Director, Technical Product Management (Trust & Safety)

Care.com is a consumer tech company with heart. We’re on a mission to solve a human challenge we all face: finding great 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.

Care.com’s 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 partnering with our operations teams to understand the needs of our agents and customers across the various user journeys so that you can lead the strategic planning, improvement, and automation of solutions that provide our members with delightful experiences and our agents with best-in-class customer service tools.

Job Description

As a Director of Technical Product Management, you’ll have a specialized focus on trust and safety. In this role, you will lead all aspects of our core technology product teams, ensuring that our platform remains a secure and trustworthy place for families to find household caregivers and, for caregivers to find screened families as employers. As a leader on our Platform Product team you will drive the development and implementation of solutions that enhance background checks, continuous monitoring, payment fraud detection, and identity verification processes. The ideal candidate is data-driven, acts with a sense of curiosity and urgency, and has a background in engineering..

What You’ll be Working on:

• Mapping the customer journeys on both sides of the marketplace to identify the experiences that drive customers to seek support from our customer-facing teams
• Identifying and realizing opportunities for automating manual processes related to trust and safety operations, including background checks, continuous monitoring, payments fraud detection, and identity verification
• Partnering across operations, policy, engineering, business intelligence, marketing, legal, and other product teams to develop solutions that reflect user needs, business objectives, and technical feasibility
• Conducting market research and competitive analysis to stay up-to-date with industry trends and best practices in content moderation, background checks, and identity verification tools
• Defining product benchmarks and leading the development of dashboards that will provide telemetry into our impact on customer safety, experience, and retention
• Continuously prioritizing your roadmap and project deliverables in an environment that changes significantly in short periods of time
• Taking initiative to drive quality improvements across different teams, even when you are not directly responsible for their features
• Setting up processes that will ensure your ability to deliver end-to-end products on-time in an extremely fast-paced environment

Qualifications

• 10+ years of product management or equivalent experience.
• Demonstrated ability to lead cross-functional teams, solve complex problems, and produce high-quality results.
• Experience with techniques to develop the right minimum viable products, as well as optimizing existing products.
• Strong experience defining product vision & roadmaps, driving execution activities, measuring results.
• A data-driven approach, with the ability to make decisions based on internal and external data.
• Experience with vendor API integrations.
• Understanding of the challenges in delivering a safe and trustworthy product with minimal friction for good actors; preference for experience with content moderation, background checks, payments fraud detection, and identity verification.
• Demonstrated ability to lead cross-functional teams to solve complex problems and produce high-quality results across multi-platforms (Desktop, Mobile Web, iOS/Android Mobile Applications).
• Ability to work in a fast-paced, start-up environment.
• A strong communicator and team collaborator, with great written and verbal skills.
• Experience working for a tech company, preferably a consumer-oriented or marketplace service.
• Local to Dallas Texas or open to relocating is highlighy preferred

Additional Information

Due to business, legal, and payroll considerations, Care.com is unable to hire candidates who reside in the following states :  Alaska (AK), Arkansas (AR), California (CA), Delaware (DE), Hawaii (HI), Iowa (IA), Idaho (ID), Maine (ME), Minnesota (MN), Mississippi (MS), Montana (MT), North Dakota (ND), Nevada (NV), Oregon (OR), Rhode Island (RI), South Dakota (SD), Washington (WA), West Virginia (WV), Wyoming (WY), Vermont (VT).

Salary Range: $200,000 - $225,000 - The base salary range above represents the anticipated low and high end of the national salary range for this position. Actual salaries may vary and may be above or below the range based on various factors including but not limited to work location, experience, and performance. The range listed is just one component of Care.com’s total compensation package for employees. Other rewards may include annual bonuses and short- and long-term incentives. In addition, Care.com provides a variety of benefits to employees, including health insurance coverage, life, and disability insurance, a generous 401K employer matching program, paid holidays, and paid time off (PTO).

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