Thumbtack

1 year ago

Director, Service Operations

✓ 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 Service Operations to deliver “wow” customer and pro experiences by setting the team’s vision, strategy, and operating rhythms. Oversee service operations analysts, program managers, and senior managers across North America and the Philippines, improving end-to-end service experience through KPIs, root-cause analysis, and workforce planning. Partner with Customer Service and leaders across Sales, Service, Product Operations, and QA to drive process improvements and adopt Gen AI solutions at scale.

Location: Ontario

Workplace: Remote

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Director level

Key Responsibilities

•Oversee a team of ~20 service operations analysts, program managers, and senior managers, motivating teams through vision and strategy.
•Design and implement service operations strategies, workflows, and solutions to improve end-to-end service experience while balancing cost and sustainability.
•Develop and improve KPIs and benchmarks for service quality and operational efficiency, using data to identify root causes and drive performance.
•Implement system/process operating rhythms and adjust quickly based on learnings to keep the team focused.
•Drive adoption and enhancement of Gen AI solutions that elevate customer experience at scale.

Key Requirements

•10+ years in service strategy, success, or operations roles, with at least 5+ years managing teams.
•Ability to shape strategy with analytical rigor and strong critical thinking to earn stakeholder buy-in.
•Track record of instituting and improving processes that create lasting, measurable service impact.
•Ability to move with speed and urgency and support execution when needed.
•Strong coaching, organization, and leadership skills to inspire high performance in your teams.

Skills:LeadershipCoachingCritical thinkingOrganizationStakeholder management

Tech Stack:Gen AIAI tools

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

1 year ago

Director, Service Operations

✓ 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: Ontario

Workplace: Remote

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Director level

Key Responsibilities

•Oversee a team of ~20 service operations analysts, program managers, and senior managers, motivating teams through vision and strategy.
•Design and implement service operations strategies, workflows, and solutions to improve end-to-end service experience while balancing cost and sustainability.
•Develop and improve KPIs and benchmarks for service quality and operational efficiency, using data to identify root causes and drive performance.
•Implement system/process operating rhythms and adjust quickly based on learnings to keep the team focused.
•Drive adoption and enhancement of Gen AI solutions that elevate customer experience at scale.

Key Requirements

•10+ years in service strategy, success, or operations roles, with at least 5+ years managing teams.
•Ability to shape strategy with analytical rigor and strong critical thinking to earn stakeholder buy-in.
•Track record of instituting and improving processes that create lasting, measurable service impact.
•Ability to move with speed and urgency and support execution when needed.
•Strong coaching, organization, and leadership skills to inspire high performance in your teams.

Skills:LeadershipCoachingCritical thinkingOrganizationStakeholder management

Tech Stack:Gen AIAI tools

Company Brief

Thumbtack

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: San Francisco, United States

Founded: 2008

Website LinkedIn