thumbtack - Success Operations Analyst I
Responsibilities
• Own defined Success Operations programs, initially focused on customer recovery, cross-sell, contact strategy, unresponsive-customer workflows, and AI-enabled inbound call center operations. Set goals, milestones, owners, and success measures; manage launch and ongoing performance. • Analyze conversion, retention, revenue, cost to serve, productivity, quality, and customer experience data. Validate results, investigate changes, and turn findings into clear recommendations and next steps. • Improve operational workflows by finding failure points, clarifying handoffs, documenting procedures, and implementing changes that increase speed, quality, and reliability. • Test new approaches within your programs, including approved AI tools and lightweight automation. Verify outputs, measure impact, and work with technical partners when broader system changes are needed. • Coordinate execution across Success, Service, Partnerships, Product, Data Science, Engineering, Finance, Legal, and Marketing. Align stakeholders, surface risks, resolve dependencies, and communicate decisions and progress. • Build and maintain the reporting, playbooks, metric definitions, and quality controls that help teams run programs consistently and identify where to improve. • IN ORDER TO BE SUCCESSFUL, YOU MUST BRING • 3–5 years of experience in Success Operations, Customer Success Operations, Marketplace Operations, Business Operations, program management, analytics, consulting, or a related field. • A track record of independently delivering cross-functional operational work that improved customer outcomes, growth, efficiency, quality, or reliability. • Strong analytical judgment and experience working with operational data, including defining useful metrics, investigating root causes, and explaining results and limitations. • Working proficiency with SQL and business intelligence or reporting tools, or equivalent experience independently accessing, combining, and interpreting operational data. • Experience designing and documenting processes, improving handoffs, and using systems or automation to make work more scalable. • Practical experience using AI in repeatable work, checking its outputs, and identifying where human judgment or review is needed. • Clear written and verbal communication, sound prioritization, and the ability to move work forward with stakeholders through moderate ambiguity.
Benefits
• For candidates living in Ontario and British Columbia, the expected total cash compensation (base salary + variable pay, if applicable) range for this role is currently $78,200 - $101,200 • Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role. • Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law. • Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: [email protected]. • For information about how Thumbtack collects, uses, and shares personal information about job applicants, please see our Job Applicant Privacy Policy https://www.thumbtack.com/job-applicant-privacy-policy. • We put as much craftsmanship into candidate safety as we do into the hiring experience itself. While scammers may try to impersonate our team, we’ll never ask you for money, banking info, or SSNs during hiring. Check out our blueprint on how to spot the fakes. https://careers.thumbtack.com/recruiting-scams
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