Senior Manager, Experience Operations
A home is the biggest investment most people make, and yet, it doesn’t come with a manual. That's why we’re building the only app homeowners need to effortlessly manage their homes — knowing what to do, when to do it, and who to hire. With Thumbtack, millions of people care for what matters most, and pros earn billions of dollars through our platform. And as one of the fastest-growing companies in a $500B industry — we must be doing something right.
We are driven by a common goal and the deep satisfaction that comes from knowing our work supports local economies, helps small businesses grow, and brings homeowners peace of mind. We’re seeking people who continually put our purpose first: advocating for pros and customers, embracing change, and choosing teamwork every day.
At Thumbtack, we're creating a new era of home care. If making an impact and the chance to do good inspires you, join us. Imagine what we’ll build together.
Thumbtack by the Numbers
- Available nationwide in all 3,143 U.S. counties
- 70 million projects started on Thumbtack
- More than 4 million customers in the last 12 months
- Pros earn billions on our platform
- More than 8 million 5-star reviews for our stellar pros
- 1000+ employees and $3.2 billion valuation (June, 2021)
About the Experience Operations Team
Experience Operations is a smart, friendly, collaborative, and highly cross-functional team, working at the intersection of our Ops, Go-to-market, and Product orgs. We work to drive insights, advocacy, and action through several rapidly-scaling key high-touch, tech-touch, and feedback programs, helping Thumbtack continue to grow efficiently and deliver on our brand promise.
About the Role
You’ll lead two related functions within the broader Experience Operations team: first, playing “air traffic control” for some of our key user-facing experience systems, focusing on automation and user routing, and, second, refund policy and systems coordination, all with an eye to enhancing customer experiences and improving our operational efficiency. This includes setting the vision for refunds policy and practice, as well as understanding our Ops, GTM, and refund needs to ensure users are effortlessly routed to the resource or team, based on their unique needs and our operational and business goals.
Responsibilities
As the leader of this team, your role will be strategic, with a bias to action. Specifics include:
- User experience and automation “air traffic control”: Thumbtack’s reactive and proactive operations team have grown in scale and sophistication. You’ll work highly cross-functionally with both Product and Ops leaders to understand their needs and create effortless, personalized routing for our pros and customers through our IVR, Refunds, and other related systems to the right tech touch or high-touch experiences when they reach out to us or we invite them to engage with us, based on the users’ points in their journey and our operational goals and target users.
- Refund Operations: You and your team will create and deliver on policy and programs for fair and consistent refund procedures, as well as reduction in unnecessary inbound support contacts, through clear and concise communication at the point of need - from our dispute channels to our automation systems to our in-product links and educational and messaging assets.
- Focus on our top users: For our highest revenue or high-potential users, you’ll work to ensure “white gloves” routing through various product or other inbound touch-points to the right teams (e.g., status signifiers and channels in Help systems, status-based routing to pro account managers or member concierge teams).
- Coordination with Product, TPM, Ops, and GTM leaders on our experience systems and automation roadmap: Success will entail working with leaders across the org to understand their target users and playbooks. It will also include interfacing with product stakeholders and our technical project management team to author and then build systems that over time improve our user experiences as noted above.
- Technology and experience roadmapping and planning: You’ll work to create a team roadmap related to the above scope above and to guide quarterly and annual planning processes. This includes creating alignment with partner-team leaders, as well as tracking industry trends and creating business cases for new tools or investments we might consider.
Must-Have Qualifications
If you don't think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.
- Bachelor’s Degree in relevant field, or the equivalent, additional professional experience
- 5+ years experience leading teams and projects in relevant workstream, such as CX program design and strategy, refund or related financial operations
- Ability to sift through complex or open datasets and identify key questions, help create management dashboards, A/B test, set team goals, and ultimately measure and validate impact of initiatives
- Understanding of relevant tools, technologies, and trends
- Effective, collaborative leader, who can manage multiple projects and deadlines in a fast-paced, team environment, with high engagement and teamwork
- Demonstrated ability to partner and collaborate across organizations to align efforts and improve outcomes
- Has a customer-driven mindset, with ability to assess and balance operational efficiency and customer experience outcomes
Nice-to-Have Qualifications
- Advanced degree in a relevant discipline, or additional industry experience
- Experience working with other marketplaces or in the home or services industries
- Experience operationalizing customer segmentation models through tools and technologies
Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, Ontario or the Philippines. When it is safe to gather, we will begin to host in-person events on a regular basis. Remote employees will be expected to travel occasionally for these events to a Thumbtack library or offsite team-building location. In cities with 5+ employees, we are establishing local communities, where employees can gather for local events. Additionally, employees in the San Francisco, Salt Lake City, Toronto and Manila areas will have opt-in access to communal workspace at one of our Thumbtack libraries. We always prioritize the health and safety of our employees. Currently, participation in these events and Thumbtack library use are optional. Both require employees to be fully vaccinated.
#LI-Remote
Benefits & Perks
- Virtual-first working model coupled with quarterly in-person events and Camp Thumbtack
- 20+ company-wide holidays including two week-long shutdowns
- Libraries (collaborative workspaces) in San Francisco, Salt Lake City, Toronto, and Manila
- Stipends for remote work support, home office set-up and Thumbtack services
- Cell phone and WiFi reimbursements
- Subscriptions and Employee Assistance Program for mental health and well-being
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. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law. If you are a California resident, please review information regarding your rights under California privacy laws contained in Thumbtack’s Privacy policy available at https://www.thumbtack.com/privacy/.
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].
*Currently, Thumbtackers can live anywhere in Ontario or British Columbia, Canada or the Philippines or in any of the following US states: AZ, CA, CO, CT, FL, GA, HI, ID, IL, IN, KS, KY, MD, MA, MI, MN, MO, NE, NV, NH, NJ, NM, NY, NC, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, Washington DC. Our long term vision is to hire across all of the United States and Canada, but this expansion will take a few years.
