Job Application for Experiments Team Manager at Thumbtack New Experiments Team Manager Remote, Philippines Apply Thumbtack helps millions of people confidently care for their homes. Thumbtack is the one app you need to take care of and improve your home — from personalized guidance to AI tools and a best-in-class hiring experience. Every day in every county of the U.S., people turn to Thumbtack to complete urgent repairs, seasonal maintenance and bigger improvements. We help homeowners know which projects to do, when to do them and who to hire from our growing community of 300,000 local service businesses. If making an impact inspires you, join us. Imagine what we’ll build together. About the Experiments Team The Experiments Team at Thumbtack is a dynamic group responsible for executing critical service models and manual workflows that support our customers and pros through new initiatives. We act as a flexible resource for the company—handling specialized manual tasks, piloting new tools and models, and partnering closely with Product, Commercial Operations, and Partnerships to ensure Thumbtack’s most vital initiatives are executed with precision.
About
the Role We’re looking for an experienced, people-first manager to lead a team of Experiments Specialists. While this role sits within the Experiments organization, your initial focus will be on driving high-quality execution of manual operational tasks and customer service delivery. This is a unique "builder" role. You will manage the day-to-day output of a frontline team while remaining highly adaptable to changing business needs. Whether
the team is performing repetitive manual tasks or transitioning into more complex pilots, you will ensure
the team remains high-performing, flexible, and deeply focused on the customer and pro experience. This role requires operational rigor, strong stakeholder management, and a passion for developing both people and processes in a fast-paced, evolving environment. What you’ll do Team Leadership & Service Excellence Lead and mentor a team of frontline specialists, providing coaching on customer service best practices, efficiency, and quality. Set clear KPIs for manual workflows (e.g., volume, accuracy, turnaround time) and ensure
the team meets or exceeds them. Lead
the team through shifts in scope; keep morale high even as tasks change from manual execution to potential experiment-based work. Foster a culture of curiosity, accountability, and service excellence that aligns with Thumbtack’s values. Operational Execution Oversee the daily distribution and completion of manual tasks, ensuring zero backlog and high accuracy. Drive operational excellence by identifying process improvements and eliminating inefficiencies. Establish and maintain high standards for all manual work outputs, ensuring they meet the needs of internal stakeholders. Ensure frontline teams are equipped with the knowledge, tools, and support they need to deliver best-in-class service. Cross-Functional Collaboration Act as the primary liaison between the Experiments Team and partner teams including Product, Commercial Operations, and Partnerships Provide regular reporting on team capacity and throughput, and translate frontline feedback into actionable insights for cross-functional partners. Program Management & Reporting Track team performance and experiment outcomes, providing structured feedback to stakeholders and leadership. Maintain tight feedback loops between frontline insights and cross-functional teams. Contribute to strategic planning for future experiments. In order to be successful, you must bring 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, with demonstrated impact in driving and standardizing scalable workflows. Experience in a "Hybrid" environment: You have experience managing teams that handle both "keep the lights on" operations and special projects. Familiarity with tools such as Salesforce (SFDC), Genesys, spreadsheets, dashboards, and project tracking platforms Willingness to follow graveyard shift, weekends, holidays, and occasional shift changes 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 also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law. Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: [email protected] . If you are a California resident, please review information regarding your rights under California privacy laws contained in Thumbtack’s Privacy policy available at https://www.thumbtack.com/privacy/ . We put as much craftsmanship into candidate safety as we do into the hiring experience itself. While scammers may try to impersonate our team, we’ll never ask you for money, banking info, or SSNs during hiring. Check out our blueprint on how to spot the fakes. Apply for this job * indicates a required field First Name * Last Name * Preferred First Name Email * Phone Country * Phone * Location (City) * Locate me Resume/CV * Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf Cover Letter Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf LinkedIn Profile Website Please run a speed test via tack.speedtestcustom.com and paste below the link to the result. * As we are now 100% remote, we would like to know if you have the minimum system
requirements for you to be able to do work at home. Go to this link to do the speed test. Please do a right click to open the link in a new tab. Run the test three times, and submit the third result. This role is open only to candidates who are currently residing anywhere in the Philippines. Are you authorized to work in the said country? * Select... Briefly share your experience leading a team of Customer Service agents (voice support) in the BPO/shared services industry using this format: total years of team leadership experience – accounts/industries supported (e.g. travel, retail, telco, etc.) - additional non-CS experience, if any (tech support, sales, retention, collections, etc.) Write N/A if no relevant experience yet. Example: 10 Yrs Team Leader - Tech, Telco - Sales, Tech Support * Which option best describes your experience in launching a new program/account/line of business? * Select... Which statement best describes your project management experience with in operations? * Select... We want to be sure this position is a good match! Are you comfortable with night shifts, weekends, rotating schedules, and occasional holiday work? Our shifts generally follow US hours. * Select... Should your application be successful, are you amenable to starting on June 8, 2026? * Select... Have you worked in Thumbtack Philippines before? If yes, please specify your role and the dates of your employment. * Do you have any relatives or any person that you are in a familial relationship with who is currently employed or has an active application at Thumbtack? If yes, indicate the name of the employee/s or applicant/s (please indicate the job they applied to) and the nature of your relationship with them. * “Familial relationship” within the context of this question means you and a current employee being in a relationship as a spouse, romantic partner, domestic partner, father, mother, sibling, child, uncle, aunt, nephew, niece, cousin, grandparent, or grandchild, or any of those relationships arising as a result of marriage (e.g. brother-in-law). Note: Failure to disclose this information in this application form may affect your candidacy for this role, or can be a cause of corrective action as indicated in our discipline manual, once hired. By joining Thumbtack, would there be any conflict of interest with your current or last employer or employment agreement (this includes non-compete clause, dual corporate/freelance employment, similar business, etc.)? If yes, please elaborate below. * Note: Failure to disclose this information in this application form may affect your candidacy for this role, or can be a cause of corrective action as indicated in our discipline manual, once hired. By ticking the box/signing and submitting your application, you explicitly and unambiguously consent to the collection, processing, and storage of your personal data by TSSP for the purposes described in this Privacy Notice. * Select... Please ensure that you have completely read and comprehend the terms in this document . Thumbtack currently supports remote work in a number of locations across the United States, Ontario and the Philippines. Using the drop down list below, please select the location you intend to work from. If you are not currently located in or able to work from a location listed below, please select "Location not listed." * Select... Location If you selected "Location not listed" above, please use the text box below to let us know where you intend to work from. Location Submit application Powered by Greenhouse
