Success Operations Analyst I

Overview

THUMBTACK HELPS MILLIONS OF PEOPLE CONFIDENTLY CARE FOR THEIR HOMES.

Thumbtack is the one app you need to take care of and improve your home — from personalized guidance to AI tools and a best-in-class hiring experience. Every day in every county of the U.S., people turn to Thumbtack to complete urgent repairs, seasonal maintenance and bigger improvements. We help homeowners know which projects to do, when to do them and who to hire from our growing community of 300,000 local service businesses. If making an impact inspires you, join us. Imagine what we’ll build together.

ABOUT THE SUCCESS OPERATIONS TEAM

Success Operations designs the programs, processes, tools, and operating rhythms that help Thumbtack’s Success organization serve customers and pros effectively. We turn company priorities into measurable work across customer recovery, Pro Success, partner fulfillment, and other marketplace operations. Our team partners with Success, Service, Product, Data Science, Engineering, Finance, and other functions to improve outcomes and make frontline work more reliable. We combine analysis with hands-on program delivery, testing changes and scaling what works.

ABOUT THE ROLE

As a Success Operations Analyst, you’ll independently own defined programs and process areas while helping advance larger, multi-quarter priorities. You’ll bring structure to moderate ambiguity, connect analysis to action, and drive work from problem definition through launch, measurement, and iteration. You’ll operate with a blend of autonomy and manager support, making sound decisions within your scope and escalating tradeoffs or dependencies when needed.

Your initial portfolio is expected to focus on Customer Success operations, including customer recovery and cross-sell, contact strategy, unresponsive-customer workflows, and our AI-enabled inbound call center program. As priorities change, you may also contribute to Pro Success, supply and fulfillment, partnerships, experiments, and team-wide planning and reporting.The right person will improve how today’s work runs while spotting where AI and automation make an entirely better workflow possible.