Manager, Success Operations

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 Manager of Success Operations to serve as both a strategic partner and operational builder for our Success organization. In this role, you will translate ambitious marketplace goals into rigorous execution. You won’t just manage tools; you will own the business logic and infrastructure that powers our growth, specifically headcount forecasting, tech stack optimization, and deploying AI automation to scale fulfillment workflows. You will lead a team of operators and analysts to bridge the gap between product capabilities and customer needs, ensuring our staffing models and processes drive measurable retention and revenue outcomes.

What you'll do

• Develop the operational strategy that enables our Customer and Pro Success teams to maximize their impact on revenue, activation, and retention.

• Own headcount and capacity forecasting models, translating complex supply and demand signals into precise staffing plans and budget requirements for Finance and Leadership.

• Deploy AI automation and optimize the tech stack to reduce manual friction, increase agent efficiency, and scale high-touch interventions like Early Pro Onboarding.

• Drive cross-functional execution by partnering with Product, Product ops, Sales, Service to improve pro retention and ROI.

• Design, Optimize and scale manual fulfillment workflows for emerging partnerships, serving as the bridge between sales commitments and product readiness.

• Establish the business review cadence, transforming raw data into clear executive narratives and actionable directives for frontline managers.

• Lead and up-level a high-performing team of operators and analysts, coaching them to translate marketplace mechanics into rigorous execution and P&L ownership.

In order to be successful, you must bring

• 10+ years in Customer Success Ops, Marketplace Ops, Revenue Ops, BizOps, or similar operational roles.

• Experience working in a marketplace, gig economy platform, or fast moving consumer or SMB facing ecosystem.

• Strong executive presence with proven ability to influence C-level stakeholders, drive strategic decision-making, and translate business vision into executable program strategies.

• Experience building and managing tools and workflows across Salesforce, Gainsight, Looker, or internal systems.

• Demonstrated success leading operators or analysts who work across product and GTM.

• Ability to translate marketplace level problems into clear frameworks and actionable plans.

• Strong analytical background; SQL proficiency preferred.

Expected salary ranges

• For candidates living in Ontario and British Columbia, the expected salary range for the role is currently $120,700.00 - $156,200.00.

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.

#LI-Remote

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: [email protected].

If you are a California resident, please review information regarding your rights under California privacy laws contained in Thumbtack’s Privacy policy available at https://www.thumbtack.com/privacy/.

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.