Experiments Team Manager

Thumbtack
Philippines
Workplace: RemoteFull timeFunction: Administration & Executive AssistanceSkills: ["People-first leadership","Coaching","Operational rigor","Stakeholder management","Process improvement"]

Lead and mentor a frontline team of Experiments Specialists, driving high-quality execution of manual operational tasks and customer service delivery. Set and own KPIs for volume, accuracy, and turnaround time, manage daily task distribution to prevent backlog, and continuously improve processes. Partner closely with Product, Commercial Operations, and Partnerships through reporting and feedback loops, tracking experiment outcomes and supporting future experiment planning.

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FursaFursa
Thumbtack
Thumbtack
4 months ago

Experiments Team Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 23 hours agoStatus: Live

Job Summary

Lead and mentor a frontline team of Experiments Specialists, driving high-quality execution of manual operational tasks and customer service delivery. Set and own KPIs for volume, accuracy, and turnaround time, manage daily task distribution to prevent backlog, and continuously improve processes. Partner closely with Product, Commercial Operations, and Partnerships through reporting and feedback loops, tracking experiment outcomes and supporting future experiment planning.
Location: Philippines
Workplace: Remote
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Lead and mentor a team of frontline Experiments Specialists, coaching on customer service best practices, efficiency, and quality.
  • •Set KPIs for manual workflows (volume, accuracy, turnaround time) and ensure targets are met or exceeded.
  • •Oversee daily distribution and completion of manual tasks, maintaining zero backlog and high accuracy.
  • •Identify process improvements to eliminate inefficiencies and maintain high standards for manual work outputs.
  • •Serve as liaison with Product, Commercial Operations, and Partnerships; report team capacity and throughput and translate frontline feedback into actionable insights.

Key Requirements

  • •3–5+ 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 scalable workflows.
  • •Experience managing teams in a Hybrid environment with both “keep the lights on” operations and special projects.
  • •Familiarity with Salesforce (SFDC), Genesys, spreadsheets, dashboards, and project tracking platforms.
Experience:Customer supportCustomer successService operationsPilot programsProcess rolloutsOperationsHybrid work
Skills:People-first leadershipCoachingOperational rigorStakeholder managementProcess improvement
Tech Stack:Salesforce (SFDC)GenesysSpreadsheetsDashboardsProject tracking platforms

Company Brief

Thumbtack
Provides an online marketplace connecting local service professionals (home improvement, events, lessons, and more) with customers seeking quotes, reviews, and booking tools to hire vetted contractors and providers.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: San Francisco, United States
Founded: 2008
WebsiteLinkedIn