Thumbtack

2 months ago

Experiments Team Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 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

Website LinkedIn

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Thumbtack

2 months ago

Experiments Team Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

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

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: San Francisco, United States

Founded: 2008

Website LinkedIn