Senior Service Operations Leader

16 hours ago


Toronto, Ontario, Canada Thumbtack Full time

Thumbtack is a virtual-first company, meaning you can live and work from anywhere in the United States, Canada or the Philippines. We're looking for a Senior Service Operations Leader to play a pivotal role in setting the vision, designing strategies, and implementing initiatives that create 'wow' experiences in the lives of Thumbtack's pros and customers.

The ideal candidate will have 10+ years of experience in service strategy, success, or operation roles with at least 5+ years managing teams. They should possess analytical rigor and strong critical thinking to shape strategy that gets buy-in from stakeholders and teams. A track record of instituting and improving processes that has led to lasting, measurable service impact is also required.

In this role, you'll oversee a team of ~20 service operations analysts, program managers, and senior managers. You'll advocate for customer needs and move with urgency to drive solutions that improve end-to-end service experience while balancing cost and sustainability. You'll develop and enhance KPIs and benchmarks to measure service quality and operational efficiency and implement system, process, and operating rhythms to keep the team focused.

You'll serve as a trusted advisor and strategic thought leader to Thumbtack executives, driving insights and integrating service operations into broader company initiatives. The salary for this position is estimated to be around $175,000 per year, considering the location and industry standards.

We offer a range of benefits, including remote work options, flexible hours, and opportunities for professional growth and development. If you're passionate about delivering exceptional customer experiences and leading high-performing teams, we encourage you to apply for this exciting opportunity.



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