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Start for FreeLauren Smith
Principal, Business Operations Customer Support Payments Trust & Safety Reputation @Upwork
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WORK HISTORY
Principal, Business Operations Customer Support Payments Trust & Safety Reputation @Upwork
US
Supporting operational strategy and execution across Payments, Trust & Safety, and Customer Support/Reputation. Partner closely with executive leadership on annual operating planning, quarterly business reviews, and both annual and monthly budget planning and forecasting. Lead executive-facing and company-wide communications, support org and operating model planning, and drive alignment and execution across complex, global payments and customer-facing programs.
SKILLS
ABOUT LAUREN SMITH
I’m an executive leader focused on building and scaling high-impact Customer Experience, Risk, and Regulatory operations in complex, fast-moving environments. Over the past two decades, I’ve led global teams at companies like Airbnb, Cash App, and Upwork through periods of transformation, growth, and operational change, balancing strong systems with deeply people-centered leadership.My background spans Customer Support, Trust & Safety, Risk, Payments, Fraud, and Compliance across fintech, marketplace, and startup ecosystems. I’m known for bringing clarity to ambiguity, translating strategy into execution, and building operating models that scale without losing the human element. I partner closely with Product, Engineering, Legal, Finance, and Executive Leadership to align priorities, manage risk, and deliver meaningful outcomes for both customers and the business.At my core, I believe great leadership is about creating trust, setting a clear direction, and building environments where people can do their best work. I lead with empathy and accountability, invest deeply in developing leaders, and care deeply about building cultures that are resilient, inclusive, and built to last.
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