Sr. Manager, Success Operations

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.

Success Operations shapes how Thumbtacks 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.

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. Youll lead a team of senior operations analysts and report to the Director of Success Operations. This role is about bringing structure to chaos: youre 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. Youll 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.

• Own the strategy tooling processes and outcome-oriented goals for Manual Ops Partnership Experiments Experiments serving the broader Success organization and the supply health model and levers.

• 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 managers senior individual contributors and/or operations analysts through strategic hiring coaching performance management role clarity and team-composition decisions.

• 7 years in Customer Success Operations Marketplace Operations Revenue Operations Business Operations or similar roles including experience managing senior individual contributors.

• 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 isnt the right call.

• Strong executive presence and a track record of changing senior stakeholders minds with data rather than title or authority.

• Demonstrated ability to translate ambiguous marketplace-level problems into cross-team strategies make difficult talent decisions and build a culture of accountability feedback and growth.

• 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 $190400 - $246400.

• 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 $171700 - $222200

• For candidates living in all other US locations the expected salary range for this role is currently $161500 - $209000

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: .

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Required Experience:

Manager