Have you ever tried to hire a plumber? How about a house cleaner? If you have, chances are it took you way longer than it should. In the era of instant-everything, you shouldn’t have to waste an entire afternoon researching, calling and vetting local service professionals whenever you need one. The market for hiring them is huge — $1 trillion in the US alone — but the process is inefficient and largely offline. 

Thumbtack is transforming this experience end-to-end, building a marketplace that matches millions of people with local pros for almost any project. In making these connections, not only do our customers get more done every day, our pros are able to grow their businesses and make a living doing what they’re great at.

These customers and pros come from all walks of life and every county in the country. We want our team to reflect that. If you come from an underrepresented background in tech, we strongly encourage you to apply. We challenge ourselves every day to make this a place where you can thrive just the way you are, so we can build a product that does the same for our customers and pros.

About the Product Operations Team

As part of the Product Operations team, you’ll be at the intersection of our user sentiment and all other internal teams. The Product Operations team is tasked to provide contextual feedback across Thumbtack to understand how we can better attract, engage, and retain professionals and customers. This fast-paced team uses a combination of proactive outreach and user-driven approaches to collect, track, prioritize, and size user feedback and bugs to meet our core objective of improving user sentiment.

About the Role

The Senior Manager, Product Operations role is primarily focused on improving user sentiment on Thumbtack. They will do this by implementing - and continuously improving - a strategy to gather user feedback, identify trends in data, and clearly communicate key drivers to the appropriate cross functional teams. This person is ultimately responsible for improving user sentiment as measured by net-promoter score (NPS). To be successful, the Senior Manager, Product Operations will improve listening posts for both product users and the front-line teams who frequently interact with those users (i.e. Sales, Success, Trust/Safety, and Support) to ensure each has a voice in the product development cycle. Through those inputs, they will need to quickly become the resident expert on user sentiment and understand what the primary drivers are. Finally, they will need to become a trusted cross functional partner to our Product, Engineering, Go-To-Market, Analytic, and other Experience/Operation teams to ensure the products, features, and communications they deliver address and improve user sentiment.

Remote through at least July 2021

Responsibilities

  • Leadership. Provide direct supervision and guidance around how to deliver operational objectives. Own personal and career development of direct reports including hiring, engagement, and retention of the team. Spend dedicated time on career coaching and empowering direct reports as well as mentoring others in the business.
  • Alignment and visibility. Strong decision maker that acts as the knowledge hub for user sentiment, perpetually informed and ready to answer questions on in-flight work, launches, and known issues for all cross functional teams. Facilitate relevant and clear communication between other disciplines.
  • Amplify the user’s voice. Owner of various “voice of user” forums and key driver reports. Directly responsible for improved user sentiment over time. Expert in and continuously improving how we measure and report on user sentiment. Oversees the establishment of new user listening posts and/or improving current listening posts to understand key drivers of user sentiment.
  • Clear Communicator. Takes complex problems and communicates them simply and clearly. Moves beyond simply sharing anecdotes by fully quantifying your findings, and becoming a trusted advisor. Does not focus only on data itself, but also strategically thinks about how topics fit into the larger picture.
  • Understand opportunities deeply. When the data available isn’t enough to get the full picture, work cross-functionally with Experience Research, Trust/Safety, Customer Support, Success, Sales, and other teams to build out the rest of the story and become an expert in user problems.
  • Influence the roadmap. Distill qualitative and quantitative data and effectively communicate findings to the correct team through the use of concise and impactful reports that represent the needs, desires, and pains of the user.
  • Collaborate on product development. Frequently and actively participate in the design and development of product features, leveraging your deep expertise in your users’ needs and attitudes to guide ideas toward optimal solutions.

Must-Have Qualifications 

If you don't think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.

  • 3+ years’ experience leading a team and a reputation for attracting, engaging, developing, and retaining top talent
  • 5+ years’ experience working in product management, product marketing, product operations, or program management; you understand the fundamentals of measuring user sentiment and delivering products that create value for users
  • Strong interpersonal skills; you are an active listener who focuses on team work, but is also independently self-motivated, responsible, and dependable
  • Communication; you have strong experience building relationships with internal stakeholders and telling the user story in a compelling way
  • Strong analytical skills with proficiency in accessing and manipulating data (SQL, Excel, Stata, R, Python, etc); you know how to get your hands on data and use it to answer questions and you have a working knowledge of statistical concepts
  • Curiosity; you help uncover the “why,” especially on points of potentially high impact
  • User empathy; you understand that the most beautiful products in the world fail if they don’t solve real problems for their users

Nice-to-Have Qualifications

  • Master’s or advanced degree
  • Understanding of research tools and methodologies; you have been part of teams developing research projects from ideation through reporting and are familiar with various quantitative and qualitative research techniques and tools
  • 5+ years’ experience leading a team and a reputation for attracting, engaging, developing, and retaining top talent
  • 7+ years’ experience working in product management, product marketing, product operations, or program management; you understand the fundamentals of measuring user sentiment and delivering products that create value for users

More About Us

Thumbtack is a local services marketplace – one of the largest in the U.S. – that helps millions of people hire local professionals. With hundreds of unique service categories, customers can find a Thumbtack pro for almost anything: landscapers, DJs, personal trainers, even piano teachers. And in making these connections, we empower local pros too. Helping them get new customers and make a living doing what they’re great at.

Founded in 2008 and headquartered in San Francisco, Thumbtack is backed by over $400 million in investment from Sequoia Capital, CapitalG, Tiger Global Management, Javelin Investment Partners and Baillie Gifford. 

Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

The California Consumer Privacy Policy Act (the "CCPA") obligates covered businesses to disclose to consumers (including employees and job applicants), at or before the point of collecting personally identifiable information ("PII"), the categories of PI to be collected and the purposes for which the categories of PI shall be used. 

In the course of the job application process, we may collect the following categories of PI for the purposes of evaluating you as a job applicant: 

  • Identifiers such as a real name, alias, postal address, unique personal identifier, online identifier, Internet Protocol address, email address, account name, driver’s license number, passport number, social security number, or other similar identifiers;
  • Professional or employment-related information. 

We will not collect any additional categories of personal information or use your personal information collected for any other purpose without providing you with additional notice consistent with the CCPA.

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At Thumbtack, we’re building more than a product. We’re building local economies and stronger communities. Leveling the playing field so even the smallest of businesses has a fair shot at success. And we believe diversity is essential to making this happen. We use your answers below to better understand who is interested in joining the team and whether we’re considering a diverse group of people for our open roles. Your response will be confidential, and neither your answers nor your participation or non-participation will affect our consideration of your candidacy.

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