Senior HR Business Partner
Zensai
Go
Senior Manager, Experience
Thumbtack
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $151,700 - $241,000 per year
Job Level
Senior
Tech Stack
Go
About the role
- Lead Thumbtack’s most important customer and agent experience initiatives and manage a small team of Experience Architects within Service Operations.
- Personally drive complex, high-value journey redesigns and set experience design standards, methods, and governance (dashboards, satisfaction metrics, efficiency measures).
- Own the portfolio-level experience strategy and roadmap and advise senior leadership on customer experience investments and operational priorities.
- Partner across Commercial Operations, Go To Market, Data Science, Product, and other teams to connect service design with technology solutions and operations.
- Develop and mentor experience design talent through coaching, career development planning, and performance management.
- Advance AI-enabled service experiences by shaping automation strategies, prompt designs, and escalation logic that balance efficiency with human-centered design.
Requirements
- 12+ years in service design, customer operations, or experience transformation (5+ in leadership), with a track record of building strong teams and driving organizational change.
- Proven success leading large-scale customer journey redesigns that improved business results, customer satisfaction, and operational efficiency in complex service environments.
- Deep expertise in service design methods, journey mapping, systems thinking, and cross-functional collaboration, with hands-on experience setting standards and driving adoption.
- Strong executive presence and communication skills with the ability to influence senior leaders, craft compelling design narratives, and align teams around customer-first strategies.
- Experience with AI and automation in service contexts, with demonstrated success designing solutions that improve rather than compromise the customer experience.
