Experiments Team Manager
New
T
ThumbtackHome Services
Remote, Philippines, Graveyard shift, weekends, holidays, and occasional shift changesFull-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
- Project ManagementData AnalysisSalesforceCustomer supportCustomer Success
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.
- Demonstrated impact in driving and standardizing scalable workflows.
- Experience managing teams that handle both ongoing operations and special projects.
- Familiarity with Salesforce (SFDC) and Genesys.
- Proficiency with 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, such as volume, accuracy, and turnaround time, and ensure targets are met.
- Oversee daily distribution and completion of manual tasks to ensure zero backlog and high accuracy.
- Drive operational excellence by identifying process improvements and eliminating inefficiencies.
- Act as the primary liaison between the Experiments Team and partner teams including Product, Commercial Operations, and Partnerships.
- Provide regular reporting on team capacity, throughput, and experiment outcomes to leadership.
- Maintain feedback loops between frontline insights and cross-functional teams.
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