Thumbtack

Manager

• 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.

Senior Manager, Experience

DevOps Engineer

• Design, create, and maintain software and systems to improve the availability, scalability, and efficiency of Thumbtack's services
• Set the architectural direction of infrastructure and platform services while supporting the engineering organization
• Design and implement tools and processes used for deployment, change, service, and infrastructure management
• Troubleshoot and debug critical systems throughout the SDLC
• Contribute to the evolution and performance of capabilities provided to engineering as a platform organization
• Capacity planning and demand forecasting, anticipating performance bottlenecks
• Participate in rotating on-call duties

Software Engineer, Site Reliability Engineering

Events

• Partner with Sr. Events Manager to plan and execute employee gatherings
• Drive logistics for events/offsites: venue sourcing, vendor coordination, on-site support, food & beverage selection, programming guidance, post-event wrap-ups
• Coordinate logistics and work streams across events; grow to own small-to-midsize events end-to-end
• Contribute to playbooks and templates; support strategy and senior-leadership alignment
• Host range of in-person events in the Philippines including TT Connect
• Domestic travel in the Philippines ~ once a quarter; occasional evenings/weekends
• Build planning artifacts: timelines, run-of-show, checklists, registration; maintain workflows/systems (Swoogo, Navan, Ironclad/Coupa)
• Manage vendors, invoices, contracts; collect bids, negotiate, review contracts, ensure POs/invoices processed accurately
• Serve as first point of contact for attendee inquiries; manage travel and registration; draft event communications and post-event recaps
• Onsite operations: manage setup, signage, registration, troubleshooting
• Partner with Employee Experience, People Ops, Comms, Executive Admin to ensure alignment
• Collect feedback and metrics; document learnings and evolve templates/best practices

Senior Events and Offsite Coordinator

iOS Engineer

• Drive iOS feature projects to completion, focusing on the business and customer impact of those projects.
• Break down large projects into concrete deliverables and milestones that make it easy to track progress.
• Work closely with back-end engineers, product managers, designers, data analysts, and other teams to gather feedback, prioritize projects, and deliver solutions.
• Communicate project status to stakeholders, proactively raising potential blockers and other risks.
• Explore new frameworks and processes while discussing when (or when not) to use them.
• Participate in a culture that values thoughtful code reviews and frequent deployments.

Data Scientist

• Design and analyze experiments for product feature development and lifecycle engagement campaigns; collaborate with engineers on improving experimentation tooling
• Conduct analysis into user behaviors, product flows, and business trends; based on the analysis, identify new opportunities and make recommendations on next steps to influence roadmap of the product team
• Build dashboards and track metrics to guide the team’s initiatives and measure the team’s success; investigate changes in metrics and propose action plans
• Collaborate with data engineers in building and improving data infrastructure
• Develop domain knowledge of the team you are on, e.g., how does the payment system work at Thumbtack, details of the payment flow, what are common trust and safety issues and how do we address them
• Contribute to our team and company data culture through peer collaboration, work and knowledge sharing, and interviews, etc.

Data Scientist, Product

• Drive iOS feature projects to completion, focusing on the business and customer impact of those projects.
• Break down large projects into concrete deliverables and milestones that make it easy to track progress.
• Work closely with back-end engineers, product managers, designers, data analysts, and other teams to gather feedback, prioritize projects, and deliver solutions.
• Communicate project status to stakeholders, proactively raising potential blockers and other risks.
• Explore new frameworks and processes and evaluate when to use them.
• Participate in a culture that values thoughtful code reviews and frequent deployments.

• Lead and Develop a High-Performing Team: Directly manage, mentor, and coach Background Check Specialists, fostering a culture of continuous learning, accountability, and professional growth.
• Oversee Background Check Operations: Ensure the efficient and accurate adjudication of background check results for our professionals, maintaining consistency in eligibility decisions.
• Manage Identity Verification & Data Privacy: Oversee and ensure the accurate and timely processing of data deletion and retrieval requests in compliance with consumer rights and U.S. privacy laws.
• Strategic Cross-Functional Partnership: Collaborate closely with Legal, Sales, Support, and other key cross-functional teams to align on background check and data privacy policies, processes, and training initiatives.
• Operational Excellence & Performance Management: Set clear team objectives (OKRs/KPIs), monitor performance, provide constructive feedback, and report on team success and operational insights to senior leadership.

Background Check Manager

Program Manager

• Build the Service Ops intake and portfolio engine, defining how initiatives get scored, prioritized, resourced, and sequenced each quarter so nothing slips through the cracks and the portfolio tracks to OKRs.
• Own the flagship programs, personally leading the complex, high-visibility efforts (eg a new support-ticket triage model, an agent-onboarding revamp, or a self-service portal upgrade) while delegating various program initiatives to your team.
• Design and scale governance by standing up executive dashboards, steering cadences, health checks, and stage gates that give leaders clear portfolio-level visibility and decision points.
• Coach and grow your team through mentorship of a few program managers across U.S. and Philippines time zones; set goals, give real feedback, and build capability for repeatable delivery.
• Solve cross-team coordination challenges by facilitating working sessions between GTM and Commercial Ops departments, creating shared project timelines, establishing communication protocols, and intervening when programs get stuck.
• Drive continuous improvement via use of metrics (cycle time, on-time delivery, adoption, customer impact) to spot bottlenecks, predict future capacity needs, refine playbooks, and make recommendations for improving program success rates across Service Ops.
• Lead change management by piloting program management software, making new processes and tools stick through clear comms, training, and follow-through; reduce rollout risk and shorten time-to-adoption.

Senior Manager, Experience

Software Engineer, Site Reliability Engineering

Senior Events and Offsite Coordinator

iOS Engineer

Data Scientist, Product

iOS Engineer

Background Check Manager

Senior Manager, Program Management Office (Service Operations)