Customer Experience Champion

Thumbtack is a leading platform that enables millions of people to confidently care for their homes. We help homeowners know which projects to do, when to do them and who to hire from our community of local service businesses.

The Product Operations team acts as a bridge between users and product teams, bringing operational rigor and strong user advocacy to product development. As subject matter experts, we develop a deep understanding of product functionality, business workflows, and user sentiment to support the delivery of the best products and features that effectively attract, engage, and retain users at every point in their Thumbtack journey.

As a Product Quality Specialist, you will play a vital role in driving our product quality initiatives by efficiently triaging bugs and actively supporting the validation and analysis of user feedback to drive product improvements. By proactively addressing issues, this position ensures the delivery of a high-quality user experience, contributing to the team's efforts in providing a reliable, user-focused solution that aligns with business objectives and continuously meets user needs.

• Stay well-versed in the Thumbtack product, continuously learning about recent updates and new features, to effectively manage bugs and feedback.
• Consistently respond to product inquiries from internal customers across designated channels, ensuring timely and accurate support.
• Create and leverage data-driven insights to influence decisions and drive improvements within your function, actively contributing to better outcomes.
• Engage in team discussions and make a positive impact by proactively sharing valuable insights, offering solutions, and addressing potential challenges.
• Take ownership of key responsibilities, including managing bug reports, feedback reports, metrics, data analyses, and quality audits. Use these insights to identify opportunities to enhance KPIs, guidelines, and processes.
• Exhibit strong critical thinking by effectively addressing bugs and feedback. Provide constructive feedback, engage with team members, and collaborate with internal customers to resolve knowledge gaps and errors.
• Successfully manage special projects, trackers, reports, and analyses, while coordinating with relevant stakeholders to ensure timely and efficient delivery.
• Collaborate cross-functionally with other teams (e.g., Eng, Enablement, Quality) to improve product performance and user experience.
• Assist in the creation and maintenance of documentation and best practices related to product usage, bug resolution, and feedback management.

• Strong research, navigation, and investigative skills, with a keen ability to gather relevant information.
• Experience with Salesforce, Coda, and Jira or similar tools.
• Proficiency in Google Workspace, including Forms, Sheets, Docs, and Slides.
• Team player with excellent collaboration skills, capable of gaining the cooperation of colleagues to achieve common goals, particularly on complex time-sensitive projects.
• Detail-oriented and process-driven, with a focus on identifying inefficiencies and implementing continuous improvements to workflows.
• Clear and effective communicator, both verbally and in writing.
• Strong problem-solving capabilities and critical thinking.
• Ability to manage multiple tasks and priorities simultaneously.

Thumbtack values diversity and is committed to creating an inclusive work environment. We believe in equal opportunities for all applicants and employees, regardless 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 law.

We are committed to working with individuals with disabilities and will consider reasonable accommodations to enable individuals with disabilities to participate in the application process and employment opportunities.