Sr. Manager, Experience

Thumbtack
United States
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementExperience: 12+ yearsSkills: ["Leadership","Communication","Coaching","Performance management","Strategic thinking"]

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.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Thumbtack
Thumbtack
11 months ago

Sr. Manager, Experience

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

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.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Develop and lead a team while owning the most complex enterprise-level customer and agent journey transformations that drive strategic outcomes.
  • •Define and implement service design standards, methods, and governance using dashboards, satisfaction metrics, and efficiency measures.
  • •Own the portfolio-level experience strategy and roadmap, advising senior leadership on experience investments and operational priorities.
  • •Partner across Commercial Operations, Go To Market, Data Science, Product, and other teams to connect service design with technology solutions and operations.
  • •Advance AI-enabled service experiences by shaping automation strategies, prompt designs, and escalation logic that balance efficiency with human-centered design.

Key Requirements

  • •12+ years in service design, customer operations, or experience transformation, with 5+ years in leadership.
  • •Proven success leading large-scale customer journey redesigns that improved business results, customer satisfaction, and operational efficiency.
  • •Deep expertise in service design methods, journey mapping, systems thinking, and cross-functional collaboration.
  • •Strong executive presence with the ability to influence senior leaders and communicate customer-first strategies.
  • •Experience with AI and automation in service contexts, designing solutions that improve (not compromise) the customer experience.
Experience:12+ yearsCustomer operationsService designExperience transformation
Skills:LeadershipCommunicationCoachingPerformance managementStrategic thinking
Tech Stack:AIAutomation

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