Experiments Team Manager

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 300000 local service businesses. If making an impact inspires you join us. Imagine what well build together.

The Experiments Team at Thumbtack is a dynamic group responsible for executing critical service models and manual workflows that support our customers and pros through new initiatives. We act as a flexible resource for the companyhandling specialized manual tasks piloting new tools and models and partnering closely with Product Commercial Operations and Partnerships to ensure Thumbtacks most vital initiatives are executed with precision.

Were looking for an experienced people-first manager to lead a team of Experiments Specialists. While this role sits within the Experiments organization your initial focus will be on driving high-quality execution of manual operational tasks and customer service delivery. This is a unique builder role. You will manage the day-to-day output of a frontline team while remaining highly adaptable to changing business needs. Whether the team is performing repetitive manual tasks or transitioning into more complex pilots you will ensure the team remains high-performing flexible and deeply focused on the customer and pro experience. This role requires operational rigor strong stakeholder management and a passion for developing both people and processes in a fast-paced evolving environment.

• 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 Thumbtacks 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.

• 35 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

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.

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Required Experience:

Manager