高级成功运营经理
Sr. Manager, Success Operations
### **Thumbtack 帮助数百万用户自信地照顾他们的家。**
Thumbtack 是您需要的唯一应用，用于维护和改善您的家——从个性化指导到 AI 工具以及一流的招聘体验。每天在美国每个县，人们都依靠 Thumbtack 完成紧急维修、季节性维护和更大的改进项目。我们帮助房主知道该做什么项目、何时做以及从我们不断增长的 30 万本地服务企业社区中聘请谁。如果创造影响激励你，加入我们吧。想象一下我们将一起打造什么。
### 关于成功运营团队
成功运营决定了 Thumbtack 成功组织的运作方式。我们设计帮助专业人士和客户快速且可预测实现价值的战略、计划和流程。我们的团队与销售、成功、服务、合作伙伴关系、产品、数据科学和财务部门合作，创建清晰度、一致性以及保持市场健康的运营节奏。
我们专注于建立可靠的流程，定义明确的成功指标，生成指导决策的见解，并推动跨职能执行以改善市场结果。我们的工作确保成功组织一致运作，有效扩展，并为市场双方带来有意义的影响。
### 关于这个职位
我们正在寻找一位高级成功运营经理，负责支持我们在人工运营、合作伙伴实验以及服务于整个成功的更广泛实验功能的前线团队的策略、工具和流程。您将领导一支高级运营分析师团队，并向成功运营总监汇报。这个职位是关于将混乱变得有条理：您适应高度创业、高度模糊、高度灵活的环境，并从零开始构建新流程，而不是优化一个已经稳定运行的项目。您将决定 AI 在哪里真正减少人工负担，以及在哪里需要人类保持在流程中。您还将塑造团队能力、领导力效果和人才决策，以在成功领域扩展这项工作。
### **您将负责**
- 为我们的主要增长领域背后的运营设定策略、工具和成果目标：推出并扩展新的合作伙伴举措，保持合格专业人士的供应准备就绪
查看英文原文
### **Thumbtack helps millions of people confidently care for their homes.**
Thumbtack is the one app you need to take care of and improve your home — from personalized guidance to AI tools and a best-in-class hiring experience. Every day in every county of the U.S., people turn to Thumbtack to complete urgent repairs, seasonal maintenance and bigger improvements. We help homeowners know which projects to do, when to do them and who to hire from our growing community of 300,000 local service businesses. If making an impact inspires you, join us. Imagine what we’ll build together.
### About the Success Operations Team
Success Operations shapes how Thumbtack’s Success organization runs. We design the strategies, programs, and processes that help pros and customers realize value quickly and predictably. Our team partners across Sales, Success, Service, Partnerships, Product, Data Science, and Finance to create clarity, alignment, and an operating rhythm that keeps the marketplace healthy.
We focus on building reliable processes, defining clear success metrics, generating insights that guide decisions, and driving the cross functional execution needed to improve marketplace outcomes. Our work ensures the Success organization operates consistently, scales effectively, and delivers meaningful impact for both sides of the marketplace.
### About the role
We are looking for a Sr. Manager of Success Operations to own the strategy, tooling, and process that support our frontline teams across Manual Ops, Partnership Experiments, and the broader Experiments function that serves all of Success, plus the supply health model and levers that keep pro supply ready as more partners come online. You’ll lead a team of senior operations analysts and report to the Director of Success Operations. This role is about bringing structure to chaos: you're comfortable working in a highly entrepreneurial, highly ambiguous, highly versatile environment and building new processes from the ground up, rather than optimizing an already steady-state program. You'll decide where AI genuinely reduces manual load and where a human needs to stay in the loop. You will also shape team capabilities, leadership effectiveness, and talent decisions required to scale this work across Success.
### **What you’ll do**
- Set the strategy, tooling, and outcome goals for the operations behind our biggest growth areas: launching and scaling new partner motions, keeping the supply of qualified pros ready, running the hands-on fulfillment that ensures jobs get matched and completed, and driving the test-and-learn engine that improves programs across Success.
- Serve as the single Commercial Ops liaison to Partnerships, translating new partner commitments and growth spikes into staffed, tooled, supply-ready frontline execution.
- Lead execution across Success, Partnerships, Product, Data Science, and Finance, resolving dependencies and adapting priorities as partner volume and supply needs change.
- Oversee the supply health model, dashboard, and levers, directing where to acquire, reactivate, or adjust pricing and job-fit while giving leaders a clear view of coverage, gaps, and required actions.
- Own headcount and capacity forecasting, business reviews, and executive narratives that translate fulfillment and supply signals into staffing plans and actionable directives.
- Set the test-and-learn strategy for fulfillment approaches, go-to-market motions, AI-enabled workflows, and automation, determining when to pilot manually and when to invest in scalable solutions.
- Lead and evolve a high-performing team of senior individual contributors, and/or operations analysts through strategic hiring, coaching, performance management, role clarity, and team-composition decisions.
### **In order to be successful, you must bring**
- 7+ years in Customer Success Operations, Marketplace Operations, Revenue Operations, Business Operations, or similar roles, including experience managing senior individual contributors.
- A background that blends strategic thinking with hands-on operations (for example strategy and operations, management consulting, or a GM or founder role), with a track record of breaking down ambiguous, high-complexity problems and turning them into clear, executable plans.
- Experience in a two-sided marketplace, gig economy platform, or fast-moving consumer/SMB ecosystem, ideally one that was supply-constrained or required balancing supply and demand.
- Track record of standing up a new operational motion under time pressure, shipping an imperfect version fast and iterating rather than waiting for a fully built system.
- Quantitative fluency: comfortable enough with coverage ratios, propensity or probability-based models, or similar frameworks to direct someone building one and sanity-check their output yourself.
- Hands-on experience shipping an AI-enabled workflow or automation in an operations context, including the judgment to know when automation isn't the right call.
- Strong executive presence and a track record of changing senior stakeholders' minds with data rather than title or authority.
### **Expected salary ranges**
- For candidates living in San Francisco / Bay Area, San Jose, New York City, or Seattle metros, the expected salary range for the role is currently $190,400 - $246,400.
- For candidates living in Austin, TX or Washington DC metros or in California, Massachusetts, New Jersey, or Washington states, the expected salary range for the role is currently $171,700 - $222,200
- For candidates living in all other US locations, the expected salary range for this role is currently $161,500 - $209,000
Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role.
Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law.
Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: [recruitingops@thumbtack.com](mailto:recruitingops@thumbtack.com).
For information about how Thumbtack collects, uses, and shares personal information about job applicants, please see our [Job Applicant Privacy Policy](https://www.thumbtack.com/job-applicant-privacy-policy).
We put as much craftsmanship into candidate safety as we do into the hiring experience itself. While scammers may try to impersonate our team, we’ll never ask you for money, banking info, or SSNs during hiring. [Check out our blueprint on how to spot the fakes.](https://careers.thumbtack.com/recruiting-scams)