Director, Service Operations

Summary

Join Thumbtack as the Director of Service Operations and play a pivotal role in shaping the vision and strategies for creating exceptional experiences for our pros and customers. Lead multiple teams across North America and the Philippines, reporting to the Vice President of Commercial Operations. You will partner with Customer Service leaders to drive process improvements and leverage Gen AI innovations. This senior-level role requires 10+ years of experience in service operations, strong analytical skills, and proven leadership capabilities. You will be a key leader within Commercial Operations, collaborating with Sales, Service, Product Operations, and QA teams. Thumbtack offers a virtual-first work model with various benefits and perks.

Requirements

• 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

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

Preferred Qualifications

• 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