Sr Director, CX & Trust Product Management

At Upwork, our mission is to create economic opportunities so people have better lives. We are the world’s work marketplace, where businesses of all sizes find skilled talent for their projects. Our success is built on fostering a safe, inclusive, and trustworthy environment for all users.

As the Senior Director of Trust and Safety Product Management, you will lead a team of high-performing product managers to develop and execute a comprehensive strategy for protecting Upwork customers and enhancing the safety, integrity, and inclusivity of our marketplace. You will oversee the design, development, and implementation of innovative product experiences that deter abuse, prevent fraud, and ensure compliance, enabling our platform to thrive as a trusted space for global collaboration.

Key Responsibilities

• Define, own, and execute the Trust & Safety product roadmap, a multi-year product strategy to enhance trust, safety, and integrity across the Upwork platform.

• Recruit, mentor, and manage a high-performing team of Product Managers, fostering a collaborative and growth-oriented environment.

• Oversee the ideation, prioritization, and launch of trust and safety products, tools, and features that proactively 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 cross-functional teams including Engineering, Data Science, Operations, Legal, and Design to deliver scalable, effective, and user-friendly trust and safety solutions.

• Act as a primary advocate for trust and safety initiatives, aligning with leadership and key stakeholders to drive organizational commitment.

• Define KPIs and monitor the performance of trust and safety products, continuously iterating to achieve measurable improvements in customer confidence and platform integrity. Collaborate with key stakeholders to set long term objectives, critical metrics and closely track progress against the team's goals.

• Stay ahead of emerging trends, technologies, and regulatory developments in trust and safety, applying insights to evolve Upwork’s products and policies.

Qualifications

• 10+ years of product management experience, with a strong track record in trust, safety, security, or integrity-focused product areas.

• 5+ years of leadership experience managing product teams.

• Proven ability to define and execute strategic roadmaps in complex, fast-paced environments.

• Deep understanding of online marketplace dynamics, fraud prevention, and risk management.

• Strong analytical skills with the ability to translate complex data into actionable insights and product decisions.

• Exceptional communication and stakeholder management skills, with experience presenting to executive leadership.

• Passion for building inclusive, user-centric experiences that enhance safety and trust at scale.

• Experience with tools, systems, and methodologies used in the trust and safety domain, such as machine learning models, moderation systems, or compliance frameworks, is a plus.