Manages client satisfaction through partnership and delivery to expectations. Reports monthly results against commitment to site director and client partners.

Handles a team of Intraday Coordinators who is responsible for managing the intraday performance of multiple lines of business by utilizing monitoring systems to ensure appropriate staffing levels and agent availability to meet client expectations and Convergys scheduling standards.

Responsible for managing lines of business in an ecommerce campaign with four to eight Operations Manager, each with at least five team leaders and an average agent headcount of 90. Responsible for strategic planning and overseeing execution to drive performance and employee satisfaction. Manages financial levers to meet monthly forecast. Manages client satisfaction through partnership and delivery to expectations. Reports monthly results against commitment to site director and client partners.

Responsible for coaching and supervising a group of Team Leaders. Responsible for ensuring Client Service Level Agreement and financial expectations are achieved. Participates in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, Talent Acquisition - and partner to define action plans that resolve issues and drive continuous improvement.

Responsible for coaching and supervising a group of Team Leaders. Responsible for ensuring Client Service Level Agreement and financial expectations are achieved. Participates in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, Talent Acquisition - and partner to define action plans that resolve issues and drive continuous improvement.

Responsible for supporting, coaching, developing and supervising a group of employees in an Operations environment by effectively using various tools, running reports, demonstrating leadership through acknowledging the fair and consistent application of policies while exhibiting proficient coaching and supervisory skills.