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Thumbtack · 1 week ago

Manager, Success Operations

United States

Full-time

Remote

Director/Executive

$130K/yr - $168K/yr

10+ years exp

Thumbtack helps millions of people confidently care for their homes, and they are seeking a Manager of Success Operations to shape their Success organization. This role involves developing operational strategies, managing forecasting models, and leading a team to ensure effective execution that drives retention and revenue outcomes.

Home ServicesLocalProfessional ServicesService Industry

Growth Opportunities

Responsibilities

Develop the operational strategy that enables our Customer and Pro Success teams to maximize their impact on revenue, activation, and retention

Own headcount and capacity forecasting models, translating complex supply and demand signals into precise staffing plans and budget requirements for Finance and Leadership

Deploy AI automation and optimize the tech stack to reduce manual friction, increase agent efficiency, and scale high-touch interventions like Early Pro Onboarding

Drive cross-functional execution by partnering with Product, Product ops, Sales, Service to improve pro retention and ROI

Design, Optimize and scale manual fulfillment workflows for emerging partnerships, serving as the bridge between sales commitments and product readiness

Establish the business review cadence, transforming raw data into clear executive narratives and actionable directives for frontline managers

Lead and up-level a high-performing team of operators and analysts, coaching them to translate marketplace mechanics into rigorous execution and P&L ownership

Qualification

Customer Success OpsMarketplace OpsRevenue OpsSQL proficiencySalesforceGainsightLookerAnalytical skillsExecutive presenceTeam leadership

Required

10+ years in Customer Success Ops, Marketplace Ops, Revenue Ops, BizOps, or similar operational roles

Experience working in a marketplace, gig economy platform, or fast moving consumer or SMB facing ecosystem

Strong executive presence with proven ability to influence C-level stakeholders, drive strategic decision-making, and translate business vision into executable program strategies

Experience building and managing tools and workflows across Salesforce, Gainsight, Looker, or internal systems

Demonstrated success leading operators or analysts who work across product and GTM

Ability to translate marketplace level problems into clear frameworks and actionable plans

Strong analytical background; SQL proficiency preferred