Success Operations Analyst I

🕒 September 26

🌐 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 2%

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Thumbtack

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1001 - 5000 employees

👥 B2C

🏪 Marketplace

B2C • Marketplace • Home Services

Thumbtack is a platform that connects people with local professionals offering various services such as home improvement, repair, and cleaning. Users can search for specific services like house cleaning, handyman work, electrical and wiring repair, and more, getting access to trusted professionals with reviews and cost estimates. The platform is designed to make finding, hiring, and working with professionals simple and efficient, with the convenience of managing everything from one app. It serves millions of people across the U. S. , providing a wide range of services including landscaping, event planning, and more.

📋 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

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