Director, Service Operations

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
• Ability to move with speed and urgency with a willingness to roll up your sleeves to help the team execute
• Strong coaching, organization and leadership skills to inspire the best in your teams
• Curiosity and eagerness to learn with demonstrated success in high growth technology or top-tier consulting companies

Bonus points if you have

• Experience working in a marketplace business, managing a global team
• MBA or consulting experience from a top-tier program / company

Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, Canada or the Philippines. Learn more about our virtual-first working model here.

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