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 Thumbtack’s Service Operations strategy and programs that enable Pro and Customer Service teams to deliver a world-class experience. Oversee teams across North America and the Philippines, set KPIs and benchmarks, drive root-cause analysis, and implement operating rhythms. Partner with Customer Service, Sales, Service, Product Operations, and QA to improve end-to-end service and roll out Gen AI initiatives that elevate customer experience at scale.

Location: United States, Canada, Philippines

Workplace: Remote

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Director level

Key Responsibilities

•Oversee a team of approximately 20 service operations analysts, program managers, and senior managers.
•Design service and support process workflows and solutions grounded in pro and customer experience empathy.
•Develop and enhance KPIs, benchmarks, and performance tracking; conduct root-cause analysis to improve quality and efficiency.
•Implement system/process operating rhythms and make real-time adjustments based on learnings.
•Drive adoption and enhancement of Gen AI solutions and serve as a strategic advisor to executives across Commercial Operations.

Key Requirements

•10+ years of experience in service strategy, success, or operations roles, including 5+ years managing teams.
•Strong analytical rigor and critical thinking to shape strategy with buy-in from stakeholders and teams.
•Track record of instituting and improving processes that drive lasting, measurable service impact.
•Ability to move with speed and urgency, including willingness to roll up your sleeves to execute.
•Strong coaching, organization, and leadership skills to inspire high performance.

Experience:10+ yearsMarketplaceHigh growth technologyConsulting

Education:Master's

Skills:LeadershipCoachingOrganizationCritical thinkingStrategic thinking

Tech Stack:AIGen AI

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: United States, Canada, Philippines

Workplace: Remote

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Director level

Key Responsibilities

•Oversee a team of approximately 20 service operations analysts, program managers, and senior managers.
•Design service and support process workflows and solutions grounded in pro and customer experience empathy.
•Develop and enhance KPIs, benchmarks, and performance tracking; conduct root-cause analysis to improve quality and efficiency.
•Implement system/process operating rhythms and make real-time adjustments based on learnings.
•Drive adoption and enhancement of Gen AI solutions and serve as a strategic advisor to executives across Commercial Operations.

Key Requirements

•10+ years of experience in service strategy, success, or operations roles, including 5+ years managing teams.
•Strong analytical rigor and critical thinking to shape strategy with buy-in from stakeholders and teams.
•Track record of instituting and improving processes that drive lasting, measurable service impact.
•Ability to move with speed and urgency, including willingness to roll up your sleeves to execute.
•Strong coaching, organization, and leadership skills to inspire high performance.

Experience:10+ yearsMarketplaceHigh growth technologyConsulting

Education:Master's

Skills:LeadershipCoachingOrganizationCritical thinkingStrategic thinking

Tech Stack:AIGen AI

Company Brief

Thumbtack

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: San Francisco, United States

Founded: 2008

Website LinkedIn