Experiments Team Manager

Thumbtack

Remote, US
Remote
3-5 years customer support or service operations experience
2+ years people leadership experience
Experience managing hybrid keep-the-lights-on and special projects
Thumbtack is seeking an Experiments Team Manager to lead a team of specialists focused on executing operational tasks and enhancing customer service delivery. The ideal candidate will have experience in customer support and people leadership, with a strong emphasis on operational efficiency and team development

Job Summary

  • Thumbtack helps millions of people confidently care for their homes by connecting them with local service professionals.
  • The role requires leading a team through shifts in scope from repetitive manual tasks to complex experiment-based work while maintaining high morale.
  • Success in this position demands operational rigor, the ability to set clear KPIs for manual workflows, and strong partnership with Product and Commercial Operations teams.

Matching Summary

Match Score: 85

Thumbtack is seeking an Experiments Team Manager to lead a team of specialists focused on executing operational tasks and enhancing customer service delivery. The ideal candidate will have experience in customer support and people leadership, with a strong emphasis on operational efficiency and team development.

Skills & Requirements

Must-have

  • 3-5 years Customer Support or Service Operations experience
  • 2+ years people leadership experience
  • Experience managing hybrid keep-the-lights-on and special projects
  • Proficiency with Salesforce, Genesys, spreadsheets, and dashboards
  • Willingness to work graveyard shifts, weekends, and holidays

Nice-to-have

  • Passion for developing people and processes in fast-paced environments
  • Strong stakeholder management and cross-functional collaboration skills
  • Ability to foster culture of curiosity and accountability
  • Experience piloting new tools and models
  • Proven track record driving scalable workflows

Key Requirements

  • 3-5+ years in Customer Support, Customer Success, or Service Operations
  • 2+ years in a people leadership role
  • Experience leading pilot accounts or process rollouts
  • Familiarity with Salesforce, Genesys, and project tracking platforms
  • Availability for graveyard shift, weekends, and holidays

Work Rights

Not specified

Tailored Resume

Cover Letter