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Salary: CAD 78,200 - 101,200 / annual
Thumbtack is a marketplace platform that helps millions of homeowners care for their homes by connecting them with local service professionals. The Success Operations team designs programs, processes, tools, and operating rhythms that enable Thumbtack's customer success and pro success organizations to serve customers and service professionals effectively.
As a Success Operations Analyst I, you will independently own defined programs and process areas while contributing to larger, multi-quarter strategic priorities. You will bring structure to moderate ambiguity, connect analysis to action, and drive work from problem definition through launch, measurement, and iteration. You will 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 will focus on Customer Success operations, including customer recovery and cross-sell, contact strategy, unresponsive-customer workflows, and AI-enabled inbound call center operations. As priorities evolve, you may also contribute to Pro Success, supply and fulfillment, partnerships, experiments, and team-wide planning and reporting.
Key responsibilities include:
- Own defined Success Operations programs 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.
- Improve operational workflows by identifying 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 on broader system changes.
- 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 reporting, playbooks, metric definitions, and quality controls that help teams run programs consistently and identify improvement opportunities.
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 the ability to move work forward with stakeholders through moderate ambiguity.
