Sr. Manager, Experience

Lead Thumbtack’s most important customer and agent experience initiatives within Service Operations, managing and growing a small Experience Architects team. Drive enterprise journey transformations, set service design standards and governance with measurable satisfaction and efficiency metrics, and own the experience strategy and roadmap. Partner cross-functionally across Commercial Operations, Go To Market, Data Science, Product, and more to connect service design with technology and operational priorities, including AI-enabled automation and escalation logic.