Partnership Operations Associate

About the Team

The Partnership Operations team, part of the Business Development Group, drives Thumbtack's growth by supporting our partnerships teams. We manage the day-to-day operations of the partnership program, identify ways to scale as the number of partnership programs grow, and provide operations support for new initiatives. Our team also provides critical technical support to partners and professionals leveraging our APIs and integrations. As subject matter experts in our technical integrations, we develop a deep understanding of product functionality, business workflows, and issues to support the delivery of the best integration solutions to expand our partnerships. We act as a critical bridge between users using our integrations and internal product and engineering teams. 

About the Role

As a Partnership Operations Associate, you’ll join a dynamic team where your expertise will directly influence the success of strategic partnerships. You will play a vital role in providing technical support to our users and partners who want to leverage our integrations, triaging bugs and working with product and engineering teams to identify solutions, and implementing process improvements that will allow our systems to scale as the partnership program grows. This role does not require a technical background, but should have an interest and aptitude in solving complex problems and learning more about APIs and integrations.

This role will report directly to the Manager II, Commercial Strategy, and play a vital role in driving strategic growth for the team. This will be an evolving role as our partnership program is rapidly growing.

What you’ll do

You will be responsible for providing support to users and partners who want to use our apis to integrate with Thumbtack. 

• 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.
• Effectively address bugs and feedback. Provide constructive feedback, engage with team members, and collaborate with internal customers to resolve knowledge gaps and errors. 
• Collaborate cross-functionally with other teams (e.g. engineering, operations, business development) to improve product performance and user experience.
• Assist in the creation and maintenance of documentation or best practices related to integration support, partner and user onboarding, and bug resolution.
• Provide essential support for new projects and initiatives. 
• Continuously identify opportunities to streamline and improve operational workflows, enhancing efficiency and providing a better user experience.

In order to be successful, you must bring

• At least 3+ years experience in the BPO or Shared Services industry.
• Proven experience providing technical support or working on technical projects. Proven experience successfully working with cross functional teams in a fast-paced, high growth environment.
• Experience with or interest in learning about APIs and product integrations.
• Team player with excellent collaboration skills, capable of gaining the cooperation of colleagues to achieve common goals, particularly on time-sensitive projects.
• Detail-oriented and process-driven, with a focus on identifying inefficiencies and implementing continuous improvements to workflows.
• Excellent English verbal and written communication skills.