Experiments Team Manager

🔥 2 hours ago

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Thumbtack

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏪 Marketplace

☁️ SaaS

💰 $75M Debt Financing - Thumbtack on 2024-07

Marketplace • SaaS

Thumbtack is an online marketplace that connects homeowners with local service professionals for home maintenance, repairs, remodeling, and other home projects. The platform lets customers describe projects in their own words, browse local pros across many trades (e. g. , cleaners, handymen, plumbers, electricians, painters, HVAC, contractors, landscapers), view reviews and cost estimates, message pros without sharing contact details until messaging, and offers a guarantee up to $2,500 if a job isn't done as agreed. Thumbtack provides consumer-facing apps and a separate pro-focused experience with resources, community, and tools for professionals to manage leads and reviews. It covers every county in the U. S. and emphasizes project guides, cost guides, and home maintenance plans.

📋 Description

• Lead and mentor a team of frontline specialists, providing coaching on customer service best practices, efficiency, and quality. • Set clear KPIs for manual workflows (e.g., volume, accuracy, turnaround time) and ensure the team meets or exceeds them. • Lead the team through shifts in scope; keep morale high even as tasks change from manual execution to potential experiment-based work. • Foster a culture of curiosity, accountability, and service excellence that aligns with Thumbtack’s values. • Oversee the daily distribution and completion of manual tasks, ensuring zero backlog and high accuracy. • Drive operational excellence by identifying process improvements and eliminating inefficiencies. • Establish and maintain high standards for all manual work outputs, ensuring they meet the needs of internal stakeholders. • Ensure frontline teams are equipped with the knowledge, tools, and support they need to deliver best-in-class service. • Act as the primary liaison between the Experiments Team and partner teams including Product, Commercial Operations, and Partnerships. • Provide regular reporting on team capacity and throughput, and translate frontline feedback into actionable insights for cross-functional partners. • Track team performance and experiment outcomes, providing structured feedback to stakeholders and leadership. • Maintain tight feedback loops between frontline insights and cross-functional teams. • Contribute to strategic planning for future experiments.

🎯 Requirements

• 3–5+ years of experience in Customer Support, Customer Success, or Service Operations. • 2+ years in a people leadership role. • Proven experience leading pilot accounts, new program launches, or process rollouts, with demonstrated impact in driving and standardizing scalable workflows. • Experience in a "Hybrid" environment: You have experience managing teams that handle both "keep the lights on" operations and special projects. • Familiarity with tools such as Salesforce (SFDC), Genesys, spreadsheets, dashboards, and project tracking platforms. • Willingness to follow graveyard shift, weekends, holidays, and occasional shift changes.

🏖️ Benefits

• Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. • Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: [email protected]. • We put as much craftsmanship into candidate safety as we do into the hiring experience itself. While scammers may try to impersonate our team, we’ll never ask you for money, banking info, or SSNs during hiring.