Deskripsi Pekerjaan
Are you a visionary leader who thrives in fast-paced, experimental environments? Thumbtack Philippines is seeking a dynamic Experiments Team Manager to spearhead our frontline operations and pilot programs. In this pivotal role, you will be the driving force behind service excellence, translating innovative ideas into actionable customer experiences that scale.
As an Experiments Team Manager, you will lead a high-performing team tasked with testing new workflows, gathering frontline feedback, and refining Thumbtack’s service ecosystem. You won't just manage a team; you will mentor and coach a group of problem-solvers who are at the cutting edge of our platform's evolution. If you possess a data-driven mindset, a passion for operational efficiency, and the ability to influence cross-functional stakeholders, we want to hear from you.
Join us at Thumbtack as we redefine the way homeowners connect with service professionals across the globe.
Tanggung Jawab
- Lead and mentor a frontline team dedicated to operational pilots and experimental service workflows.
- Analyze performance data from pilot programs to provide actionable insights for continuous process improvement.
- Collaborate with product and engineering teams to bridge the gap between frontline feedback and technical implementation.
- Drive service excellence by establishing robust quality standards and best practices for new customer experience initiatives.
- Manage end-to-end project timelines, ensuring pilot programs are executed on schedule and within performance targets.
- Foster a culture of innovation and agility within the team, encouraging creative problem-solving and rapid testing.
- Prepare regular reports for executive leadership on key performance indicators (KPIs) and project milestones.
Kualifikasi
- Bachelor’s degree in Business Administration, Management, or a related field.
- Minimum of 3-5 years of experience in team management, ideally within a BPO, tech-enabled, or customer service environment.
- Proven track record of managing projects or pilot programs with measurable success.
- Strong analytical skills with the ability to interpret complex data sets into actionable strategies.
- Exceptional verbal and written communication skills to influence stakeholders at all levels.
- High level of adaptability and comfort with ambiguity in a rapidly evolving business environment.
- Proficiency in CRM tools, project management software (Jira, Asana, etc.), and data visualization tools (Tableau, Looker, or Excel).