Brian Chang in

Brian Chang

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Director, Service Operations at Thumbtack
📍 San Francisco Bay Area, United States

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.

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Experience
19 Years
Current Role
Director, Service Operations
Job Level
Mid-senior
Location
San Francisco Bay Area, United States
Personality Overview

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Communication Style
Decision Approach
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Priorities

Topics Brian cares 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.
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Career

Work history

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

Media appearances

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Education
MBA
University of California, Berkeley, Haas School of Business
BS
Washington University in St. Louis
Social presence
in
Behavioral profile

DISC profile (public)

DISC behavioral profile

Dominance, influence, steadiness, and calculativeness scores with guidance on how this person prefers to communicate and decide.

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