Have you ever tried to hire a plumber? How about a house cleaner? If you have, chances are it took you way longer than it should. In the era of instant-everything, you shouldn't have to waste an entire afternoon researching, calling and vetting local service professionals whenever you need one. The market for hiring them is huge ?" $1 trillion in the US alone ?" but the process is inefficient and largely offline.

Thumbtack is transforming this experience end-to-end, building a marketplace that matches millions of people with local pros for almost any project. In making these connections, not only do our customers get more done every day, our pros are able to grow their businesses and make a living doing what they're great at.

These customers and pros come from all walks of life and every county in the country. We want our team to reflect that. If you come from an underrepresented background in tech, we strongly encourage you to apply. We challenge ourselves every day to make this a place where you can thrive just the way you are, so we can build a product that does the same for our customers and pros.

About the Product Operations Team

The Product Operations team provides contextual feedback across Thumbtack to understand how we can better attract, engage, and retain professionals and customers on the Thumbtack platform. This fast-paced team uses a combination of proactive outreach and user-driven approaches to collect, track, prioritize, and size user feedback and bugs to meet our core objective of improving user sentiment.

About the Role

Product Operations Managers (POMs) at Thumbtack are collaborative partners that amplify the voice of the user across the organization. They focus on identifying data-backed bright spots and pain points within the product and then work cross-functionally to track, prioritize, size, and ultimately adapt based on their findings. A blend of analyst and consultant, POMs leverage both quantitative and qualitative data to inform and influence product, engineering, and marketing roadmaps.

Responsibilities

Amplify the user's voice. Strong decision maker that acts as the knowledge hub for user sentiment/feedback/bugs, perpetually informed and ready to answer questions on in-flight work, launches, and known issues for all cross functional teams. Relies on a mixture of analysis, wisdom, experience, and judgement when making decisions.

Understand opportunities deeply. Able to collect, analyze, and report on quantitative and qualitative user feedback in a way that uncovers the root causes of difficult problems. Does not focus only on data itself, but also strategically thinks about how topics fit into various company, department, and team level goals.

Influence the roadmap. Influences cross functional partners to prioritize and focus on projects that address user feedback and ultimately improve user sentiment.

Collaborate. Understands how Thumbtack and its internal teams work and applies organizational savvy to become a trusted advisor across multiple disciplines. Able to reliably navigate conflict by balancing the interests of various stakeholder requirements, expectations, and needs with what's ultimately best for the company.

Clearly Communicate. Takes complex problems and communicates them simply and clearly. Able to tailor communication based on the audience and situation. Keeps others informed as projects are scoped, sized, and executed.

Citizenship. Trusted as an informal leader and model of authenticity in both mistakes and successes. Models and works with a high sense of emotional intelligence and actively advocates for the success of others. Takes full ownership for their personal development and focuses on continuous self improvement while also contributing to the growth of team members, when appropriate.

Must-Have Qualifications

If you don't think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.

4+ years' experience working in product management, product marketing, product operations, program management, or consulting; you understand the fundamentals of delivering products that create value for users
Proficiency in collecting, accessing, and manipulating both quantitative data (i.e. product data and survey data) and qualitative data (i.e. focus group, round table, 1:1 interviews); you have beginner/intermediate skills in managing data and use it to answer questions (i.e. SQL, Excel, Stata, R, Python, etc)
Strong interpersonal skills; you are an active listener who focuses on team work, but is also independently self-motivated, responsible, and dependable
Strong influencing skills; you can build positive relationships with a variety of internal stakeholders and tell the user story in a compelling way
Curiosity; you help uncover the "why," especially on points of potentially high impact
User empathy; you understand that the most beautiful products in the world fail if they don't solve real problems for their users

Nice-to-Have Qualifications

MBA or advanced degree
1+ year experience working at a company with a two-sided marketplace

More About Us

Thumbtack is a local services marketplace ?" one of the largest in the U.S. ?" that helps millions of people hire local professionals. With hundreds of unique service categories, customers can find a Thumbtack pro for almost anything: landscapers, electricians, personal trainers, even math tutors. And in making these connections, we empower local pros too. Helping them get new customers and make a living doing what they're great at.

Founded in 2008 and headquartered in San Francisco, Thumbtack is backed by over $400 million in investment from Sequoia Capital, CapitalG, Tiger Global Management, Javelin Investment Partners and Baillie Gifford.

Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, Ontario or the Philippines. When it is safe to gather, we will begin to host in-person events on a regular basis. Remote employees will be expected to travel occasionally for these events to a Thumbtack library or offsite team-building location. Additionally, employees in the San Francisco, Salt Lake City, Toronto and Manila areas will have opt-in access to communal workspace at one of our Thumbtack libraries.

#LI-Remote

Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

If you are a California resident, please review information regarding your rights under the California Consumer Privacy Policy Act contained in Thumbtack's Privacy policy available at https://www.thumbtack.com/privacy/.

Summary
Company name: Thumbtack
Remote job title: Product Operations Manager
Job tags: Product Operations