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 models. This role involves leading a team of senior operations analysts to build scalable processes from the ground up in a fast-paced, ambiguous environment. You will partner across multiple departments to drive execution, define success metrics, and determine the integration of AI-enabled workflows.

Responsibilities

• Set the strategy, tooling, and outcome goals for operations behind growth areas including new partner motions and supply management.
• Serve as the single Commercial Ops liaison to Partnerships, translating growth spikes into staffed and tooled frontline execution.
• Lead cross-functional execution across Success, Partnerships, Product, Data Science, and Finance to resolve dependencies.
• 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 automation.
• 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
• Automation
• 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 is an app that helps millions of people confidently care for and improve their homes through personalized guidance, AI tools, and a hiring experience for local service businesses.