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Sr. Manager, Success Operations
Thumbtack · San Francisco, California, United States
Pay
$162k–246k
Setting
Remote
THUMBTACK HELPS MILLIONS OF PEOPLE CONFIDENTLY CARE FOR THEIR HOMES.
Thumbtack is the one app you need to take care of and improve your home — from personalized guidance to AI tools and a best-in-class hiring experience. Every day in every county of the U.S., people turn to Thumbtack to complete urgent repairs, seasonal maintenance and bigger improvements. We help homeowners know which projects to do, when to do them and who to hire from our growing community of 300,000 local service businesses. If making an impact inspires you, join us. Imagine what we’ll build together.
ABOUT THE SUCCESS OPERATIONS TEAM
Success Operations shapes how Thumbtack’s Success organization runs. We design the strategies, programs, and processes that help pros and customers realize value quickly and predictably. Our team partners across Sales, Success, Service, Partnerships, Product, Data Science, and Finance to create clarity, alignment, and an operating rhythm that keeps the marketplace healthy.
We focus on building reliable processes, defining clear success metrics, generating insights that guide decisions, and driving the cross functional execution needed to improve marketplace outcomes. Our work ensures the Success organization operates consistently, scales effectively, and delivers meaningful impact for both sides of the marketplace.
ABOUT THE ROLE
We are looking for a Sr. Manager of Success Operations to own the strategy, tooling, and process that support our frontline teams across Manual Ops, Partnership Experiments, and the broader Experiments function that serves all of Success, plus the supply health model and levers that keep pro supply ready as more partners come online. You’ll lead a team of senior operations analysts and report to the Director of Success Operations. This role is about bringing structure to chaos: you're comfortable working in a highly entrepreneurial, highly ambiguous, highly versatile environment and building new processes from the ground up, rather than optimizing an already steady-state program. You'll decide where AI genuinely reduces manual load and where a human needs to stay in the loop. You will also shape team capabilities, leadership effectiveness, and talent decisions required to scale this work across Success.
WHAT YOU’LL DO
- Set the strategy, tooling, and outcome goals for the operations behind our biggest growth areas: launching and scaling new partner motions, keeping the supply of qualified pros ready, running the hands-on fulfillment that ensures jobs get matched and completed, and driving the test-and-learn engine that improves programs across Success.
- Serve as the single Commercial Ops liaison to Partnerships, translating new partner commitments and growth spikes into staffed, tooled, supply-ready frontline execution.
- Lead execution across Success, Partnerships, Product, Data Science, and Finance, resolving dependencies and adapting priorities as partner volume and supply needs change.
- Oversee the supply health model, dashboard, and levers, directing where to acquire, reactivate, or adjust pricing and job-fit while giving leaders a clear view of coverage, gaps, and required actions.
- Own headcount and capacity forecasting, business reviews, and executive narratives that translate fulfillment and supply signals into staffing plans and actionable directives.
- Set the test-and-learn strategy for fulfillment approaches, go-to-market motions, AI-enabled workflows, and automation, determining when to pilot manually and when to invest in scalable solutions.
- Lead and evolve a high-performing team of senior individual contributors, and/or operations analysts through strategic hiring, coaching, performance management, role clarity, and team-composition decisions.
IN ORDER TO BE SUCCESSFUL, YOU MUST BRING
- 7+ years in Customer Success Operations, Marketplace Operations, Revenue Operations, Business Operations, or similar roles, including experience managing senior individual contributors.
- A background that blends strategic thinking with hands-on operations (for example strategy and operations, management consulting, or a GM or founder role), with a track record of breaking down ambiguous, high-complexity problems and turning them into clear, executable plans.
- Experience in a two-sided marketplace, gig economy platform, or fast-moving consumer/SMB ecosystem, ideally one that was supply-constrained or required balancing supply and demand.
- Track record of standing up a new operational motion under time pressure, shipping an imperfect version fast and iterating rather than waiting for a fully built system.
- Quantitative fluency: comfortable enough with coverage ratios, propensity or probability-based models, or similar frameworks to direct someone building one and sanity-check their output yourself.
- Hands-on experience shipping an AI-enabled workflow or automation in an operations context, including the judgment to know when automation isn't the right call.
- Strong executive presence and a track record of changing senior stakeholders' minds with data rather than title or authority.
EXPECTED SALARY RANGES
- For candidates living in San Francisco / Bay Area, San Jose, New York City, or Seattle metros, the expected salary range for the role is currently $190,400 - $246,400.
- For candidates living in Austin, TX or Washington DC metros or in California, Massachusetts, New Jersey, or Washington states, the expected salary range for the role is currently $171,700 - $222,200
- For candidates living in all other US locations, the expected salary range for this role is currently $161,500 - $209,000
Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role.
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.
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: recruitingops@thumbtack.com.
For information about how Thumbtack collects, uses, and shares personal information about job applicants, please see our Job Applicant Privacy Policy https://www.thumbtack.com/job-applicant-privacy-policy.
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. Check out our blueprint on how to spot the fakes. https://careers.thumbtack.com/recruiting-scams
Listed by Thumbtack for a position based in the United States. Employers on this board attest they are hiring domestically.
Product Manager, Growth
Thumbtack ·
Pay
$171k–260k
Setting
Remote
THUMBTACK HELPS MILLIONS OF PEOPLE CONFIDENTLY CARE FOR THEIR HOMES.
Thumbtack is the one app you need to take care of and improve your home — from personalized guidance to AI tools and a best-in-class hiring experience. Every day in every county of the U.S., people turn to Thumbtack to complete urgent repairs, seasonal maintenance and bigger improvements. We help homeowners know which projects to do, when to do them and who to hire from our growing community of 300,000 local service businesses. If making an impact inspires you, join us. Imagine what we’ll build together.
ABOUT THE PRODUCT MANAGEMENT TEAM
Our team is small but mighty, partnering closely with Engineering, Design, and Analytics to craft a two-sided marketplace that successfully delivers business to our pros while helping millions of customers complete their home projects each year. We have cultivated an environment defined by radical ownership and a strong bias for action, empowering you to move fast, define your own strategy, and drive outcomes quickly. We are outcome-obsessed and strive to spend our time on high-leverage product thinking rather than bureaucracy, minimizing administrative overhead to focus on what truly moves the needle for our users.
ABOUT THE ROLE
We're looking for an entrepreneurial Product Manager who is driven by autonomy and fueled by ownership. You will be at the helm of innovation and execution, shaping industry-disrupting user experiences that simplify how millions of people confidently care for their homes and how home service professionals grow their business. This role is about defining product vision, challenging the status quo, and driving outcomes that leave a lasting impact on our customers, local service professionals, and the entire home services industry.
As a PM on the Growth team at Thumbtack you will be responsible for driving customer and pro lifetime value by creating product solutions for homeowners and home-service professionals to accomplish their goals with ease and confidence. You will be responsible for building new 0 to 1 product experiences as well as optimizing existing products to drive more user repeat and growth.
WHAT YOU’LL DO
- Lead a significant portion of our product experience and be accountable for business outcomes.
- Conduct user research and lightweight tests to scope and prioritize product initiatives.
- Transform a vague, ambitious idea into a compelling business and product case, secure resources, and lead execution with clear success criteria.
- Champion deep learnings and insights as a core metric, valuing them alongside traditional metrics to fuel smarter, more innovative product decisions.
- Partner with marketing, engineers, designers, data and applied scientists to ideate, prioritize and deliver great solutions for our customers and professionals.
- Coordinate within your team and among teams at Thumbtack to ensure understanding of and alignment around projects.
- Drive a high-impact initiative from seed to scale, ensuring sustained focus by thoughtfully sunsetting or culling initiatives that do not meet success criteria.
IN ORDER TO BE SUCCESSFUL, YOU MUST BRING
- 5+ years of product management experience with a proven track record of launching impactful consumer web or mobile products that users love.
- Excellent user-centric thinking with strong user experience and product sense, allowing you to empathize with users and craft excellent experiences.
- Excellent analytical thinking and problem-solving skills combined with strong business acumen.
- Outstanding teamwork and collaboration skills, capable of considering multiple perspectives and driving cross-functional alignment.
- Excellent written and verbal communication skills, with a talent for articulating complex customer problems precisely.
- Comfort with and strong discerning judgment of AI.
EXPECTED SALARY RANGES
- For candidates living in San Francisco / Bay Area, San Jose, New York City, or Seattle metros, the expected salary range for the role is currently $200,600.00 - $259,600.00.
- For candidates living in Austin, TX or Washington DC metros or in California, Massachusetts, New Jersey, or Washington states, the expected salary range for the role is currently $180,200.00 - $233,200.00.
- For candidates living in all other US locations, the expected salary range for this role is currently $170,900.00 - $221,100.00.
Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role.
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.
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: recruitingops@thumbtack.com.
For information about how Thumbtack collects, uses, and shares personal information about job applicants, please see our Job Applicant Privacy Policy https://www.thumbtack.com/job-applicant-privacy-policy.
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. Check out our blueprint on how to spot the fakes. https://careers.thumbtack.com/recruiting-scams
Listed by Thumbtack for a position based in the United States. Employers on this board attest they are hiring domestically.
Manager II, Pro Success
Thumbtack · San Francisco, California, United States
Pay
$80k–106k
Setting
Remote
THUMBTACK HELPS MILLIONS OF PEOPLE CONFIDENTLY CARE FOR THEIR HOMES.
Thumbtack is the one app you need to take care of and improve your home — from personalized guidance to AI tools and a best-in-class hiring experience. Every day in every county of the U.S., people turn to Thumbtack to complete urgent repairs, seasonal maintenance and bigger improvements. We help homeowners know which projects to do, when to do them and who to hire from our growing community of 300,000 local service businesses. If making an impact inspires you, join us. Imagine what we’ll build together.
ABOUT THE PRO SUCCESS TEAM
The Pro Success team partners with service professionals to help them grow sustainable, successful businesses on Thumbtack. Through consultative guidance, business insights, and product expertise, we help pros maximize their return on investment while delivering exceptional customer experiences. We work closely with Product, Marketing, Sales, Operations, and Analytics to identify opportunities that improve customer outcomes, shape the evolution of our platform, and accelerate business growth.
ABOUT THE ROLE
As a Pro Success Manager II, you'll lead a team of 10–12 Success Specialists responsible for helping service professionals realize measurable value from Thumbtack. You'll drive team performance across customer retention, growth, satisfaction, product adoption, and operational excellence by setting clear priorities, coaching high performance, and ensuring consistent execution against business goals.
This role combines people leadership with strong operational ownership. You'll develop talent, improve team effectiveness, and partner cross-functionally to identify opportunities that improve customer outcomes, team productivity, and business performance. You'll use customer insights and business metrics to influence scalable improvements while fostering a culture of accountability, continuous learning, and customer obsession.
WHAT YOU’LL DO
- Lead, coach, and develop a team of 10–12 Success Specialists, setting clear expectations, providing ongoing feedback, managing performance, and supporting career growth.
- Drive team performance across customer retention, revenue, product adoption, customer satisfaction, quality, productivity, and operational metrics by establishing priorities, inspecting execution, and removing obstacles.
- Analyze customer, team, and business performance data to identify trends, mitigate risk, improve forecasting, and coach strategies that deliver measurable customer and business outcomes.
- Partner closely with Product, Marketing, Sales, Operations, and Analytics to surface customer insights, improve customer experiences, influence product enhancements, and drive operational improvements.
- Build team capability by leading onboarding, coaching, quality calibrations, knowledge sharing, and the adoption of best practices that improve consistency and performance across the organization.
- Lead the implementation and continuous improvement of customer success playbooks, AI-enabled workflows, operational processes, and scalable programs that increase efficiency and improve customer outcomes.
- Foster an inclusive, high-performing team culture that embodies Thumbtack's values while maintaining accountability, collaboration, and a relentless focus on customer success.
IN ORDER TO BE SUCCESSFUL, YOU MUST BRING
- 8+ years of experience in Customer Success, Account Management, Consultative Sales, or post-sales leadership within a B2B, SaaS, marketplace, or technology environment.
- 3+ years of experience leading high-performing, metrics-driven customer-facing teams with demonstrated success managing performance, developing talent, and delivering business results.
- Proven success driving customer retention, revenue growth, customer satisfaction, and operational excellence through data-informed decision making and effective coaching.
- Experience building high-performing teams through hiring, onboarding, coaching, performance management, and career development.
- Demonstrated ability to influence cross-functional partners and drive operational improvements through customer insights, data analysis, and collaborative problem solving.
- Strong analytical, communication, and leadership skills with experience using CRM platforms, customer success technologies, business performance metrics, and AI-enabled tools to improve team effectiveness and customer outcomes.
- Ability to thrive in a fast-paced, evolving environment while balancing customer advocacy, business priorities, and organizational change.
EXPECTED SALARY RANGES
- For candidates living in San Francisco / Bay Area, San Jose, New York City, or Seattle metros, the expected salary range for the role is currently $80,400 - $106,400
- For candidates living in Austin, TX or Washington DC metros or in California, Massachusetts, New Jersey, or Washington states, the expected salary range for the role is currently $80,400 - $106,400
- For candidates living in all other US locations, the expected salary range for this role is currently $80,400 - $106,400
Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role.
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.
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: recruitingops@thumbtack.com.
For information about how Thumbtack collects, uses, and shares personal information about job applicants, please see our Job Applicant Privacy Policy https://www.thumbtack.com/job-applicant-privacy-policy.
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. Check out our blueprint on how to spot the fakes. https://careers.thumbtack.com/recruiting-scams
Listed by Thumbtack for a position based in the United States. Employers on this board attest they are hiring domestically.
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