Experiments Team Manager

1 month, 2 weeks ago
Full-time
Lead
Project and Program Management
Thumbtack

Thumbtack

Thumbtack is a platform that connects individuals with local professionals for a wide range of services, from house painting to personal training. By answering a few questions, users receive quotes from qualified professionals, making it easy to compar...

Construction & Engineering
1K-5K
Founded 2009
$698M raised

Description

  • Lead and mentor a team of frontline specialists with coaching on customer service best practices, efficiency, and quality.
  • Set and monitor KPIs for manual workflows such as volume, accuracy, and turnaround time.
  • Manage the team through shifts in scope, maintaining morale as work changes from routine execution to experiment-based tasks.
  • Oversee daily task distribution and completion to ensure zero backlog and high accuracy.
  • Identify process improvements and eliminate inefficiencies to drive operational excellence.
  • Establish and maintain high standards for all manual work outputs.
  • Act as the primary liaison between the Experiments Team and partner teams including Product, Commercial Operations, and Partnerships.
  • Provide regular reporting on team capacity, throughput, and performance to stakeholders and leadership.
  • Translate frontline feedback into actionable insights for cross-functional partners.
  • Contribute to strategic planning for future experiments.

Requirements

  • 3–5+ years of experience in Customer Support, Customer Success, or Service Operations.
  • 2+ years of experience in a people leadership role.
  • Experience leading pilot accounts, new program launches, or process rollouts.
  • Demonstrated success building and standardizing scalable workflows.
  • Experience managing a hybrid team that handles both ongoing operations and special projects.
  • Familiarity with Salesforce (SFDC), Genesys, spreadsheets, dashboards, and project tracking platforms.
  • Willingness to work graveyard shift, weekends, holidays, and occasional shift changes.

Interested in this position?

Apply directly on the company website

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