Sr. Manager, Success Operations

Role Overview

Sr. Manager, Success Operations at Thumbtack. You will own the strategy, tooling, and processes that support Thumbtack’s frontline Success teams across Manual Ops, Partnership Experiments, and the broader Experiments function. You’ll also help keep the pro supply “ready” via a supply health model and levers, while building structure in an ambiguous, fast-changing environment.

Responsibilities

• Set the strategy, tooling, and outcome goals for key growth areas, including:
  • Launching and scaling new partner motions
  • Ensuring supply of qualified pros is ready
  • Hands-on fulfillment to ensure jobs are matched and completed
  • Running the test-and-learn engine to improve Success programs
• Act as the single Commercial Ops liaison to Partnerships by translating partner commitments and growth spikes into staffed, tooled, supply-ready frontline execution.
• Lead cross-functional execution with Success, Partnerships, Product, Data Science, and Finance—resolving dependencies and adapting priorities as demand and supply change.
• Oversee the supply health model, dashboard, and levers, including decisions around acquisition, reactivation, and pricing/job-fit adjustments, and providing leaders visibility into coverage, gaps, and actions.
• Own headcount/capacity forecasting, business reviews, and executive narratives that translate fulfillment and supply signals into staffing plans.
• Define the test-and-learn strategy for fulfillment approaches, go-to-market motions, AI-enabled workflows, and automation—deciding when to pilot manually vs. invest in scalable solutions.
• Lead and evolve a high-performing team (senior individual contributors and/or operations analysts) through strategic hiring, coaching, performance management, role clarity, and team composition.

Requirements

• 7+ years of experience in Customer Success Operations, Marketplace Operations, Revenue Operations, Business Operations, or similar roles.
• Experience managing senior individual contributors.

Nice-to-Haves

• Experience applying AI to reduce manual operational load while keeping humans in the loop.