Brian Chang

Evaluator
DISC Type : Dsc

Director, Service Operations at Thumbtack

San Francisco Bay Area, United States

Overview

Brian is a global operations leader with experience at Thumbtack, Airbnb, and Google, specializing in scaling operations and bridging customer experience with technology. A graduate of UC Berkeleys Haas School of Business, people who have worked with him often describe him as thoughtful, customer-focused, and strategic.



At Airbnb, he created a new team from scratch to redesign future service experiences and led the global migration of their customer support voice systems.

Personality Overview

Quality Focused

Fast But Analytical

Thorough Evaluator

They focus on the results, but can still be quite procedural and analytical about how to get there  They are not very likely to become strong advocates of your product or service They have a unique set of diverse traits where they are decisive and methodical but can sometimes be extra cautious and skeptical

Topics They Care About

Scaling Operations
His career has focused on scaling up and streamlining operations in high-growth environments at companies like Thumbtack, Airbnb, and Google.
Customer Experience Design
He formed a team at Airbnb focused on designing future service experiences, journey mapping, and service blueprinting, and is a Certified Customer Experience Implementation Leader.
Building Teams
His leadership style is rooted in building and empowering high-performing, cross-functional teams, and his recent activity shows a focus on hiring key roles.

Media Appearances

Brian has no verified media appearances

Work History

4-2025
Director, Service Operations at Thumbtack
6-2022 - 5-2024
Director of Experience, Community Support at Airbnb
7-2020 - 6-2022
Head of Service Management, Community Support at Airbnb
7-2017 - 7-2020
Senior Manager, Community Support PMO at Airbnb
6-2015 - 7-2017
Manager, Customer Experience Systems & Tools at Airbnb

Education

MBA from University of California, Berkeley, Haas School of Business
BS from Washington University in St. Louis

More Information

Social Presence :

Prographics :

Exp : 19 Location : San Francisco Bay Area, United States Job Level : Mid-senior Designation : Director, Service Operations at Thumbtack
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Insights For Selling To Brian

During A Call Or A Meeting

DO's

  • Use phrases like ‘the ROI of this’, ‘X% more’ etc.
  • Help them weigh the risks by sharing objective proof points instead of anecdotes and examples
  • Help them see both - the ‘big picture’ impact and the ROI of the investment

DONT's

  • Avoid making strong statements, instead invite them to agree with you by asking them questions
  • Avoid inviting them for any social interactions until you have built some rapport with them
  • Avoid self-deprecating references or general informality, it could decrease their trust in you

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Brian is

  • ROI matters the most to them, followed by process and finally proof of results
  • Will you ever get a clear answer from Brian

  • They might hesitate a little, but will go ahead and say no when necessary (or asked)

Insights For Deal Planning

    How fast (or slow) will Brian move?

  • They are unlikely to move very fast, especially when it comes to new products or services
  • Can Brian take some risk or not?

  • They have relatively low risk-appetite and are not very likely to go for something unproven and risky

You And Brian

Personality Compatibility


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