Product Support Insights Manager

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 over 1,000 categories.

The Project Manager will join a team of a tight-knit group of product experts who act as a liaison between the Product and Support teams. We're focused on the issues that affect our customers and work together with product managers to drive upstream solutions into the product, reduce bug counts, and shape product direction with user feedback.

• Completely immerse yourself in the product experience to understand and communicate customer pain points
• Key stakeholder in the bug reporting and triage processes, escalating urgent issues when necessary
• Build a compelling story (using quantitative and qualitative data) demonstrating the critical few ideas to enhance or fix the Thumbtack platform
• Plan, design, and complete reports from the trove of CS data; build the report, extract the requisite data, analyze the data, and summarize the strategic conclusion
• Manage and measure impact from the flow of communication and product rollout between the various product groups and CS Teams in TSL and TPH
• Collaborate with Support Leadership to develop operational strategies for key launches
• Coordinate with Product Support specialists to communicate updates, develop training processes, and collect real-time feedback
• Get us to done

Must-Have Qualifications

• BA/BS degree required
• 3+ years of work experience
• 1+ years experience working with product managers, engineers, and customer support
• Incredible attention to detail and willingness to untangle complex problems
• Ability to multi-task several projects and prioritize efforts
• Comfortable writing ad hoc SQL queries
• Possess decision-analysis tools, framework, and models
• Demonstrated application of decision-analysis to discover most important conclusions
• Construction of compelling story (presentation) that aligns to most important conclusions
• Exceptional written and verbal communication skills
• Sound judgement
• Passion for Thumbtack and incorporating the customer's voice

Bonus Points

• Comfortable using JIRA project management Software (Atlassian)
• Experience working within a fast-moving technology