Experiments Team Manager

Thumbtack
Philippines
Workplace: RemoteFull timeFunction: Administration & Executive AssistanceExperience: 3+ yearsSkills: ["People-first leadership","Stakeholder management","Coaching","Operational rigor","Process improvement"]

Lead a frontline team of Experiments Specialists responsible for executing manual operational workflows that support customer and professional experiences. Drive day-to-day performance, coaching, and quality, while setting KPIs for volume, accuracy, and turnaround time. Partner closely with Product, Commercial Operations, and Partnerships to pilot new initiatives, translate frontline feedback into actionable insights, and eliminate inefficiencies—adapting quickly as shift scope evolves.

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Thumbtack
Thumbtack
3 months ago

Experiments Team Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Lead a frontline team of Experiments Specialists responsible for executing manual operational workflows that support customer and professional experiences. Drive day-to-day performance, coaching, and quality, while setting KPIs for volume, accuracy, and turnaround time. Partner closely with Product, Commercial Operations, and Partnerships to pilot new initiatives, translate frontline feedback into actionable insights, and eliminate inefficiencies—adapting quickly as shift scope evolves.
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 and manage KPIs for manual workflows (volume, accuracy, turnaround time) to meet or exceed targets.
  • •Distribute and complete daily manual tasks, ensuring zero backlog and high accuracy as shift scope changes.
  • •Identify process improvements and eliminate inefficiencies to drive operational excellence and maintain high standards for outputs.
  • •Serve as the primary liaison with Product, Commercial Operations, and Partnerships; report on capacity/throughput, track performance and experiment outcomes, and translate frontline feedback into actionable insights.

Key Requirements

  • •3–5+ years of experience in customer support, customer success, or service operations.
  • •2+ years of people leadership experience.
  • •Proven experience leading pilot accounts, new program launches, or process rollouts with measurable impact in scalable workflows.
  • •Experience managing teams in a hybrid environment that support both keep-the-lights-on operations and special projects.
  • •Familiarity with tools such as Salesforce (SFDC), Genesys, spreadsheets, dashboards, and project tracking platforms.
Experience:3+ yearsCustomer supportCustomer successService operationsPilot programsProcess rollouts
Skills:People-first leadershipStakeholder managementCoachingOperational rigorProcess 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