Experiments Manager

About the Experiments Team

The Experiments Team at Thumbtack is a dynamic group responsible for executing critical service models and manual workflows that support our customers and pros through new initiatives. We act as a flexible resource for the company—handling specialized manual tasks, piloting new tools and models, and partnering closely with Product, Commercial Operations, and Partnerships to ensure Thumbtack’s most vital initiatives are executed with precision.

About the Role

We’re looking for an experienced, people-first manager to lead a team of Experiments Specialists. While this role sits within the Experiments organization, your initial focus will be on driving high-quality execution of manual operational tasks and customer service delivery. This is a unique "builder" role. You will manage the day-to-day output of a frontline team while remaining highly adaptable to changing business needs. Whether the team is performing repetitive manual tasks or transitioning into more complex pilots, you will ensure the team remains high-performing, flexible, and deeply focused on the customer and pro experience.

This role requires operational rigor, strong stakeholder management, and a passion for developing both people and processes in a fast-paced, evolving environment.

What you’ll do

Team Leadership & Service Excellence

• Lead and mentor a team of frontline specialists, providing coaching on customer service best practices, efficiency, and quality.
• Set clear KPIs for manual workflows (e.g., volume, accuracy, turnaround time) and ensure the team meets or exceeds them.
• Lead the team through shifts in scope; keep morale high even as tasks change from manual execution to potential experiment-based work.
• Foster a culture of curiosity, accountability, and service excellence that aligns with Thumbtack’s values.

Operational Execution

• Oversee the daily distribution and completion of manual tasks, ensuring zero backlog and high accuracy.
• Drive operational excellence by identifying process improvements and eliminating inefficiencies.
• Establish and maintain high standards for all manual work outputs, ensuring they meet the needs of internal stakeholders.
• Ensure frontline teams are equipped with the knowledge, tools, and support they need to deliver best-in-class service.

Cross-Functional Collaboration

• Act as the primary liaison between the Experiments Team and partner teams including Product, Commercial Operations, and Partnerships 
• Provide regular reporting on team capacity and throughput, and translate frontline feedback into actionable insights for cross-functional partners.

Program Management & Reporting

• Track team performance and experiment outcomes, providing structured feedback to stakeholders and leadership.
• Maintain tight feedback loops between frontline insights and cross-functional teams.
• Contribute to strategic planning for future experiments.

In order to be successful, you must bring

• 3–5+ years of experience in Customer Support, Customer Success, or Service Operations.
• 2+ years in a people leadership role.
• Proven experience leading pilot accounts, new program launches, or process rollouts, with demonstrated impact in driving and standardizing scalable workflows.
• Experience in a "Hybrid" environment: You have experience managing teams that handle both "keep the lights on" operations and special projects.
• Familiarity with tools such as Salesforce (SFDC), Genesys, spreadsheets, dashboards, and project tracking platforms
• Willingness to follow graveyard shift, weekends, holidays, and occasional shift changes