Sr. Manager, Experience

About the Service Operations Team

We're a tight-knit team of process, program management, customer experience and workforce management professionals working together to deliver world-class service through operational excellence and strategic enablement. We collaborate closely with frontline Service, Business Apps, QA, Enablement, and Analytics teams to identify friction points in customer and pro support journeys, and redesign them with AI-enabled automation and processes. Our focus is on creating service experiences that are both efficient for our operations team and effective for our customers and pros.

About the Role

As the Sr. Manager, Experience, you’ll lead Thumbtack’s most important customer and agent experience initiatives, while managing and growing a small but high-impact team of Experience Architects within Service Operations. This role requires both strategic vision and hands-on execution—you’ll personally drive our most complex, high-value journey redesigns, while coaching your team to deliver consistent operational excellence and breakthrough customer experiences. You’ll be responsible for setting experience design standards, creating frameworks for innovation, and driving service experience improvements that strengthen Thumbtack’s competitive edge and customer satisfaction.

What you'll do

• Develop and lead a team while owning the most complex, enterprise-level customer and agent journey transformations that drive strategic outcomes.
• Define and implement service design standards, methods, and governance (dashboards, satisfaction metrics, efficiency measures) that ensure consistent, high-quality service across all touch points.
• Own the portfolio-level experience strategy and roadmap, advising senior leadership on customer experience investments, service innovation, and operational priorities.
• Partner across Commercial Operations, Go To Market, Data Science, Product, and other teams to connect service design with technology solutions and operations teamsDevelop and mentor experience design talent through coaching, career development planning, and performance management while fostering a culture of customer-centricity and design thinking excellence
• Advance AI-enabled service experiences, shaping automation strategies, prompt designs, and escalation logic that balance efficiency with human-centered design.

In order to be successful, you must bring

• 12+ years in service design, customer operations, or experience transformation (5+ in leadership), with a track record of building strong teams and driving organizational change.
• Proven success leading large-scale customer journey redesigns that improved business results, customer satisfaction, and operational efficiency in complex service environments.
• Deep expertise in service design methods, journey mapping, systems thinking, and cross-functional collaboration, with hands-on experience setting standards and driving adoption.
• Strong executive presence and communication skills with the ability to influence senior leaders, craft compelling design narratives, and align teams around customer-first strategies
• Experience with AI and automation in service contexts, with demonstrated success designing solutions that improve rather than compromise the customer experience

Expected salary ranges

• For candidates living in San Francisco / Bay Area, San Jose, New York City, or Seattle metros, the expected salary range for the role is currently $178,500 - $241,000
• For candidates living in Austin, TX or Washington DC metros or in California, Massachusetts, New Jersey, or Washington states, the expected salary range for the role is currently $160,700 - $217,400
• For candidates living in all other US locations, the expected salary range for this role is currently $151,700 - $205,300

Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role.