Sr. Manager, Success Operations

Thumbtack•San Francisco, CA

17d

About The Position

Success Operations shapes how Thumbtack’s Success organization runs. We design the strategies, programs, and processes that help pros and customers realize value quickly and predictably. Our team partners across Sales, Success, Service, Partnerships, Product, Data Science, and Finance to create clarity, alignment, and an operating rhythm that keeps the marketplace healthy. We focus on building reliable processes, defining clear success metrics, generating insights that guide decisions, and driving the cross functional execution needed to improve marketplace outcomes. Our work ensures the Success organization operates consistently, scales effectively, and delivers meaningful impact for both sides of the marketplace. We are looking for a Sr. Manager of Success Operations to own the strategy, tooling, and process that support our frontline teams across Manual Ops, Partnership Experiments, and the broader Experiments function that serves all of Success, plus the supply health model and levers that keep pro supply ready as more partners come online. You’ll lead a team of senior operations analysts and report to the Director of Success Operations. This role is about bringing structure to chaos: you're comfortable working in a highly entrepreneurial, highly ambiguous, highly versatile environment and building new processes from the ground up, rather than optimizing an already steady-state program. You'll decide where AI genuinely reduces manual load and where a human needs to stay in the loop. You will also shape team capabilities, leadership effectiveness, and talent decisions required to scale this work across Success.

Requirements

7+ years in Customer Success Operations, Marketplace Operations, Revenue Operations, Business Operations, or similar roles, including experience managing senior individual contributors.
Experience in a two-sided marketplace, gig economy platform, or fast-moving consumer/SMB ecosystem, ideally one that was supply-constrained or required balancing supply and demand.
Track record of standing up a new operational motion under time pressure, shipping an imperfect version fast and iterating rather than waiting for a fully built system.
Quantitative fluency: comfortable enough with coverage ratios, propensity or probability-based models, or similar frameworks to direct someone building one and sanity-check their output yourself.
Hands-on experience shipping an AI-enabled workflow or automation in an operations context, including the judgment to know when automation isn't the right call.
Strong executive presence and a track record of changing senior stakeholders' minds with data rather than title or authority.
Demonstrated ability to translate ambiguous marketplace-level problems into cross-team strategies, make difficult talent decisions, and build a culture of accountability, feedback, and growth.

Responsibilities

Own the strategy, tooling, processes, and outcome-oriented goals for Manual Ops, Partnership Experiments, Experiments serving the broader Success organization, and the supply health model and levers.
Serve as the single Commercial Ops liaison to Partnerships, translating new partner commitments and growth spikes into staffed, tooled, supply-ready frontline execution.
Lead execution across Success, Partnerships, Product, Data Science, and Finance, resolving dependencies and adapting priorities as partner volume and supply needs change.
Oversee the supply health model, dashboard, and levers, directing where to acquire, reactivate, or adjust pricing and job-fit while giving leaders a clear view of coverage, gaps, and required actions.
Own headcount and capacity forecasting, business reviews, and executive narratives that translate fulfillment and supply signals into staffing plans and actionable directives.
Set the test-and-learn strategy for fulfillment approaches, go-to-market motions, AI-enabled workflows, and automation, determining when to pilot manually and when to invest in scalable solutions.
Lead and evolve a high-performing team of managers, senior individual contributors, and/or operations analysts through strategic hiring, coaching, performance management, role clarity, and team-composition decisions.