Thumbtack

4 months ago

Manager II, Trust & Safety - Incident Operations

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Lead and scale the Incidents Team in the Philippines within Thumbtack’s Trust & Safety organization. Manage and coach 10–15 Incident Ops Specialists, own high-risk escalation cases (payment disputes, fraud, safety threats, and property damage), and ensure consistent policy enforcement through US partnership and regular calibration. Drive operational excellence by owning KPIs (SLA, QA, HT, CSAT), identifying trends and process gaps, and strengthening investigative judgment to protect users and the marketplace.

Location: Philippines

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Lead and develop a high-performing team by managing and coaching 10–15 Incident Ops Specialists, including hiring, onboarding, performance management, and career development.
•Serve as the primary escalation point for high-risk and sensitive cases (payment disputes and safety-related incidents) and ensure timely, fair, policy-aligned resolutions.
•Partner with US-based leaders to drive global operational consistency via calibration and shared standards.
•Own performance and risk metrics (SLA, QA, HT, CSAT) with accountability for reducing preventable incidents and managing risk exposure in the PH scope.
•Surface trends and improve processes by identifying emerging patterns and operational gaps and recommending workflow/policy enhancements with cross-functional partners.

Key Requirements

•5–8+ years of leadership experience in dispute resolution, incident management, or case management (preferably marketplace, payments, FinTech, or two-sided platforms).
•Experience operating in policy-driven, regulated environments, interpreting policy, managing gray-area decisions, and mitigating operational/reputational risk at scale.
•Strong emotional intelligence and ability to build trust and navigate regional sensitivities across peer managers.
•Experience managing queues and using data to identify trends and present solutions benefiting a global team.
•Ability to make sound, objective decisions under pressure and teach the same to your team.

Experience:FinTechPaymentsMarketplaceTwo-sided platform

Skills:LeadershipMediationEmotional intelligenceData-driven decision-makingDecision-making under pressure

Company Brief

Thumbtack

Provides an online marketplace connecting local service professionals (home improvement, events, lessons, and more) with customers seeking quotes, reviews, and booking tools to hire vetted contractors and providers.

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: San Francisco, United States

Founded: 2008

Website LinkedIn

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Thumbtack

4 months ago

Manager II, Trust & Safety - Incident Operations

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Location: Philippines

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Lead and develop a high-performing team by managing and coaching 10–15 Incident Ops Specialists, including hiring, onboarding, performance management, and career development.
•Serve as the primary escalation point for high-risk and sensitive cases (payment disputes and safety-related incidents) and ensure timely, fair, policy-aligned resolutions.
•Partner with US-based leaders to drive global operational consistency via calibration and shared standards.
•Own performance and risk metrics (SLA, QA, HT, CSAT) with accountability for reducing preventable incidents and managing risk exposure in the PH scope.
•Surface trends and improve processes by identifying emerging patterns and operational gaps and recommending workflow/policy enhancements with cross-functional partners.

Key Requirements

•5–8+ years of leadership experience in dispute resolution, incident management, or case management (preferably marketplace, payments, FinTech, or two-sided platforms).
•Experience operating in policy-driven, regulated environments, interpreting policy, managing gray-area decisions, and mitigating operational/reputational risk at scale.
•Strong emotional intelligence and ability to build trust and navigate regional sensitivities across peer managers.
•Experience managing queues and using data to identify trends and present solutions benefiting a global team.
•Ability to make sound, objective decisions under pressure and teach the same to your team.

Experience:FinTechPaymentsMarketplaceTwo-sided platform

Skills:LeadershipMediationEmotional intelligenceData-driven decision-makingDecision-making under pressure

Company Brief

Thumbtack

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: San Francisco, United States

Founded: 2008

Website LinkedIn