Be an early applicantLess than 25 applicants

Company

Thumbtack · 4 hours ago

Director, Service Operations

United States

Full-time

Remote

Director/Executive

$176K/yr - $216K/yr

10+ years exp

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Home ServicesLocal

Growth Opportunities

H1B Sponsor Likely

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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.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Service strategyTeam managementProcess improvementKPI developmentGen AI solutionsMarketplace experienceConsulting experience

Required

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

Preferred

Experience working in a marketplace business, managing a global team

MBA or consulting experience from a top-tier program / company

Benefits

Virtual-first working model coupled with in-person events

20 company-wide holidays including a week-long end-of-year company shutdown

Library (optional use collaboration & connection hub) in San Francisco

WiFi reimbursements

Cell phone reimbursements (North America)

Employee Assistance Program for mental health and well-being

Company

Thumbtack

Glassdoor

4.2

Thumbtack is a home services website connecting users with local service providers.

Founded in 2008

San Francisco, California, USA

1001-5000 employees

https://www.thumbtack.com

H1B Sponsorship

Thumbtack has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (33)

2022 (43)

2021 (51)

2020 (76)