Full-Time

Director – Service Operations

Posted on 12/21/2024

Thumbtack

Thumbtack

1,001-5,000 employees

Online marketplace connecting consumers with local professionals

Consumer Software
Consumer Goods

Compensation Overview

$149.9k - $215.6kAnnually

Expert

Remote in USA

Can live and work from any approved location across the United States, Canada, or the Philippines.

Category
Inventory Management
Production Planning & Scheduling
Procurement & Sourcing
Quality Control & Compliance
Supply Chain Management
Transportation & Distribution
Warehouse Operations
Operations & Logistics

You match the following Thumbtack's candidate preferences

Employers are more likely to interview you if you match these preferences:

Degree
Experience
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.

Thumbtack connects consumers with local professionals for various services through its online marketplace. Users can find professionals like plumbers, electricians, and landscapers by searching the platform, comparing prices, reading reviews, and booking services directly. The platform offers cost estimates based on numerous bids from professionals, helping consumers understand potential service costs. Thumbtack differentiates itself by charging professionals for leads, meaning they pay when a customer contacts them, regardless of whether they secure the job. The goal of Thumbtack is to simplify the process of finding and hiring local service providers, making it easier for consumers to access the help they need.

Company Stage

Debt Financing

Total Funding

$680.3M

Headquarters

San Francisco, California

Founded

2008

Growth & Insights
Headcount

6 month growth

0%

1 year growth

2%

2 year growth

0%
Simplify Jobs

Simplify's Take

What believers are saying

  • Partnership with OfferUp expands market reach and customer base.
  • $75 million financing boosts technology investment and service expansion.
  • Experienced leaders enhance legal and user research capabilities, improving trust and experience.

What critics are saying

  • Increased competition from OfferUp could dilute Thumbtack's market share.
  • Dependency on RentRedi partnership may risk customer acquisition dynamics.
  • Reliance on external funding could be risky if market conditions change.

What makes Thumbtack unique

  • Thumbtack connects users with 300,000 local service businesses across the U.S.
  • The platform offers personalized guidance and cost estimates for various home services.
  • Thumbtack charges professionals for leads, ensuring a straightforward revenue model.

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Benefits

Remote Work Options

Paid Holidays

Phone/Internet Stipend

Mental Health Support

INACTIVE