Deskripsi Pekerjaan
Join Thumbtack's dynamic Experiments Team as a Manager and lead critical service model execution and manual workflows that drive our customer experience excellence. This pivotal role combines strategic oversight with hands-on leadership to optimize service delivery through data-driven experimentation and process innovation. You'll spearhead initiatives that directly impact operational efficiency and client satisfaction while mentoring a high-performing team to achieve measurable outcomes. Your expertise in experimental design and team management will position you at the intersection of service delivery and continuous improvement, making tangible contributions to Thumbtack's mission of connecting customers with trusted professionals.
Tanggung Jawab
- Lead and mentor the Experiments Team in executing critical service models and manual workflows
- Design, implement, and analyze A/B tests and experiments to optimize service delivery
- Develop performance metrics and KPIs to track team effectiveness and experiment outcomes
- Collaborate with cross-functional teams (Product, Engineering, Operations) to align experiments with business goals
- Coach team members on experimental methodologies and data interpretation
- Document experiment protocols, findings, and process improvements
- Drive continuous improvement initiatives in service workflows and operational efficiency
Kualifikasi
- Bachelor's degree in Business, Operations, Data Science, or related field
- 3+ years of experience in team management, preferably in customer service or call center environments
- Proven expertise in experimental design, A/B testing, and data analysis
- Strong leadership skills with experience in mentoring and developing team members
- Excellent analytical abilities with proficiency in data interpretation tools
- Experience with project management methodologies and workflow optimization
- Exceptional communication skills with ability to present complex findings to stakeholders