Director, Service Operations

A home is the biggest investment most people make, and yet, it doesn’t come with a manual. That's why we’re building the only app homeowners need to effortlessly manage their homes —  knowing what to do, when to do it, and who to hire. With Thumbtack, millions of people care for what matters most, and pros earn billions of dollars through our platform. And as one of the fastest-growing companies in a $600B+ industry — we must be doing something right. 

We are driven by a common goal and the deep satisfaction that comes from knowing our work supports local economies, helps small businesses grow, and brings homeowners peace of mind. We’re seeking people who continually put our purpose first: advocating for pros and customers, embracing change, and choosing teamwork every day.

At Thumbtack, we're creating a new era of home care. If making an impact and the chance to do good inspires you, join us. Imagine what we’ll build together. 

Thumbtack by the Numbers

• Available nationwide in every U.S. county
• Over 85 million projects started on Thumbtack
• More than 11 million 5-star reviews and counting
• Pros earn billions on our platform
• 1000+ employees 
• $3.2 billion valuation (June, 2021) 

About Service Operations Team

The Service Operations team’s mission is to drive the strategy, process and initiatives that enable Thumbtack’s Pro and Customer Service teams to deliver a world-class experience. The team partners with Data Science, Internal Tools, Training, QA, Product Operations and frontline service teams to deliver a world class service experience. 

To accomplish this mission we focus on:

• Service experience: Design and create service and support process, workflows and solutions anchored on pro and customer experience empathy and a comprehensive understanding of the user and service advocates experience. 
• Service programs: Drive projects and programs that improve the day to day customer service experience. Enabling service teams to exceed experience and efficiency metrics.
• Operations planning: Ensures optimal workforce planning and hiring to meet service demands via forecasting, scheduling, adherence monitoring and real-time adjustments. 
• Service performance: Analyze and improve service team performance through in-depth performance tracking and root-cause analysis.  

About the Role

As the Director of Service Operations, you will play a pivotal role in setting the vision, designing the strategies and implementing initiatives that create “wow” experiences in the lives of Thumbtack’s pros and customers during the moments they need us the most. Reporting to the Vice President of Commercial Operations, this is a senior level role where you will lead multiple teams across North America and the Philippines. You will partner closely with Customer Service leaders to drive process improvements, Gen AI innovations that improve user experiences at scale.  Moreover, you will be a key leader within Commercial Operations and expected to partner closely with Sales, Service, Product Operations, and QA leaders to influence Thumbtack’s commercial direction.

Responsibilities

• Oversee a team of ~20 service operations analysts, program managers and senior managers. Motivating teams through a compelling vision and a clear strategy to deliver value.  
• Advocate for customer needs and moves with urgency to drive solutions that improve end-to-end service experience while balancing cost and sustainability. 
• Develop and enhance KPIs and benchmarks to measure service quality and operational efficiency. Critically assess data to understand root causes to drive performance. 
• Implement system, process and operating rhythms to keep the team focused while able to adjust quickly based on learnings.
• Serve as a trusted advisor and strategic thought leader to Thumbtack executives, driving insights and integrating service operations into broader company initiatives. 
• Drive the adoption and enhancement of Gen AI solutions that elevate customer experience at scale.

What you’ll need

If you don't think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.

• 10+ experience in service strategy, success or operation roles with at least 5+ years managing teams. 
• Analytical rigor and strong critical thinking to shape strategy that gets buy-in from stakeholders and teams 
• Track record of instituting and improving processes that has led to lasting, measurable service impact 
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