Director, Technical Product Management (Trust & Safety)

About the role

Care.com is a consumer tech company with a mission to solve the challenge of finding great care for loved ones. The company’s culture and products emphasize safety and trust. In this role, you will partner with operations teams to understand agent and customer needs across user journeys, leading strategic planning, improvement, and automation of solutions that deliver delightful member experiences and best‑in‑class customer‑service tools for agents.

As a Director of Technical Product Management focused on trust and safety, you will lead core technology product teams to keep the platform secure and trustworthy for families finding caregivers and caregivers finding screened families. You will drive development and implementation of solutions that enhance background checks, continuous monitoring, payment fraud detection, and identity verification processes.

Due to business, legal, and payroll considerations, Care.com is unable to hire candidates who reside in the following states: AK, AR, CA, DE, HI, IA, ID, ME, MN, MS, MT, ND, NV, OR, RI, SD, WA, WV, WY, VT.

Responsibilities

• Mapping the customer journeys on both sides of the marketplace to identify the 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 that will provide telemetry into 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
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