Thumbtack
Thumbtack is the technology leader building the modern home management platform.
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Senior Data Analyst, Experience Operations at Thumbtack (Remote)

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A home is the biggest investment most people make, and yet, it doesn’t come with a manual. That's why we’re building the only app homeowners need to effortlessly manage their homes —  knowing what to do, when to do it, and who to hire. With Thumbtack, millions of people care for what matters most, and pros earn billions of dollars through our platform. And as one of the fastest-growing companies in a $500B industry — we must be doing something right. 

We are driven by a common goal and the deep satisfaction that comes from knowing our work supports local economies, helps small businesses grow, and brings homeowners peace of mind. We’re seeking people who continually put our purpose first: advocating for pros and customers, embracing change, and choosing teamwork every day.

At Thumbtack, we're creating a new era of home care. If making an impact and the chance to do good inspires you, join us. Imagine what we’ll build together. 

Thumbtack by the Numbers

  • Available nationwide in all 3,143 U.S. counties
  • 70 million projects started on Thumbtack
  • More than 4 million customers in the last 12 months
  • Pros earn billions on our platform
  • More than 8 million 5-star reviews for our stellar pros 
  • 1000+ employees and $3.2 billion valuation (June, 2021)
About the Data Analytics Team

Thumbtack’s GTM/Ops Analytics team is charged with providing actionable insights for Thumbtack’s Go-to-Market and Ops teams within the COO org (which include Sales & Success, Customer Support, Experience Operations, and Marketplace Trust & Safety). We collaborate with various groups across the company on a wide variety of projects; everything from click-level data from our online HelpCenter, to call-level data from our outbound sales teams, to search- and transaction-level data between pros and customers from our product database. The Ops Analytics team is part of a global analytics team of more than 40 analysts.

About the Role

As a Senior Data Analyst on the Experience Operations team, you'll empower various business leaders with the data insights they need to make decisions.  You’ll work as a cross-functional partner with these business leaders to craft strategy in the lanes of Customer Experience Operations, Product Operations, Refund Operations and Customer and Pro Education.   You’ll also work with engineering and product teams to transition v1 operational processes into integrated/automated product features, always with an emphasis on improving the pro and customer experience on our platform.  

Experience Ops Analysts have the opportunity to work on company-wide efforts where product and operations overlap, such as pro/customer retention through recovery campaigns, monetization and refund policies of new product experiences, customer conversion through our in-product, project request flows, and NLP categorization of our pro and customer free-form feedback.

Responsibilities
  • Become a strong partner with leaders of Thumbtack’s Experience Operations teams to conduct in-depth quantitative analyses that guide strategic decisions
  • Communicate insights from Experience Operations initiatives in company-wide forums
  • Quickly build technical and content expertise about our platform, as well as the touch-points through which the operations teams interact with our pros and customers
  • Make proactive business recommendations based on detailed data analysis and a deep understanding of our business goals
  • Build and maintain models, visualizations, dashboards, and data tables which provide insight into the product experiences of our pros and customers
  • Maintain SQL queries and scripts that underpin Thumbtack’s ETL data pipeline
  • Identify key drivers of core business & experience outcomes through regression analyses, Machine Learning methods, clustering and other statistical techniques
Must-Have Qualifications 

If you don't think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.

  • BA/BS degree, preferably in Economics, Statistics, Math, or Computer Science
  • Passion for using data to drive business impact in an operational environment, including running A/B experiments within operational processes 
  • Experience analyzing user experience data (both product and survey data), preferably in a technology or marketplace company 
  • Strong experience using SQL to query large datasets, proficiency with data visualization software (e.g., Tableau, Mode), and familiarity with statistics/programming languages (e.g., R, Python)
  • Strong communicator with the ability to explain technical results to a non-technical (and data savvy) audience
  • Ability to detect and debug data anomalies in complex operational processes and a track record of working with business leaders to drive efficiencies
Nice-to-Have Qualifications
  • Master’s degree in Applied Economics, Statistics, Data Science or related fields
  • Experience with third-party operations- and experience-related platforms (such as Qualtrics, Google Analytics, Salesforce, Gong, Intercom, etc.) 
  • Experience working with cross-functional, off-shore teams in non-US time zones
  • Familiarity with analytics and processes of other operational lanes (such as support, sales & success, or trust-and-safety orgs)

Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, Ontario or the Philippines. When it is safe to gather, we will begin to host in-person events on a regular basis. Remote employees will be expected to travel occasionally for these events to a Thumbtack library or offsite team-building location. In cities with 5+ employees, we are establishing local communities, where employees can gather for local events. Additionally, employees in the San Francisco, Salt Lake City, Toronto and Manila areas will have opt-in access to communal workspace at one of our Thumbtack libraries. 

#LI-Remote

Benefits & Perks 

  • Virtual-first working model coupled with quarterly in-person events and Camp Thumbtack
  • 20+ company-wide holidays including two week-long shutdowns 
  • Libraries (collaborative workspaces) in San Francisco, Salt Lake City, Toronto, and Manila 
  • Stipends for remote work support, home office set-up and Thumbtack services 
  • Cell phone and WiFi reimbursements 
  • Subscriptions and Employee Assistance Program for mental health and well-being 

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. If you are a California resident, please review information regarding your rights under California privacy laws contained in Thumbtack’s Privacy policy available at https://www.thumbtack.com/privacy/

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]

*Currently, Thumbtackers can live anywhere in Ontario or British Columbia, Canada or the Philippines or in any of the following US states: AZ, CA, CO, CT, FL, GA, HI, ID, IL, IN, KS, KY, MD, MA, MI, MN, MO, NE, NV, NH, NJ, NM, NY, NC, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, Washington DC. Our long term vision is to hire across all of the United States and Canada, but this expansion will take a few years.
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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • ScalaLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • PostgreSQLDatabases
    • SnowflakeDatabases

What are Thumbtack Perks + Benefits

Thumbtack Benefits Overview

We work hard, but we’re not all business. We take employee well-being very seriously. Because people do their best work when they’re rested and engaged, and we believe that everyone should love where they work.

Be part of a dynamic culture built on integrity, inclusion, and authenticity, where our leaders listen to feedback and take action. With more than 20 company-wide holidays (including week-long company shutdowns twice a year), flexible PTO, equal parental leave, and a virtual-first working model, we treat you like our greatest asset—because you are.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
HRA Infertility & Gender Dysphoria & Adoption Assistance: $10,000 per year, ($30,000 lifetime max) for covered infertility treatments, gender dysphoria services, and any expenses for finalized
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Happy Hours
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available

An Insider's view of Thumbtack

What kinds of technical challenges do you and your team face?

The Pro Expansion team is a part of the Growth org at Thumbtack, which means we're constantly building and experimenting with new features to help make the pro experience more engaging. We're currently focused on rethinking the way pros bid for leads on Thumbtack, a change that will impact all pros across the nation. It's an exciting time to join.

Michelle

Engineering Manager

How does the company support your career growth?

In contrast to other companies where it may take months before you are given agency in code/projects, within my first few months at Thumbtack I'd run experiments in production, was given the opportunity to scope out larger projects, contributed to the codebase, and even was able to volunteer for social activities.

Adam

Hollock

How do your team's ideas influence the company's direction?

Our Platform team is building technology that speeds up the innovation and creation of products at Thumbtack. As we continue to identify opportunities to connect consumers and service professionals across hundreds of categories, we need new capabilities. We're also working to streamline the discovery and engagement process.

Shelton

Vice President, Engineering

What projects are you most excited about?

We are working on a variety of things like instant booking, in-app payments, homecare recommendations, improved machine learning models for our search and ranking, a brand new frontend framework built on Next.js, and much more. I am particularly excited about building out payments on the platform.

Neha

Senior Director, Engineering

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