Director, Technical Product Management (Trust & Safety)

Care.com•Dallas, TX

11h•Remote

About The Position

Care.com is a consumer tech company with heart, on a mission to solve the challenge of finding great care for loved ones. The company's culture and products reflect this mission, with safety being a core value proposition. In this role, you will partner with operations teams to understand the needs of agents and customers, leading the strategic planning, improvement, and automation of solutions that provide delightful user experiences and best-in-class customer service tools for agents. As a Director of Technical Product Management, you will have a specialized focus on trust and safety, leading all aspects of core technology product teams to ensure the platform remains a secure and trustworthy place for families and caregivers. You will drive the development and implementation of solutions enhancing background checks, continuous monitoring, payment fraud detection, and identity verification processes. The ideal candidate is data-driven, curious, urgent, and has an engineering background.

Requirements

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.
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.

Nice To Haves

Preference for experience with content moderation, background checks, payments fraud detection, and identity verification.

Responsibilities

Mapping customer journeys on both sides of the marketplace to identify experiences that drive customers to seek support from 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 to provide telemetry into the impact on customer safety, experience, and retention.
Continuously prioritizing the 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 not directly responsible for their features.
Setting up processes to ensure the ability to deliver end-to-end products on-time in an extremely fast-paced environment.