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, it's crazy that you still have to waste an entire afternoon researching, calling and vetting local service professionals whenever you need one. The market for hiring them is huge $700B 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.
About the Team:
The Onboarding Manager will sit on the Sales & Activation team here at Thumbtack. The Onboarding Team assists new Thumbtack professionals through profile set up, product comprehension, and account optimization to ensure they are set up to get the right jobs from the right customers to reach their goals. The Sales & Activation team works closely with the product, category management, and marketing teams to help improve the adoption & retention of new and established professionals at Thumbtack.
About the Role:
We're hiring an Onboarding Manager whose mission will be to help build, manage, and improve the New Pro Onboarding team. The primary focus of the Onboarding Manager will be to build a strong, collaborate, and cohesive team, mentor and support the team members, ensure professional development and growth opportunities, and expand the vision and impact for the team. Also, you will work closely with the leadership team and other key stakeholders to continuously improve the new pro onboarding journey and playbook and ensure you are continually identifying ways for the team to work smart and efficiently in all interactions with other departments and interactions with pros. You will be reporting directly to the Director of Sales & Activation. You will work closely with our Business Operations and Analytics teams to improve process & organization, build / modify tools to aid productivity, and to get the right reporting to inform strategy and aid in performance management.
What you'll do:
Lead and motivate team members to reach and exceed weekly and quarterly goals
Foster a culture of #alwaysbeimproving through active weekly 1:1's to ensure each team member feels supported, coached, engaged, and understand expectations so they can thrive and grow in their role at Thumbtack. Work closely with QA team to make sure these 1:1s are data-driven and actionable.
Participate in weekly quality insights calibrations with team leaders and coaches to identify performance gaps and identify training and process improvement needs to ensure agents are trained and appropriately coached
Create opportunities for your team to collaborate and share best practices
Participate in problem-solving with your team and provide feedback and recommendations based on front-line experience with internal Thumbtack Teams
Plan, manage and lead weekly and quarterly team meetings and activities
Collaborate with other internal departments at Thumbtack to identify areas of process/product/systems improvements in order for your team to work efficiently
Mobilize, deploy, run, and report on campaigns and share weekly team performance status updates
Ensure that your team is aware of product updates and that they utilize the proper product feedback channels to effectively highlight user stories, pain points, and product feedback from pros
Provide weekly updates & reporting to management on team & individual performance trends and key learnings
Manage the hiring and onboarding of new team members
Manage team work schedules, approve PTO requests, and manage Timesheets
Play an active and essential role in initiatives and strategic planning activities with substantial potential impact for the Pro Success team and Thumbtack
You see the potential in others, and when you interact with them, your goal is to help them experience success. You look for ways to challenge them and devise exciting experiences that can stretch them and help them grow. Seeing people grow and develop brings you strength and satisfaction. This growth is not subjective though; you track this consistently through setting goals with the team and individuals, then you support them with information, tools, processes, moral support, metrics, etc. to make sure they are empowered to achieve the goals. You hold them accountable and build a strong team of high performers.
You embrace frequent change and appreciate constant iteration of approaches, strategies, and tactics. You respond willingly to the demands of the moment even if they pull you away from your plans. You understand how changes will be perceived by your team and you make plans to train & effectively monitor implementation of changes for your team. You are a proactive communicator--helping your team to understand the why behind changes and helping management to understand team progress both quantitatively and qualitatively.
You have good business judgment and the ability to step back from the weeds and look at the big picture and align and realign until you have arranged activities in the most productive configuration possible and figured out the best way to get things done. You are data-driven and can identify holes in process, data, etc.
You have excellent communication and organizational skills
You have a proactive attitude - driven to both learn new skills and improve current processes
You take ownership of your work, and you love learning, and developing new skill-sets and expertise
You are biased towards action - you're excited to move fast, identify opportunities for improvement, and make an impact
You are self-motivated, and you love to jump right in and don't need someone to tell you exactly what to do
You are a thoughtful partner - "Make Each Other Better" is one of our company's core values and one that you take to heart. You are excited about the idea of working collaboratively with the team and other departments to foster relationships and promote success across the organization
Between 3 - 5 years of experience managing large teams in a customer success, account management, sales, or customer support function
Experience using Salesforce
Ability to work in a fast-paced and agile environment building scalable and sustainable processes
Experience with analyzing data, deriving and communicating insights
Ability to create basic reports in Google sheets and basic presentations in Google slides
Strong ability to build and nurture trusted relationships
Proven ability to manage, utilize, and prioritize your time and efforts
Ability to work full time M-F (40 hrs)
More about us:
Thumbtack is a local services marketplace that connects customers who need to get things done with local, skilled professionals who can help. From plumbers and painters to DJs and personal trainers, Thumbtack helps millions of customers find the right professional for their project in 1,000 unique categories. Founded in 2009 and headquartered in San Francisco, Thumbtack is backed by over $250 million in investment from Sequoia Capital, CapitalG, Tiger Global Management, Javelin Investment Partners and Baillie Gifford.
Learn more about our culture, benefits, and perks
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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.