Success Operations Analyst I

🔥 15 hours ago

🌐 Canada, Philippines, +1 more countries – Remote

🇨🇦 Canada – Remote 🇵🇭 Philippines – Remote 🇺🇸 United States – Remote

💵 $78.2k - $101.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Thumbtack

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏪 Marketplace

☁️ SaaS

💰 $75M Debt Financing - Thumbtack on 2024-07

Marketplace • SaaS

Thumbtack is an online marketplace that connects homeowners with local service professionals for home maintenance, repairs, remodeling, and other home projects. The platform lets customers describe projects in their own words, browse local pros across many trades (e. g. , cleaners, handymen, plumbers, electricians, painters, HVAC, contractors, landscapers), view reviews and cost estimates, message pros without sharing contact details until messaging, and offers a guarantee up to $2,500 if a job isn't done as agreed. Thumbtack provides consumer-facing apps and a separate pro-focused experience with resources, community, and tools for professionals to manage leads and reviews. It covers every county in the U. S. and emphasizes project guides, cost guides, and home maintenance plans.

📋 Description

• Own defined Success Operations programs focused initially 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 program launches and ongoing performance • Analyze conversion, retention, revenue, cost to serve, productivity, quality, and customer experience data • Validate results, investigate changes, and turn findings into recommendations and next steps • Improve operational workflows by identifying failure points, clarifying handoffs, documenting procedures, and implementing changes • Test approved AI tools and lightweight automation, verify outputs, measure impact, and coordinate broader system changes with technical partners • Coordinate execution across Success, Service, Partnerships, Product, Data Science, Engineering, Finance, Legal, and Marketing • Build and maintain reporting, playbooks, metric definitions, and quality controls • Contribute to Pro Success, supply and fulfillment, partnerships, experiments, and team-wide planning and reporting as priorities change

🎯 Requirements

• 3–5 years of experience in Success Operations, Customer Success Operations, Marketplace Operations, Business Operations, program management, analytics, consulting, or a related field • 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 ability to move work forward with stakeholders through moderate ambiguity • Must be able to work from an eligible listed location • Must answer employment visa sponsorship question