Experiments Team Manager
New
Remote, PhilippinesFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 3–5+ years of experience in Customer Support, Customer Success, or Service Operations. 2+ years in a people leadership role.
- Required Skills
- Salesforce
Requirements
- 3–5+ years of experience in Customer Support, Customer Success, or Service Operations.
- 2+ years in a people leadership role.
- Proven experience leading pilot accounts, new program launches, or process rollouts, with demonstrated impact in driving and standardizing scalable workflows.
- Experience in a "Hybrid" environment: You have experience managing teams that handle both "keep the lights on" operations and special projects.
- Familiarity with tools such as Salesforce (SFDC), Genesys, spreadsheets, dashboards, and project tracking platforms.
- Willingness to follow graveyard shift, weekends, holidays, and occasional shift changes
Responsibilities
- Lead and mentor a team of frontline specialists, providing coaching on customer service best practices, efficiency, and quality.
- Set clear KPIs for manual workflows (e.g., volume, accuracy, turnaround time) and ensure the team meets or exceeds them.
- Lead the team through shifts in scope; keep morale high even as tasks change from manual execution to potential experiment-based work.
- Foster a culture of curiosity, accountability, and service excellence that aligns with Thumbtack’s values.
- Oversee the daily distribution and completion of manual tasks, ensuring zero backlog and high accuracy.
- Drive operational excellence by identifying process improvements and eliminating inefficiencies.
- Establish and maintain high standards for all manual work outputs, ensuring they meet the needs of internal stakeholders.
- Ensure frontline teams are equipped with the knowledge, tools, and support they need to deliver best-in-class service.
- Act as the primary liaison between the Experiments Team and partner teams including Product, Commercial Operations, and Partnerships
- Provide regular reporting on team capacity and throughput, and translate frontline feedback into actionable insights for cross-functional partners.
- Track team performance and experiment outcomes, providing structured feedback to stakeholders and leadership.
- Maintain tight feedback loops between frontline insights and cross-functional teams.
- Contribute to strategic planning for future experiments.
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