Client Operations Lead (Remote)

Taskrabbit will never use text or chat applications to conduct interviews. We have a thoughtful and interactive interview process that includes an initial recruiter phone screen and several video-based interviews with our hiring teams. Communications will always be conducted by taskrabbit.com domain names.

• Taskrabbit is a remote-first company with employees distributed across the US and EU
• 5 time Best Places to Work in 2022 by BuiltIn. Including Best Companies in SF, Best Mid-Sized Companies, and Best Benefits
• DataBird journal’s “Best Places” Best Companies for Diversity, #1 2019 and 2020
• DataBird journal’s “ Best Places” Best Companies for Women, #4 2019 and #1 2020

You’ll love working here because:

Taskrabbit is a remote-first company. We value flexibility and choice but also stay committed to regular in-person connection.

• The People. You will be surrounded by some of the most talented, supportive, smart, and kind leaders and teams -- people you can be proud to work with!
• The Values. 
  • Care Deeply. We take time to be present and partner with our team and communities. 
  • Level Up. We navigate through ambiguity and go the extra mile.
  • Be A Better Neighbor. We build a diverse and sustainable community and encourage all voices.
  • Lead The Future Together. We value entrepreneurship and are inspired by action
• The diverse culture. We believe that we make better decisions when our workforce reflects the diversity of the communities in which we operate. Women make up half of our leadership team and our diversity representation is above that of the tech industry average
• The perks. Taskrabbit offers employee-paid health insurance, 401k match with immediate vesting, generous and flexible time off with 2 company-wide closure weeks, Taskrabbit product stipends, wellness productivity education stipends, IKEA discounts, reproductive health support, and more. 

About the Role

As a Client Operations Lead focusing on our client experience and retention, you’ll be responsible for owning our long-term strategy and roadmap around improving our customer experience and increasing frequency and LTV. You’ll be a leader in the organization in thinking through the best levers we have to do this, as well as own testing and implementation of new programs.  You’ll use data and research to gain a deep understanding of the way Clients interact with the Taskrabbit marketplace, what drives positive experiences, and what impact different levers have on re-booking rates.

You will act as a nexus for the organization, and will work heavily cross-functionally across our product, data, marketing, and commercial operations teams to gather feedback, test, and implement new solutions.

Join us in transforming lives, one task at a time.

What You'll Work On:

• Own our long-term roadmap and strategy around client engagement and retention
• Be responsible for prioritizing work we implement to improve client experience and LTV
• Scope and test new ways to engage with our clients, including loyalty, subscription, etc
• Work cross-functionally with our product, data, marketing, and commercial operations teams to test and implement new programs on the customer side of our marketplace
• Own our client LTV and retention metric and be a thought-leader in how we orient the business towards improving
• Own one-off and ongoing analysis and work streams around customer experience, engagement, retention, and LTV
• Discover patterns, insights, opportunities to inform future business strategy, while evaluating current business performance
• Be the expert on all things Client related, within the Taskrabbit ecosystem, and in our set of competition

Your Areas Of Expertise:

We welcome applicants from a variety of backgrounds and experiences. Below gives you a sense of how we're thinking about what you'll need to be successful in the role.

• 5-7 years of real-world industry working experience in technology operations, strategy consulting, or an analytics and strategy-related role
• Proactiveness: Independently capable of seeking information in an unstructured environment, solving conceptual problems, corralling resources, and delivering results in challenging situations
• Data-first orientation: Solve problems using data and experience self-serving data with SQL and Looker
• Problem-solving: Adapt in working with data; able to both delve into the details and engage meaningfully on higher level strategy
• Strategic thinker: Ability to create a clear set of plans, goals, and new ideas
• Initiative and ownership: Ability to act with limited oversight on day-to-day basis, balancing multiple priorities
• Ability to synthesize, simplify and explain complex problems, thoughts, and strategies into simple, actionable recommendations to different types of audiences, including executives
• Experience working closely with senior executives to solve challenging business problems; credibly present and debate recommendations with senior leadership
• Relationship building: Ability to build trust quickly, high degree of empathy and expertise at managing senior, cross-functional relationships
• Team-first attitude: Motivated to work collaboratively in a fast-paced, ever-changing environment to help our growing business and how TaskRabbit operates

Bonus Points

• Understanding of marketplace businesses
• Experience in home services 
• You're familiar with the marketplace, our product and have some ideas on things you'd want to add or change!

About Taskrabbit:

Taskrabbit is a marketplace platform that conveniently connects people with Taskers to handle everyday home to-do’s, such as furniture assembly, handyman work, moving help, and much more.

At Taskrabbit, we want to transform lives one task at a time. As a company we celebrate innovation, inclusion and hard work. Our culture is collaborative, pragmatic, and fast-paced. We’re looking for talented, entrepreneurially-minded and data-driven people who also have a passion for helping people do what they love.

Together with IKEA, we’re creating more opportunities for people to earn a consistent, meaningful income on their own terms by building lasting relationships with clients in communities around the world.

Taskrabbit’s commitment to Diversity and Inclusion:

An Active Commitment to Equity within our Company and Platform.

We are an inclusive community where all who share our mission and values belong. Our anti-racist culture actively strengthens the knowledge, understanding, and awareness of underrepresented experiences and our ongoing allyship commitment. Our diverse team represents the communities we serve, breaking down systemic barriers, and transforming lives- one action at a time.

Taskrabbit is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, ancestry, citizenship, gender, gender identity, sexual orientation, age, marital status, military/veteran status, or disability status. Taskrabbit is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. 

Taskrabbit will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.