Senior Partner Account Manager
Salesforce
Service Manager
Thumbtack
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇵🇭 Philippines
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Lead, coach, and develop team members through regular 1:1s, huddles, and calibrations; create personalized development plans and provide ongoing feedback to help each person reach their full potential.
- Drive team performance and quality by monitoring KPIs, addressing performance issues, managing escalations, and ensuring consistent adherence to policies and service standards.
- Foster an inclusive, high-trust culture that reflects Thumbtack’s values—encouraging collaboration, engagement, and psychological safety where team members feel empowered to share ideas and suggestions.
- Communicate clearly and consistently by cascading updates, goals, and company programs in a timely and transparent manner, ensuring alignment across the team.
- Collaborate cross-functionally with partners across Operations, Training, QA, Workforce Management, Analytics, and HR to resolve issues, improve workflows, and maintain smooth daily operations.
- Manage core people operations including performance reviews, compensation discussions, coaching documentation, and accurate timekeeping to ensure compliance and fairness.
- Identify trends and drive continuous improvement by surfacing insights, refining KPIs and processes, and contributing to key projects that enhance operational efficiency and team effectiveness.
Requirements
- At least 4 years of professional experience in the BPO, shared services, or similar industry, 3 years of which have been spent in a leadership capacity/level
- Strong preference for those with experience in managing both voice and non-voice account handling SMS, Chat, and Email contacts
- Previous experience in handling a team with sales and customer service focus metrics - CSAT, Sales, AHT, and Quality
- Working on operations or projects that involve supporting and resolving issues in online marketplaces, communities, e-commerce, and or consumer/app products
- Ability to communicate effectively in English
- Willingness to work during the graveyard shift, holidays, weekends, and rotating rest days
- Comfortable working in a fast-paced tech startup environment
- Experience using Salesforce and Teleopti is preferred but not required
- Experience in project management
- Background and/or training in process improvement methodologies such as Lean or Six Sigma
- Background and/or training in COPC
Benefits
- 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 will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
performance managementKPI monitoringprocess improvementproject managementcustomer service metricssales metricsCSATAHTquality assuranceaccount handling
Soft skills
leadershipcoachingcommunicationcollaborationproblem-solvingteam developmentcultural inclusivityengagementpsychological safetyfeedback
Certifications
LeanSix SigmaCOPC
