Sr. Manager, Experience

United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Home Services, BiotechnologyIndustries

Requirements

The ideal candidate will possess over 12 years of experience in service design, customer operations, or experience transformation, with at least 5 years in a leadership role. A proven track record of building strong teams and driving organizational change is essential. Demonstrated success in leading large-scale customer journey redesigns that improved business results, customer satisfaction, and operational efficiency in complex service environments is required. Deep expertise in service design methods, journey mapping, systems thinking, and cross-functional collaboration, including hands-on experience setting standards and driving adoption, is necessary. Strong executive presence, excellent communication skills for influencing senior leaders and aligning teams around customer-first strategies, and experience with AI and automation in service contexts with a focus on improving customer experience are also critical.

Responsibilities

This role involves leading Thumbtack's most important customer and agent experience initiatives, managing and growing a team of Experience Architects, and personally driving complex, high-value journey redesigns. The Sr. Manager will be responsible for setting experience design standards, creating frameworks for innovation, and driving service experience improvements to strengthen competitive edge and customer satisfaction. Key duties include developing and leading a team to execute enterprise-level customer and agent journey transformations, defining and implementing service design standards, methods, and governance, and owning the portfolio-level experience strategy and roadmap. The position requires partnering across various departments to connect service design with technology and operations, developing experience design talent through coaching and performance management, and advancing AI-enabled service experiences by shaping automation strategies and prompt designs.

Skills

Customer Experience

Agent Experience

Process Improvement

Program Management

Workforce Management

AI-enabled Automation

Journey Redesign

Strategic Planning

Team Leadership

Operational Excellence

Customer Satisfaction

Thumbtack

Online marketplace connecting consumers with local professionals

About Thumbtack

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 generates revenue by charging professionals for leads, which are inquiries made by customers through the site. This model allows Thumbtack to serve a wide range of customers across the U.S., making it easier for them to find and hire local service providers.

San Francisco, CaliforniaHeadquarters

2008Year Founded

$680.3MTotal Funding

DEBTCompany Stage

Consumer Software, Consumer GoodsIndustries

1,001-5,000Employees

Benefits

Remote Work Options

Paid Holidays

Phone/Internet Stipend

Mental Health Support

Risks

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.

Differentiation

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.

Upsides

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.

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