Service Operations
Team
Thumbtack is the one app you need to take care of and improve your home — from personalized guidance to AI tools and a best-in-class hiring experience. Every day in every county of the U.S., people turn to Thumbtack to complete urgent repairs, seasonal maintenance, and bigger improvements. We help homeowners know projects to do, when to do them, and who to hire from our growing community of 300,000 local service businesses. If making an impact inspires you, join us. Imagine what we’ll build together.
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:
“I love working at Thumbtack because I get to work with smart and motivated people who push me to do my best…It feels great to be part of a team that creates real impact every day.”
Al
Director Quality
“I love working at Thumbtack because I get to work with smart and motivated people who push me to do my best…It feels great to be part of a team that creates real impact every day.”
Al
Director Quality
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
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.
Bonus points if you have
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.
#LI-Remote
Perks & Benefits
In addition to our virtual-first model, we offer:
Recharge with PTO, in addition to 20 company-wide holidays each year, including a week-long end-of-year shutdown.
$1,000 USD/$1,400 CAD annual stipend for professional development, self care, office set-up and more. We also provide cell phone and Wi-Fi reimbursements.
All parents receive up to 12 weeks of paid parental leave, and birthing parents receive 8 additional weeks, for a total of 20 weeks of 100% paid parental leave (US & CAN).
$30,000 USD/CAD lifetime max reimbursement for family planning.
12 coaching sessions and 12 therapy sessions for yourself and your dependents. We also offer one-on-one financial guidance from a financial wellness provider.
$1,800 USD/CAD annual stipend to book a pro on Thumbtack for virtual or in-person services — anything from home care services to planning a child’s birthday party and beyond.
Perks & Benefits
In addition to our virtual-first model, we offer:
30 days of PTO (pro-rated based on start date), including a week-long, end-of-year shutdown and a 15% night shift differential.
PHP 46,000.00 annual stipend to use for professional development, self care, office set-up and more. We also provide PHP 1,500/month internet allowance.
12 coaching sessions and 12 therapy sessions for yourself and your dependents. We also offer one-on-one financial guidance from a financial wellness provider.
HMO coverage includes yourself and up to three of your dependents (two at no cost). We also cover common-law and same-sex domestic partners.
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