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 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

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 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

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: San Francisco, United States

Founded: 2008

Website LinkedIn