Sr. Manager, Success Operations

Thumbtack is hiring a full-time Sr. Manager, Success Operations to lead strategy, tooling, processes, and operational programs supporting its Success organization. This is a virtual position open to candidates in the United States.

The Sr. Manager will lead a team of senior operations professionals and report to the Director of Success Operations. The role focuses on building scalable operational systems across Manual Operations, Partnership Experiments, the broader Success experimentation function, and the supply-health programs that ensure qualified service professionals are available as Thumbtack expands its partner ecosystem.

You will set operational strategy, tooling, and outcome goals for major growth initiatives, including new partner programs, supply readiness, hands-on fulfillment, and experimentation across Success. You will serve as the primary Commercial Operations partner to the Partnerships organization, translating new partner commitments and changes in demand into appropriate staffing, tooling, and frontline execution.

The position works cross-functionally with Success, Partnerships, Product, Data Science, Finance, Sales, and other teams to resolve dependencies and adjust priorities as marketplace conditions change.

You will oversee Thumbtack’s supply-health model, dashboards, and operational levers, helping determine where the company should acquire or reactivate service professionals and where pricing or job-fit adjustments may be needed. The role also owns headcount and capacity forecasting, business reviews, and executive-level reporting that translates marketplace and fulfillment signals into actionable staffing and operating plans.

Experimentation and AI-enabled operations are significant components of the position. You will establish test-and-learn strategies for fulfillment approaches, go-to-market motions, AI-enabled workflows, and automation. This includes determining when manual experimentation is appropriate, when scalable automation should be introduced, and when human judgment should remain in the loop.

As a people leader, you will develop a high-performing team of senior individual contributors and operations analysts through hiring, coaching, performance management, role definition, and team-composition decisions.

Candidates need 7+ years of experience in Customer Success Operations, Marketplace Operations, Revenue Operations, Business Operations, or a comparable field, including experience managing senior individual contributors.

Thumbtack seeks candidates who combine strategic thinking with hands-on operational execution and have experience turning ambiguous, complex problems into practical plans. Experience within a two-sided marketplace, gig-economy platform, or fast-moving consumer/SMB ecosystem is particularly relevant.

Candidates should also have quantitative fluency with concepts such as coverage ratios and probability-based models, experience establishing new operational programs under time pressure, and hands-on experience shipping AI-enabled workflows or automation in an operations environment.

Strong executive communication and the ability to influence senior stakeholders through data are also required.

The position has location-based U.S. salary ranges. Candidates in the San Francisco/Bay Area, San Jose, New York City, or Seattle metro areas have an expected salary range of $190,400–$246,400 USD. Candidates in Austin or Washington, D.C. metro areas, or elsewhere in California, Massachusetts, New Jersey, or Washington state, have an expected range of $171,700–$222,200 USD. Candidates in other U.S. locations have an expected range of $161,500–$209,000 USD.