Director, Service Operations

Thumbtack
United States, Canada, Philippines
Workplace: RemoteFull timeFunction: Executive & General ManagementExperience: 10+ yearsEducation: mastersSkills: ["Leadership","Coaching","Organization","Critical thinking","Strategic thinking"]

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.

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Thumbtack
Thumbtack
1 year ago

Director, Service Operations

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Last checked: 12 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
WebsiteLinkedIn