Sr. Manager, Success Operations

About the role

The Sr. Manager of Success Operations will own the strategy, tooling, and processes supporting frontline teams across manual operations, partnership experiments, and supply health. This role involves leading a team of senior operations analysts to bring structure to ambiguous environments and driving cross-functional execution to improve marketplace outcomes. You will decide where AI reduces manual load and shape the team's capabilities to scale effectively.

Responsibilities

• Set the strategy, tooling, and outcome goals for operations behind growth areas including new partner motions and supply readiness.
• Serve as the single Commercial Ops liaison to Partnerships, translating growth spikes into staffed, tooled, frontline execution.
• Lead execution across Success, Partnerships, Product, Data Science, and Finance, resolving dependencies and adapting priorities.
• Oversee the supply health model, dashboard, and levers to direct acquisition, reactivation, and pricing adjustments.
• Own headcount and capacity forecasting, business reviews, and executive narratives to translate signals into staffing plans.
• Set the test-and-learn strategy for fulfillment approaches, go-to-market motions, and AI-enabled workflows.
• Lead and evolve a high-performing team of senior individual contributors through strategic hiring, coaching, and performance management.

Required skills

• Customer Success Operations
• Marketplace Operations
• Revenue Operations
• Business Operations
• Strategic planning
• Quantitative analysis
• AI-enabled workflows
• Executive presence

Qualifications

• 7+ years in Customer Success Operations, Marketplace Operations, Revenue Operations, Business Operations, or similar roles
• Experience managing senior individual contributors
• Experience in a two-sided marketplace, gig economy platform, or fast-moving consumer/SMB ecosystem

About the Company

Thumbtack helps millions of people confidently care for their homes through personalized guidance, AI tools, and a hiring experience for local service businesses. The company supports a growing community of 300,000 local service businesses across the U.S.