thumbtack - Manager, Operational Foundations
Responsibilities
• Own developer and partner onboarding: Lead the end-to-end intake process from application through launch, defining acceptance criteria, review SLAs, approval workflows, ownership, and handoffs. • Improve onboarding performance: Track application-to-launch time, conversion, drop-off points, and time in stage; identify bottlenecks and drive improvements that reduce time to integration. • Lead integration support: Oversee the team that resolves partner integration issues and establish a clear, prioritized escalation path with Product and Engineering for API issues, bugs, and feature gaps. • Scale the support experience: Build a knowledge base and self-serve troubleshooting resources that improve the partner experience, deflect repeat tickets, and allow support to scale efficiently. • Turn operational insights into product improvements: Report on ticket volume, resolution time, satisfaction, and recurring issue themes; quantify systemic problems and translate them into clear roadmap input for Product and Engineering. • Own Business Development tooling and automation: Set the strategy for Salesforce, Salesloft, ticketing systems, dashboards, API monitoring, and AI-enabled workflows that improve visibility and scale the organization without linear headcount growth. • Lead core Partner Operations functions: Manage and develop a globally distributed team responsible for partner finance, reporting, onboarding, integration support, and Business Development workflow enablement, with clear priorities and accountability for SLA targets. • IN ORDER TO BE SUCCESSFUL, YOU MUST BRING • 5+ years of experience in partnership operations, developer operations, technical program management, business operations, revenue operations, or a related field. • 2+ years of people-management experience, with a demonstrated ability to set direction, develop talent, and lead a team of operators. • Experience designing and improving onboarding, implementation, or support processes, including clear workflows, service levels, ownership, and performance measures. • Technical fluency with APIs, integrations, data flows, and business systems, with the ability to partner effectively with Product and Engineering. • Experience developing tooling and automation strategies across platforms such as Salesforce, Salesloft, ticketing systems, reporting tools, or AI-enabled workflows. • Strong analytical and program-management skills, with the ability to diagnose root causes, prioritize competing needs, and drive complex initiatives from concept through execution. • Clear, influential communication skills and an owner mentality, with strong learning agility, a bias for action, and a low-ego approach to leadership and collaboration.
Benefits
• For candidates living in San Francisco / Bay Area, San Jose, New York City, or Seattle metros, the expected total cash compensation (base salary + variable pay, if applicable) range for the role is currently $153,000.00 - $198,000.00. • For candidates living in Austin, TX or Washington DC metros or in California, Massachusetts, New Jersey, or Washington states, total cash compensation (base salary + variable pay, if applicable) range for the role is currently $137,700.00 - $178,200.00. • For candidates living in all other US locations, total cash compensation (base salary + variable pay, if applicable) range for the role is currently $130,100.00 - $168,300.00. • Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role. • Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law. • Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: [email protected]. • For information about how Thumbtack collects, uses, and shares personal information about job applicants, please see our Job Applicant Privacy Policy https://www.thumbtack.com/job-applicant-privacy-policy. • We put as much craftsmanship into candidate safety as we do into the hiring experience itself. While scammers may try to impersonate our team, we’ll never ask you for money, banking info, or SSNs during hiring. Check out our blueprint on how to spot the fakes. https://careers.thumbtack.com/recruiting-scams
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