We’re the technology leader building the modern home management platform. Today, millions of people use Thumbtack to effortlessly manage their homes. We help them confidently know what to do, when to do it and who to hire. 

Our goal is simple: to be the only platform homeowners need to fix, maintain and improve their homes. As a long-term partner for homeowners, our promise is to turn what was once confusing and intimidating into something straightforward — and a lot less stressful.

At Thumbtack, we're not just creating a new era of homeownership. We’re supporting local economies and building stronger communities. Each day, we connect local professionals across America with busy homeowners so they can grow their businesses. 

Thumbtack is for everyone. Our customers and pros come from all walks of life and every county in the country. We want our team to reflect that. If you come from an underrepresented background in tech, we strongly encourage you to apply. 

Our North Star is bright and our ambitions are big. We’ve been at this for over a decade, but the way we see it: we’re just getting started.

Thumbtack by the Numbers

• Available in all 3,143 U.S. counties.
• Nearly 4.5 million customers in the last 12 months
• Hundreds of thousands of local professionals on our platform
• 65 million projects started on Thumbtack
• Over 7 million 5-star reviews left for stellar pros

About the Sales and Success Operations Team

Thumbtack’s Sales and Success Operations team is a tight-knit group charged with helping to drive revenue through the sales team and improving pro lifetime value through the success team, all at the best return on investment possible. We provide actionable insights to the sales and success teams and leadership, drive efficiencies in workflows and processes, and facilitate a smooth process for our pros to help them be successful on our platform. We collaborate across a variety of teams--from operations analytics to product to engineering to support.

About the Role

The Senior Success Operations Analyst acts as a business advisor to our success team members and success leadership. You are responsible for providing a wide range of strategic, analytical, and operational support for the success and account management organization. You will generate insights into all aspects of the success process and enable the success organization to increase efficiency and make better decisions, faster. Your job is to ensure that data and reporting are available to help our success teams better perform their roles from onboarding to account management. You lead efforts to craft scalable solutions for automation, dashboards and business insights.

You are an individual with superb communication and analytical skills who can successfully pivot between multiple projects and operational functions. You can use data to tell a compelling story and enable the decision-making process. You work with and mentor other analysts in building custom data sets and analytical reports.

Responsibilities

• Identify and implement improvements to Success team processes with Success leadership by gathering feedback and analyzing data from multiple systems 
• Transform complex data sets into easy to use metrics in a data visualization platform (Tableau)
• Develop key performance indicators with leadership for multiple Success teams
• Make practical recommendations that drive increased onboarding, retention, and growth metrics
• Produce and automate reports to track key performance indicators
• Coordinate with cross-functional partners in operations analytics and business applications ensure internal systems capture necessary data and Success team workflows match business requirements

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.

• 4+ years relevant business experience
• Experience with Tableau or other BI Tools and Google Sheets/Excel
• Must be proficient in data extract (SQL or equivalent), mapping, interpretation and analysis
• Strong communicator with experience working across multiple levels of leadership
• Comfort with adapting and adjusting to multiple demands, shifting priorities, ambiguity, and rapid change

Nice-to-Have Qualifications

• 5-7 years of business experience
• Experience with Salesforce
• Experience with Customer Success teams (onboarding, and or account management)

More About Us

Thumbtack is a technology leader building the modern home management platform. Through the Thumbtack app, homeowners can effortlessly manage their homes — confidently knowing what to do, when to do it, and who to hire. Bringing the $500 billion home services industry online, Thumbtack empowers millions of homeowners to fix, maintain, and improve their most valuable asset. 

Founded in 2008, Thumbtack is backed by over $500 million in funding from folks that include Sequoia Capital, CapitalG, Tiger Global Management, Javelin Investment Partners, Baillie Gifford. 

• See what it’s like to work here  
• Meet the pros who inspire us
• Follow us on LinkedIn  
• Discover our virtual first plan

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. We always prioritize the health and safety of our employees. Currently, participation in these events and Thumbtack library use are optional. Both require employees to be fully vaccinated.

#LI-Remote

Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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/.