Senior Tasker Operations Manager, UK

About the role

Taskrabbit is a leading platform that connects individuals seeking help with local Taskers for a variety of home services, including furniture assembly, moving assistance, cleaning, and handyman tasks. The company's mission is to be the premier provider of home services in its markets by delivering quality, reliability, and exceptional customer experiences. The Tasker Operations team plays a critical role in achieving this goal by focusing on optimizing the Tasker experience, ensuring high standards of service, and driving operational excellence. This role specifically manages Tasker operations in the UK, with a focus on balancing supply and demand, enhancing Tasker engagement, and implementing strategies to improve overall performance and fulfillment. The successful candidate will work closely with regional teams, data analysts, and community engagement specialists to develop and execute initiatives that support growth and quality standards.

Key facts

What you'll do

• Take ownership of Taskrabbit's Tasker supply in the UK, continuously monitoring performance metrics such as Tasker activity levels, quality scores, and customer satisfaction ratings.
• Develop and implement strategies to increase Tasker engagement, ensuring a steady and reliable supply of qualified Taskers to meet customer demand.
• Collaborate with regional management and cross-functional teams to identify opportunities for revenue growth and invoice generation, aligning operational initiatives with business objectives.
• Use data-driven insights to create dashboards, reports, and analyses that inform decision-making and highlight operational issues needing resolution.
• Identify bottlenecks or gaps in the Tasker onboarding, training, and retention processes, and work with relevant teams to optimize these workflows.
• Design and execute targeted communication campaigns to Taskers, promoting new features, policies, and incentives that align with market needs and company goals.
• Maintain comprehensive playbooks and best practices to enable the replication of successful initiatives across different regions and markets.
• Conduct engaging workshops, coaching sessions, and webinars for Taskers to motivate, educate, and improve their performance and satisfaction.
• Deliver lifecycle programs that focus on Tasker fulfillment, quality assurance, and continuous improvement, ensuring Taskers meet and exceed company standards.
• Lead community engagement efforts, including organizing local events, mentoring programs, and forums that foster a supportive and motivated Tasker network.
• Work closely with the Senior Supply Specialist to address supply challenges through strategic acquisition, onboarding, and activation of new Taskers.
• Ensure Taskers are aligned with Taskrabbit's evolving processes, standards, and policies, providing feedback to product teams for continuous improvement.
• Act as a product and process expert, advocating for necessary features or adjustments to improve Tasker experience and operational efficiency.
• Build strong relationships with internal teams such as Customer Support, Product, Marketing, and Community Engagement to coordinate efforts and share insights.
• Lead regional or company-wide initiatives, sharing best practices and lessons learned with global teams to support scalable growth.
• Promote Taskrabbit's company culture and core values, ensuring team members and Taskers embody the brand's commitment to quality, safety, and community.
• Stay informed about industry trends, competitor activities, and market dynamics to proactively adapt strategies and maintain a competitive edge.
• Take on additional strategic responsibilities as needed, including participating in planning sessions, process improvements, and innovation projects.

Requirements

• Bachelor's degree or equivalent experience in business, operations, or a related field.
• Proficiency in English, with excellent communication skills both written and verbal.
• Over 6 years of experience in marketplace operations, program management, customer success, or related roles, with a proven track record of managing multiple regions or a large Book of Business.
• Strong data analysis skills, including proficiency in SQL and Sigma, with the ability to interpret complex data sets and generate actionable insights.
• Demonstrated experience in strategizing, executing, and measuring the impact of operational initiatives.
• Hands-on approach to operations, capable of balancing strategic planning with tactical execution, and seeking automation and efficiency improvements.
• Excellent stakeholder management skills, with the ability to influence and collaborate across teams and levels of seniority.
• Strong presentation skills, able to communicate complex ideas clearly and persuasively to diverse audiences.
• Passion for engaging with Taskers, understanding their needs, and leveraging data to uncover insights and opportunities.
• Naturally inquisitive, resourceful, and creative problem-solver with a focus on continuous improvement.
• Self-motivated team player who thrives in a fast-paced, dynamic environment and can adapt quickly to changing priorities.
• Customer-centric mindset, with attention to detail and organizational skills to manage multiple projects simultaneously.

Nice to have

• Previous experience working within the marketplace or gig economy sectors.
• Fluency in additional languages beyond English, enhancing communication with diverse Tasker communities.
• Familiarity with community engagement techniques and coaching methodologies.
• Knowledge of local UK market conditions and regulatory environment related to gig work and home services.

Skills & tools

• SQL and Sigma for data analysis and reporting.
• Strong communication, interpersonal, and stakeholder management skills.
• Experience with community engagement, training, and coaching techniques.
• Ability to develop dashboards, reports, and data visualizations to support operational decisions.
• Familiarity with project management tools and methodologies to coordinate initiatives effectively.

Practical notes

• This role may require travel up to 10% for team meetings, regional events, or market-specific activities.
• Taskrabbit offers a competitive base salary range of £50,000 to £70,000, depending on experience and qualifications. Additional bonuses and benefits are included, with final compensation determined during the hiring process.
• Benefits may include health insurance, flexible time off, stipends, and other perks, which vary by location and role.
• The company is committed to fostering a diverse and inclusive environment, welcoming applicants from all backgrounds.
• Candidates should be prepared to participate in an interview process that may include data assessments, scenario questions, and behavioral interviews.
• This position requires on-site presence in London, with the expectation of working in the office two days per week as part of the hybrid engagement model.