Success Operations Analyst I (Remote) at Thumbtack

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Job Description

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.

What you’ll do

Own defined Success Operations programs, initially focused 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 launch and ongoing performance.
Analyze conversion, retention, revenue, cost to serve, productivity, quality, and customer experience data. Validate results, investigate changes, and turn findings into clear recommendations and next steps.
Improve operational workflows by finding failure points, clarifying handoffs, documenting procedures, and implementing changes that increase speed, quality, and reliability.
Test new approaches within your programs, including approved AI tools and lightweight automation. Verify outputs, measure impact, and work with technical partners when broader system changes are needed.
Coordinate execution across Success, Service, Partnerships, Product, Data Science, Engineering, Finance, Legal, and Marketing. Align stakeholders, surface risks, resolve dependencies, and communicate decisions and progress.
Build and maintain the reporting, playbooks, metric definitions, and quality controls that help teams run programs consistently and identify where to improve.

In order to be successful, you must bring

3–5 years of experience in Success Operations, Customer Success Operations, Marketplace Operations, Business Operations, program management, analytics, consulting, or a related field.
A 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 the ability to move work forward with stakeholders through moderate ambiguity.

Expected salary ranges

For candidates living in Ontario and British Columbia, the expected total cash compensation (base salary + variable pay, if applicable) range for this role is currently $78,200 - $101,200

Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role.

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.

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: recruitingops@thumbtack.com.

For information about how Thumbtack collects, uses, and shares personal information about job applicants, please see our Job Applicant Privacy Policy.

We put as much craftsmanship into candidate safety as we do into the hiring experience itself. While scammers may try to impersonate our team, we’ll never ask you for money, banking info, or SSNs during hiring. Check out our blueprint on how to spot the fakes.

Benefits & Perks

Health & Wellness

Health Insurance

Medical coverage is part of Thumbtack's benefits package, which the company notes varies by location.

Dental Insurance

Dental coverage includes a PPO plan option.

Vision Insurance

Life Insurance

Life insurance includes AD&D coverage, and supplemental life insurance is also available.

Disability Insurance

Coverage includes both short-term and long-term disability insurance.

Health Savings Account (HSA)

Flexible Spending Account (FSA)

Mental Health Benefits

Through Modern Health, employees and their dependents get 12 coaching sessions and 12 therapy sessions a year plus on-demand group sessions. Therify adds access to multicultural and diverse therapists.

Employee Assistance Program

Thumbtack's employee assistance program is delivered through Modern Health and supports mental health and well-being.

Financial

401(k) / Retirement Plan

Thumbtack's retirement plan includes both traditional and Roth 401(k) options.

Pay Transparency

Most Thumbtack job postings publish salary ranges, with US roles priced across three geographic pay tiers.

Equity / RSUs

Time Off

Paid Holidays

Employees get 18 companywide holidays, including a week-long end-of-year company shutdown.

Company Shutdown Days

The whole company takes a week-long shutdown at the end of each year, counted within its companywide holidays.

Flexible Schedule

Thumbtack works asynchronously across time zones but expects employees to be available during core synchronous collaboration hours of 9 a.m. to 3 p.m. PT.

Bereavement Leave

Remote & Equipment

Internet Stipend

Thumbtack reimburses wifi and cell phone expenses for employees in North America.

Company Offsites / Retreats

Every role includes travel to in-person gatherings: service and support staff 1-2 times a year, corporate individual contributors and managers 2-3 times, and leaders 4-6 times.

WFA Allowance (Days/Year)

Employees may work internationally for up to 60 days per country per calendar year, with no more than 15 consecutive days outside the Americas.

Family & Care

Parental Leave

In the US and Canada, all parents receive up to 12 weeks of 100% paid parental leave and birthing parents receive 8 additional weeks, for 20 weeks in total. Birthing parents in the Philippines receive 105 days of paid parental leave.

Fertility Benefits

Thumbtack offers fertility and family-forming benefits as part of its support for growing families.

Professional Growth

Learning & Development Budget

Employees receive a $1,000 USD ($1,400 CAD; PHP 46,600) annual stipend, paid semi-annually, for professional development, conferences and self-care. BetterUp professional coaching is also available.

Culture & Perks

Employee Resource Groups

Thumbtack runs ERGs in North America and the Philippines, including a Parents ERG and an Immigrants ERG.

Employee Recognition Awards

Thumbtack's Values Awards recognize employees who embody the company values, with prizes for winners.

Team Events & Social Budget

Employees connect through more than 30 Local Communities across the U.S., Canada and the Philippines.

Employee Product Discount

Frequently Asked Questions

Which countries does Thumbtack hire in?

Thumbtack's careers site says it hires for virtual roles in the US, Canada and the Philippines. In Canada, its people work from Ontario and British Columbia.

Can I work from another country for a while?

Yes, within limits. Thumbtack's virtual-first page asks employees to limit stays to 60 days per country per calendar year, and to spend no more than 15 calendar days in a row outside of the Americas.

How much travel does a Thumbtack role involve?

Travel is required for every role. The careers FAQ says service and support professionals travel 1 to 2 times per year, corporate individual contributors and managers 2 to 3 times per year, and leaders 4 to 6 times per year. Another section of the same site says 1 to 2 events for individual contributors and 3 to 6 for managers, so confirm the expectation for your specific role during interviews.

What benefits does Thumbtack highlight?

Thumbtack's careers site lists a remote work stipend of $1,000 USD a year (with local equivalents in Canada and the Philippines), paid semi-annually, for professional development, conferences and self-care. It also lists flexible PTO with 18 companywide holidays, including a week-long end-of-year shutdown; 20 weeks of 100% paid parental leave for birthing parents in the US and Canada (12 weeks for all parents), and 105 days for birthing parents in the Philippines; Modern Health coaching and therapy sessions for employees and dependents, plus Therify and BetterUp coaching; and a quarterly stipend in Thumbtack Bucks to book a pro. Benefits vary by location.

Does pay at Thumbtack depend on where I live?

Yes. Thumbtack's US job postings use three geographic pay tiers: the first covers the SF Bay Area, San Jose, New York City and Seattle; the second covers Austin, DC, California, Massachusetts, New Jersey and Washington; the third covers the rest of the US. US and Canadian postings include a salary range, so you can see the pay for a role before you apply.

What should I know about Thumbtack's hiring process?

Thumbtack's postings note that the company uses AI tools to support resume screening. Its recruiting team says it will only contact active candidates from verified company accounts and name@thumbtack.com email addresses, and the careers site keeps a dedicated page on recruiting scams, so treat outreach from any other address with suspicion.