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Sr Director, CX & Trust Product Management
Upwork
posted 2hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Define, own, and drive the multi-year Trust Safety and Customer Service product roadmap to enhance platform usability, safety, trust, and integrity.
- Recruit, mentor, and lead a high-performing team of Product Managers, cultivating a collaborative and growth-focused culture.
- Oversee the ideation, prioritization, and rollout of innovative trust and safety and customer support features, tools, and solutions to address risks such as fraud, abuse, and non-compliance.
- Leverage data insights and user research to deeply understand customer needs and pain points, translating these into impactful product solutions.
- Partner with Engineering, Data Science, Operations, Legal, and Design teams to deliver scalable and user-friendly customer service and trust and safety solutions.
- Advocate for trust and safety priorities across the organization, ensuring alignment with leadership and key stakeholders.
- Define and monitor KPIs, iterating on trust and safety and customer service initiatives to achieve measurable improvements in platform integrity and customer confidence.
- Stay informed on emerging trends, technologies, and regulatory developments in trust and safety, applying these insights to Upwork s strategy and policies.
- 10+ years of product management experience, with expertise in trust, safety, security, or integrity-focused product areas.
- 5+ years of experience leading and mentoring product teams in fast-paced, dynamic environments.
- A proven ability to define and execute strategic product roadmaps for complex, multi-stakeholder platforms.
- Strong analytical skills, with experience translating complex data into actionable insights and user-centric solutions.
- Deep understanding of marketplace dynamics, fraud prevention, and risk management.
- Exceptional communication and stakeholder management skills, with demonstrated experience presenting to executive leadership.
- A passion for building inclusive, secure user experiences that scale globally.
- Familiarity with trust and safety tools, systems, and methodologies, such as machine learning models, moderation systems, or compliance frameworks, is a plus.
Employment Type: Full Time, Permanent
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People are getting interviews at Upwork through
People are getting interviews through
(based on 12 Upwork interviews)
Job Portal
Company Website
Referral
50%
25%
8%
17% candidates got the interview through other sources.
High
Confidence
?
High Confidence means the data is based on a large number of responses received from the candidates.
What people at Upwork are saying
Product Manager salary at Upwork
reported by
1
employee
with 9
years exp.
₹13.5
L/yr - ₹17.2
L/yr
28%
less
than the average Product Manager Salary in India
View more details
What Upwork employees are saying about work life
based on 192 employees
Flexible timing
Monday to Friday
No travel
Night Shift
Upwork Benefits
Work From Home 
Soft Skill Training 
Job Training 
Education Assistance 
International Relocation 
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